Comparative Study On Customer Relationship Management Of Chinese And Foreign Commercial Banks

For many years, the banking is a highly profitable, high increase of industry, ourgovernment has strict supervision and management of banking competition is difficultto access foreign capital investment. On the other hand, with the speeding up ofglobalization, China’s banking regulatory barriers have been gradually broken,December11,2006of foreign capital investment in all of the people’s bank regulationson the administration of the implementation, our country began omni-directional tojoin the world trade organization’s basic commitments, due to the market fully open,our country banking industry faces not only the domestic market white-hot competitionpressure, should face more west bank will come to China for some of the impact ofdomestic banking industry. In recent years, the increasingly fierce competition inbanking industry, in the face of increasingly fierce market competition, our countrybanking industry began to seek survival and development, customer-focusedmanagement philosophy has been the big Banks more and more attention. China’scommercial Banks business strategy gradually shifting from economies of scalebenefits to the customer, the customer become commercial Banks is the most importantresources. How about how to compete for the limited customer resources, to providequality service to retain customers, how to establish lasting profitable customerrelationship has become China’s commercial Banks in the fierce competition of marketenvironment, the pursuit of goals.Customer Relationship Management (Customer Relationship Management,Customer Relationship Management (CRM) is to solve such problems and specialManagement theory and practice. Customer relationship management is a constantlystrengthen communication with customers, continuously to understand customer needs,and constantly on the products and services by improving and improve to meetcustomer requirements, continuous process. In recent years, our country commercialbank to strengthen customer relationship management, has gradually established acustomer relationship management (CRM) system. Compared with western Banks onthe other hand, our country commercial bank customer relationship management(CRM) or to a certain extent, there is a big gap. This requires broad understanding, thewriter further comprehensive grasp of western commercial Banks advanced customerrelationship management concept and method, combined with the characteristics ofcommercial Banks in China at the same time, create with the reality of our country commercial bank customer relationship management system, and thus morecomprehensive improve the level of China’s banking industry, for economicdevelopment.Based on this, this article through the present situation of comprehensive grasp ofdomestic and foreign commercial bank customer relationship management andmanagement methods, especially the contrast method of Chinese and foreigncommercial bank customer relationship management (CRM), reveals that our countrycommercial bank in customer relationship management and the gap between the westbank. The main purpose of this article is to draw lessons from and study the westcommercial bank customer relationship management (CRM) successful experience,combined with our country banking industry development present situation, putforward the perfect our country commercial bank customer relationship management(CRM) of some of the comments and Suggestions.