Research On Individual Customers Relationship Strategy Management Of Industrial And Commercial Bank Of China Branch HP

Along with the deepening of the economic changes in the environment of development and urbanization, the HP Branch Industrial and Commercial Bank of China personal customer relationship management has become increasingly root is not on the pace of changes in the external environment. It exposed in a variety of problems in the operation and management. The purpose of this thesis is to explore the causes of the backward branch customer management depth with a sincere attitude. To find the key to the rectification, through the analysis of the customer relationship management system, designed a plan of customer relationship management solutions which suit HP Branch situation and can be implemented.In this thesis, used the principle of management, statistics, finance, and many other knowledge in the process of the study. At first, I have analyses the emergence and development of customer relationship management. Next I take the empirical analysis from both quantitative and qualitative evaluation of the HP Branch services, customer development status and client management team of the conditions. In depth analysis of the problems, pointed out that the bank is not only the mark lower than the equal level, but also in the implementation of the services is weak, the inefficient of business process, and customer manager system in defect. And next, the bank customer relationship management strategy which can be adopted around the basic concept of customer-centric products has been present, people, services, network, invest five aspects of the in-depth study. Indicating that the products should be timely updated, the personnel structure should be optimized, the service should be adjust, re-distribution networks, the cost should be in control freely. Finally, on the basis of the strategic direction, the papers think that ICBC HP Branch need to be solved several key issues, for example, planning a specific embodiment. Construction, optimize customer management team, to build efficient customer relationship management information systems, and to improve the various services supporting hardware and software environment. These programs improve their customer management system has a strong practical significance in ICBC HP Branch, and hope that can be reference for other commercial banks in customer relationship management.