The Study Of Heze Agri-businesses Bank Customer Relationship Maintenance

Customer relationship maintenance ability show the soft strength and competitiveness of the bank. But what should be how to develop customer relationship to maintain quantitative measurement, domestic research is rare. This article on the research methods, to break the notice o use qualitative research to discuss the deficiencies of the theory, using the quantitative research, the zhejiang province heze agri-businesses bank customer maintenance ability, practical investigation and empirical research, analysis of the domestic small and medium-sized joint-stock commercial bank customer relationship to maintain the deficiencies, and think about the strategies should be taken. Specific ideas are as follows:First of all, summarizes the heze agri-businesses bank customer relationship maintenance efforts:(1) personnel: improve the customer relationship management(CRM) maintenance team;(2) marketing: enhance the customer’s perception of financial products;(3) credit demand: the difference of credit products;(4) on efficiency, speed up the time limit for examination and approval of the financial products;(5) to the point: emphasis on contribution of high-end customers;(6) emotional assimilation: focus on customer service satisfaction;(7) screening clients: using control loans risk classification result.Second, the empirical analysis of heze agricultural bank customer relationship to maintain the status quo. The key customer relationship maintenance capacity embodies in the "service quality". Therefore, in the diagnosis of heze agricultural commercial bank customer relationship maintenance ability, will undertake the bank "service quality" quantitative research, the empirical analysis of the defects in the customer relationship maintenance. The empirical research shows that, the bank still exist deficiencies in customer relationship maintenance, mainly include:(1) the market segmentation is not clear, wealth management services for high-end customers in lack of pertinence;(2) the lack of innovation, product design and quality of service lags behind;(3) lack of professional talents, financing business professional level is low;(4) the lack of long-term management mechanism, insufficient information level;(5) salary incentive and risk prevention and control mechanism is not sound, silver guest relations is strong wait for a problem.Finally, put forward the reconstruction of the overall strategy:(1) professional level: improve the ability of workers, customer maintenance;(2) the level of service: focus on customer experience and satisfaction;(3) technology: systematic process to speed up the customer relationship management(CRM);(4) organization and management: the integration of distribution network, improve the market competitiveness;(5) image creation: improved service information disclosure.