Research On Customer Manager System In XM A Branch Of Industrial And Commercial Bank

Under the condition of modern market competition, customer manager system mustbe carried out by a professional customer manager who is specialized in high qualitycustomer service to improve the quality and customer satisfaction. Customer managersystem is adapt to the international tide of financial innovation and the fierce competitionenvironment, and its main purpose is to provide quality services for important customers;customer relationship by marketing managers makes important customers be valuablecustomers, creating the maximum profit of bank. The related theories of customer managersystem include principal-agent theory, transaction cost theory, the financial intermediarytheory, relationship marketing theory and cross-border role theory. Industrial andcommercial bank of Xiamen branch is an old branch which was established in1984,mainly to provide financial services for high end customers and strive to provide highgrowth and high value-added new intermediary business. From the90s, the branches beganto shift business philosophy, reformed market-oriented management system andreengineered the front desk operation system, creating a good environment for theimplementation of the customer manager system. In the implementation process, thecustomer manager system is established to meet customer demand as the center ofmarketing mechanism and more perfect customer manager appraisal incentive mechanism,customer manager selection, level of management and training system were effectivelyused to improve the combination of branch. But, after years of development, customermanager system of A branch bank also showed some problems, including managementsystem, customer manager’s own problems, as well as the implementation of the risk ofcustomer manager system problems. Therefore, appraisal system of improving thecustomer manager incentive mechanism, carrying out the customer manager career design,improving the system of open recruitment, carrying out good management system andother measures can improve the client manager daily work management system; conducting the legal system of education, education, ethics education and honestyeducation, business skills training can improve the level of customer manager’s moral andcomprehensive professional quality; Through the establishment of customer managerrestraint system, social supervision mechanism, the regular job rotation system anddynamic screen system, customer manager risk prevention system can be built up.