An Improvement Research On Customer Management Relationship Of CCB Bank A Branch

In the past few years, the Chinese economy has experienced a severe financial crisis and the banking industry is also facing a severe test. In of the end of2012, the total assets of the banking financial institutions reached131trillion yuan, a year-on-year growth of18%; Total liabilities reached123trillion yuan, a year-on-year growth of17.5%. The joint-stock bank assets reached23trillion yuan, a year-on-year growth of27.9%. In order to better serve our customers and to improve their competitiveness, the banking industry start reform. Construction Bank, represented by the four state-owned commercial banks has begun to change their management philosophy, everything from customer interests. Customers have become the most important resource in the development of commercial banks. The major commercial banks view the customer relationship management as an inevitable choice for their own survival and development.The paper views A branch of the Construction Bank as the research object to improve customer relationship management. This paper also uses canonical research method, comparative research method, synthetically analysis means and logic concluding means. The paper analyzes the present situation of CRM in A branch of the Construction Bank and point out the problems. On the basis of improving and integrating primary CRM, it proposes new CRM scheme, which contains client manager system, the sales management system, the service management system and so on. The writer hopes to provide guide for CRM implement of a branch of the Construction Bank and other companies by the research.