The Study Of Customer Relationship Management Problem In ICBC Daqing Branch

ICBC Daqing Branch as the backbone of the financial industry, both in asset size or in customer resources have made significant achievements. However, with the rapid development of the local banking sector, competitive forces from all sides become increasingly evident. Bank products become more and more homogeneous, ICBC Daqing Branch maintain customer loyalty and to explore new customers encountered a bottleneck.Therefore, in-depth analysis of ICBC Daqing Branch customer relationship management status and issues, to make specific recommendations for improvement, to improve customer relationships, enhance ICBC Daqing Branch core competence is particularly necessary.The paper introduces the background and purpose of the topic of thesis writing,summarizes the research status, research methods and the logical structure, introduces the concept of customer relationship management, purpose, characteristics, and exposure to marketing theory, 4P segmentation theory, relations theory of marketing theory to explain the conditions for processes, customer relationship management status of commercial banks and domestic and foreign commercial banks to implement customer relationship management applications, then from the five aspects of the system, technologies, processes, products,personnel and other aspects of analysis of ICBC Daqing Branch customer relationship management, discusses the ICBC Daqing Branch customers manage existing problems,including the information system is not perfect, the applicability of the technology platform needs to be improved, in urgent need of change and organizational processes, products and services still need improvement, human resources inadequate management of the surviving five aspects. Finally customer management problems, by improving the ICBC Daqing Branch Customer Relationship Management specific suggestions, including building standards improve and integrate data warehouse and information system, establish and improve customer relationship management as the core technology system, improve optimization of organizational structure and customer marketing, enrich customer centric products and services, attention to human factors to ensure successful implementation of customer relationship management and so on.