Commercial Bank On Base Clientele Value Appraise Research For Clientele Relation Manage Quality

The level of customer relation management, as well as the level of product, will be reflected through the increase of customer value eventually. Thus, this paper looks from the aspect of the customer value, and "Commercial bank on base clientele value appraise method for clientele relation manage quality" is brought forward. The research not only has the theoretic value of base clientele value appraise method for clientele relation manage quality innovation, but also it has the practice meaning.On the basis of client visiting, expert interview and paper analysis, the index system of customer relation management appraise based on the customer value is put forward firstly. And then the key index identity method of blur DEMATEL is brought forward. The nine key index are concluded finally, i.e. client loyalty, client request rate, customer contribution, service man, service facility, the ability of client value creation, the content of staff satisfaction."Commercial bank on base clientele value appraise method for clientele relation manage quality" is followed through the use of ANP system. A case is used to verify the scientific feasibility of this method. the key index identity method of blur DEMATEL is brought forward innovated.The innovation of this paper lies in three aspects.(1) the topic of the paper. From the aspect of the customer value, to evaluate base clientele value appraise method for clientele relation manage quality, which meets the trends of enterprise development.(2) the index identity method of blur DEMATEL is brought forward creatively. It not only realized the identity of key index, but also it facilitates the opinion of expert group.(3) the customer relation management of ANP appraisal method is put forward firstly. And no report is recorded, which make a guide for commercial band CRM. It has a very strong affect on application..