Nanyang Commercial Bank Qingdao Branch Customer Relationship Management Research

Customer relationship management is a continue to strengthen communication with customers, to understand customer demand, and constantly on the product and to improve services and improve to meet customer demand for continuous process. Its content is the business use of information technology (IT) and Interment technology to achieve customer marketing technology and management. Customer relationship management is the focus on communication with customers, the business is to take the customer as the center, instead of the traditional product or to the market as the center.This paper adopts the method of combining theory with practice, the method of literature research and comparative analysis, the customer relations management background, significance, theory and research related to the origin and development and application in commercial banks on the basis of the study, the state-owned banks and foreign banks definition and characteristics are analysed in detail, and on the Southeast Asia Commercial Bank(China) customer relationship management analysis of the current situation, problems, solutions and implementation results of researches. The article thinks, Nanyang Commercial Bank in the customer relationship management process, should increase to improve information processing speed and accuracy, to understand customer needs; to improve customer satisfaction and loyalty in the process, not only to retain old customers and attract new customers, at the same time; enterprises in the mining of high value customer, at the same time, through to the high potential value of customers to provide targeted services, in order to obtain high profits; banks must focus on reducing customer service operating costs improve customer service efficiency, the integration of the system of Bank Based on resources, promoting South Ocean commercial banks in CRM fields to achieve greater success. The paper summarizes the successful experience of the commercial banks, commercial banks will implement customer relationship management should pay attention to the problem puts forward the corresponding countermeasure and suggestion.This article belongs to the industrial and commercial management in the application of research papers. Study on the foreign banks in the treatment of customer relationship management in the research and analysis, and related research conclusion, not only to the foreign capital bank development has certain and direct sense, but also to the turning of the domestic commercial banks has a certain reference value.