C Branch Of A Bank Small And Medium-sized Enterprise Customer Relationship Maintenance

The maintenance of small and medium enterprise customer relationship of commercial banks reflects the bank's concept�� �take customers as the center of business service�.It plays an important role in customer relationship management,and for keeping the bank's small and medium enterprise customers,preventing the loss of customer,it has an important significance.It can improve customer's satisfaction and loyalty,and is good for the bank's brand image and the core competiveness.Especially in the increasingly fierce competition in the financial industry as the financial requirements of small and medium enterprise customers changing,in order to ensure sustainable competitive advantage it has become an inevitable choice for commercial banks to transform management ideas,update service concept,introduce customer relationship management methods,strengthen customer relationship maintenance,provide customer-centric service,change product marketing to relationship marketing,provide personalized,differentiated services and enhance mutual trust and benefit.In this paper,starting from C branch of A bank with the practice of customer relationship maintenance,small and medium enterprises in the commercial bank customer relationship maintenance are summarized,including the necessity of small and medium enterprise customer relationship maintenance,meaning and significance.Then the maintenance status,existing problems and the reasons of small and medium enterprise customer relationship of C branch band are elaborated.According to customer maintenance experience of foreign commercial Banks,a series of problem solution are put forward to solve these problems.Finally,a maintenance case is further analyzed.