Customer Relationship Management Of LY Branch Of Agricultural Bank Of China

With the opening up of Jinrongshichang,the most important resources in the banking industry have changed from "products" to "customers." Major banks have successively proposed "customer-centered" business concepts,especially high-quality customers,and have become all commercial banks.The object of competition.How to stand out in the fierce competition,be trusted and relied upon by customers,and establish a long-term "win-win" relationship with customers,this will be the key to the success of commercial banks.As interest rates become more market-oriented,international capital and private capital have gradually followed the "fat meat" of banks.In recent years,small and medium-sized banks have mushroomed.In order to obtain more operating profits,commercial banks have continuously expanded their market share.How to develop and maintain customers has become the focus of many commercial banks.Therefore,how to better manage customer relationship is very important in the development of the banking industry.Based on the theory of customer relationship management and its application in the banking industry,this paper takes the LY branch of the Agricultural Bank of China as the research object,and focuses on the analysis of the fierce market environment in which China's open interest rate is market-oriented and small and medium-sized banks are springing up.The current situation of customer relationship management in the LY branch of Agricultural Bank of China reveals the problems existing in the customer relationship management of the LY branch of Agricultural Bank of China and the reasons for the problems.And put forward the corresponding improvement suggestions:the customer relationship management work of the LY branch of Agricultural Bank of China must establish the customer first service concept,based on the existing customer resources,strengthen customer segmentation,implement differentiated services,and meet customers 'growing financial service needs;Through the reorganization of business processes,flat management to improve the efficiency of business handling,improve customer satisfaction;Use today's developed information technology,integrate customer information,collect,explore,analyze data,and serve customers with targeted services;Strengthen the management of the loss of customers,in-depth,detailed analysis of the specific causes of the loss,do a good job of corresponding measures;Cultivate the employee's customer management concept,enhance theemployee's subjective awareness of service,and create a solid customer relationship;Strengthen the professional training of employees,fully tap customer needs,to provide customers with more professional services,customers are highly dependent.Only by implementing effective customer relationship management can we dig deep into the value of existing customers and upgrade the assets,and we can improve the market share and the competitiveness of the industry,so as to achieve the "mutual benefit and win-win" between banks and customers.