Ccb Customer Relationship Management System Process Design And Analysis

With the continuous upgrading of management idea and rapid developing of information technology, The important task for the current banking industry is how to make use of the CRM and how to improve the customer service flow to make more profit to win the fierce competition .The middle and long term strategy of the China Construction Bank (CCB) is "to be the most valuable bank".In order to achieve the target, the CCB pointed out the applying CRM is one of the key way. As a member of the CCB CRM group , the author attended the whole process .She had the experience of development and application of CRM, and benefited from the attention .This thesis states the background ,the design and the analysis,the result,the suggestion of the CCB CRM, which could impulse the implementing of the system, at the same time , which could give some advice or reference for other bank to apply CRM system.The article has six chapters.Chapter one introduces the basic theory of CRM and the information processes of banking industry. In chapter two, I analyse the problem of operation flow and the basis situation of the system. In chapter three, I summarize the technology architectonics and in chapter four, I expatiate the analysis of business flow design, it is the emphasis of the paper. In chapter five, I evaluate the effect of the system and put forward the amend advice of the application.And in the end, I make some suggestions of the CRM flow design .There are lots of articles in CRM that pay attention to theory or development, this thesis emphasizes how to use information technology to analyse and design CRM operation flow, focuses on the relationship of business and flow more , so it has practice meaning.