Font Size: a A A

Crm-based Commercial Banking Services To Process Transformation

Posted on:2005-01-05Degree:MasterType:Thesis
Country:ChinaCandidate:J J DiaoFull Text:PDF
GTID:2206360125465768Subject:Finance
Abstract/Summary:PDF Full Text Request
With China's access to WTO and deeper reform of financial system, China commercial banks are facing unprecedented pressure. Although innovation are changing the form of financial service, Customer Relationship, in fact, are profoundly controlling the forces balance in financial market. Therefore, in order to reply to the changes in management surroundings and to keep the core-competence power, it is the correct choice for China commercial banks to strive for the key customers, to carry out CRM (Customers Relationship Management), to intensively understand the requirements of local customers. But, is it necessary for the commercial banks to fulfill CRM? How to set down the strategy to ensure the effect of CRM fulfillment? All the above are the focus issues discussed in this circle.To start with the afore-said practical problems, the paper, with the combination of theory and cases, put an emphasis on the necessity, workability of CRM performance in commercial banks together with its fulfillment strategy. The whole paper is divided into 5 parts. Firstly, introduction of basic theory of CRM; Secondly, necessary analysis; Thirdly, workability analysis; Fourth, cases analysis, From the author's own working experience and cognition over CRM theory, the author put forward his own design about CRM performance in Qingdao Agricultural Bank, including precondition of CRM, whole design and corresponding reform inside the bank, etc. Finally, a prospective view toward the use of CRM in the commercial banks in future.
Keywords/Search Tags:Customer Relationship Management, Relationship Marketing Customer-Centric Theory, Differential Service
PDF Full Text Request
Related items