Research On Customer Relationship Management Of J Commercial Bank

J Bank is a joint-stock commercial bank with more than 20 years of operating history.It has advanced management concepts,strong market competitiveness,and good development prospects.With the rapid development of Internet finance and the digital economy,private banks and Internet financial platforms have emerged,and the competition in the financial industry has become increasingly fierce.J Bank faces many challenges,especially in customer relationship management.This paper analyzes the current situation of customer relationship management in J Bank,and finds out the outstanding problems in customer relationship management,such as service differentiation,electronic channel diversion,and service specialization.The root causes of the above problems may be: customer breakdown,business process management reasons and post responsibility setting.According to the existing problems in the customer relationship management of J bank and the bank's development strategy,the author puts forward the optimization plan of J bank customer relationship management,and optimizes the customer management of stock from the following three aspects.The first is the management mechanism of customer manager,the second is the maintenance mechanism of stock customers,and the third is the refined management plan of stock customers;To improve the brand trust of new customers,develop the value-added service scheme of new customers and improve the value of new customers.Business process management through the implementation of professional process standards,simple and efficient management to optimize.Through the proposal of this optimization plan,J Bank will be promoted to maintain the stock of customers,develop new customer management capabilities,continuously improve customer satisfaction and loyalty,and promote the development of J Bank's customer relationship management.Finally,measures are put forward to optimize the implementation of the program in terms of establishing dynamic information databases,maintaining and managing the stock of customers,and actively developing the marketing of new target customers.To ensure the smooth implementation of the scheme by continuously improving the service level to enhance customer stickiness and develop high-quality products to open up new markets.This study has obvious practical significance for solving the practical problems encountered in the current development of J Bank,improving customer satisfaction and loyalty through perfect customer service and in-depth customer analysis,so as to attract and retain more valuable customers and ultimately increase bank profits.