Study On The Customer Relationship Management Of Community Bank Of Beijing Branch Of Nanchang

From 2012 to 2013,is an important year for the restructuring and development of the banking sector and the rise of community bank swept the cities the size of the region,community banks as the banking industry's hottest development object,but also an important sector for future financial planning.In foreign countries,the development of community banks is relatively mature,with nearly 100 years of history,the function is quite standardized and orderly;and in the domestic,the development of community banks still in exploration stage,market environment has just started,many business model are in mutual learning,reference,how to make community banks in the market in the development of better footing,banks have their own unique characteristics and deviate from the Pope,all enterprises operating mode of purpose are in order to better expand and maintain customer groups.In such a fierce market environment,the development of community bank in our country can be described as difficult,various agencies have resorted to every means the full development of the subordinate branch of community,to establish the location has a clear concept of the region,expected through the establishment of community banks in the market to seize the customer resources,in the area occupied a place.This paper in a clear awareness of the economic situation,the currently domestic community bank model,different modes of community banks and the negative,now domestic community banks basically are attached to the superior branches established,not the independent operation of the business site,and most of them are business class retail management system operating liabilities,assets business relative to most community bank branches operating rarely,so in the enterprise benefit can not completely independent implementation.The established model,determines the situation of the development of the community banks and the common sense of bank business outlets are not the same,community banks pay more attention to the expansion of individual retail customers and maintenance,because the customer is the source of benefits of the bank,all of the business of the bank needs corresponding customer bearing,community banks from the original location to give priority to customers surrounding the nature of the categories and regional market situation,for is to make community banks to have a good foundation in the development in the future,expand customers and get twice the result with half the effort.Since the first step in the development of community banks is to continue to expand their customers,so in a more long-term goal,the maintenance and management of the customer is the focus of community banking business development.Nanchang branch of Bank of Beijing community bank since its establishment in 2014,gradually play its own competitive advantage in the market to seize the market,customer resources,in this situation,the customer relationship management is an urgent need to upgrade to a certain height,and for now,community banks still exist certain problems in customer relationship management,this paper analyzes the influence of several factors including customer relationship management,customer lifetime value and other aspects of segmentation,customer lifetime value,customer satisfaction and customer loyalty,and customer experience,combining the actual situation of community work,the Beijing branch of Bank of Nanchang community is currently in the customer relationship management knowledge face the problems put forward countermeasures and suggestions as follows:(1)correct positioning of community bank customers.Community bank customers compared ordinary comprehensive network of customers has its own uniqueness,they more sensitive and selective more and more attention to the business and service experience,alidade community customer orientation,is the first step to do community customer relationship management.(2)to provide professional talents for community banks,and to strengthen the team building of community banks.Personnel equipped with a direct relationship to the development of community bank business and services,including the future transformation and team ability construction to continue to promote customer relationship management work of ascension,for community customer relationship maintenance lay a good foundation.(3)the standard of reasonable integration of customer segmentation,so that it is used for the customer management of community bank.(4)the use of customer marketing to do a good job of customer maintenance,effectively improve the quality of community customers.(5)to continuously improve the community bank CRM system,to provide effective basis for customer relationship management...