Study On CRM Of China Construction Bank Wuxi Branch In The Internet Era

Customer relationship management serves as the principle of a system in addition to software technologies.Domestic enterprises have been following its development since the concept of CRM was brought in by Chinese scholars in related fields in 1999.The article begins with the theories of customer relationship management and then elaborates how the Internet enhances customer relationship management based on the development states of CRM home and abroad.The article takes China Construction Bank Wuxi Branch as a specific instance to analyze the problems the branch has in general management and customer relationship management.To cope with the shock by Internet financing,the banking industry spends much more improving its capacity of data mining,processing and analysis and its scale of data collection.Such improvement will recognize potential crucial information to help with precision marketing,and also will predict the trend of development of the industry.Because of the improvement,professionals have been seeking for dynamic,open and integrated ways to accomplish CRM.China Construction Bank Wuxi Branch has to provide its services out of the customers’ benefit,which means to meet customers’ needs is a key issue the branch should cope with.To expand the market and increase the number of target customers,the branch strengthens its training for front-line employees,implements its branding strategies and optimizes the customer manager system.Also,it has been improving the data mining and supporting capabilities and conducting its “smart banking”businesses inclusive of electronic self-service channel and auto-deposit equipment.The scale of capital investment by intelligent equipment is expanding,making the banks more intelligent zed.Big data has been leading the innovation of the banking industry,and it will be a milestone of the financial industry in this era of mobile Internet.