Research On The Improvement Of The Retail Customer Relationship Management System Of The Industrial Bank Of Changsha Branch

As the financial markets increased competition, at the same time the rapid development of Internet banking, how to win customers, get the biggest market share is the core strategy of the various banks. How to use the theory of customer relationship management(CRM), for different positioning of customer segmentation,with the help of the advanced information technology tools to provide to meet the different needs of customers of financial products and services, bank customers and achieve a win-win situation, which is the most important goal of the commercial bank management.The Industrial Bank Changsha branch as the research object, to the retail customer relationship management system for the content of the discussion,expounded the theory of customer relationship management in the history of the development and improvement process, in the analysis of the existing retail bank customer relationship management system problems, ideas and methods at home and abroad successful customer relationship management, put forward the author of the construction bank retail customer management system and improved methods, and puts forward three dimensions of customer relationship management system design,customer value management, customer demand management and emotional management, customer classification based on stratification and maintenance to strengthen and improve customer relationship, to build customer information management system and data analysis method to promote the ability of extracting and processing analysis of bank customer information, improve the matching degree between customer needs and banking products.Through the research of this paper, the author provides the construction ideas and operation scheme for the construction of customer relationship management system for the Industrial Bank Changsha branch. Improving the customer relationship management of the bank, will improve the Industrial Bank of Changsha branch in Hunan market competitiveness and influence. At the same time, I hope this paper can have some reference to the same type of joint-stock commercial banks in the retail customer relationship system construction.