| Banking industry with the development of the market and the progress of the society,through a lot of change and transformation.In the rapid economic development, theeconomic globalization today, the financial sector is also great changes have takenplace.Financial integration deepening, also more liberalization, it all led to the bank’sunprecedented fierce competition.Each bank for its own development, for more marketshare, and continuously improve and update, issue of survival and development in thecompetition.Proposed the theory of reengineering of the banking sector in the90s, whichcaused a big Banks reform.Bank rebuilding require Banks to change the way the originalsystem and the division of labor, using a new generation of information technology to thebank’s business process optimization and redesign again.To arbitrary change in the reform ofthe original idea, sweeping overhaul, the abroad applied in the reconstruction process afterso many years of development has gradually mature, is still relatively backward in ourcountry.We should have the courage to accept new ideas, and constantly inject fresh vitalityto the development of Banks.In the process of reengineering the should always take thecustomer as the center for business process optimization, to truly establish the customer’sidea, this is for the long-term development of the Banks.In process optimization and reformin our country there are still many problems and deficiencies, need to be further optimized,how to better manage the customer relationship, better design and implementation ofbusiness process is the academic and practice side needs to be urgently solved problem andmeaningful research.China J bank, medium and long-term development strategy is "building become themost valuable creativity bank".Clearly put forward to realize this strategic planning, CCBby implementing customer relationship management (CRM) is one of the importantmeasures, and at the completion of the whole staff of data centralization, began in the truesense of customer relationship management system."Service is the lifeblood of Banks", thisis to do a good job in bank customer service, so as to enhance the level of marketing serviceand retain customers, won the customer recognition.Want to start from oneself, from theperspective of customers, service with a smile, both hands to pass through in every detail, grabbed from each business link, starts from each service action, provide satisfied service forthe customer, to do attentively, touched by customers, to win customers. As a serviceindustry, the customer feel the benefits associated with the bank, only the difference ofservice, there is no difference between the customer,"80%of the profits come from20%ofcustomers", the bank’s management and theory, have made a bank transfer service focus onthe service for a small group of VIP customers, once neglected the counter the generalcustomer service. In the us, both leaders and employees can’t ignore every ordinarycustomers."It is not hard to imagine that this80%customer service satisfaction is a decisiveinfluence on bank’s reputation. In addition, a normal customer might also have theopportunity to bring the VIP customers, can also be a VIP customers."Simple say is： manysmall markets may be aggregated into a large market.Through the bank customer managersystem marketing optimization process, improve the efficiency, convenience to customers,and won the favor of bank.This article from the bank customer manager business and services, marketing theory isintroduced, Sandaojie branch as an example to analyze the business process status quo,existing problems and causes, and business process optimization method is introduced,finally the condition of the implementation of process optimization, analyze the problemsand safeguard measures, and predict the effect on the implementation of optimized.To ourcountry commercial bank customer manager gives reference to the business processoptimization. |
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