Research On Improvement Scheme And Implementation Of CRM System Of Vietnam Agriculture Bank HN Branch

With the improvement of Vietnam' economic strength and the opening up of the financial market,Vietnam' banking industry has become increasingly competitive.Established in 1988,Vietnam Agricultural Bank of Vietnam is the largest commercial bank in Vietnam.Vietnam Agricultural Bank of HN Branch is an important branch of Vietnam Agricultural Bank and gradually has a strong market position and influence in the banking industry.In recent years,the business model of HN branches has gradually shifted from "product-centered" to "customer-centric ".The CRM system of Vietnam Agricultural Bank of China HN Branch has played an important role in enhancing customer loyalty and competitiveness of HN branches.The advanced concept and technical advantages of CRM system have brought new opportunities for the development of HN Bank.Based on the current actual situation of Vietnam Agricultural Bank of HN branch CRM system,combined with customer relationship management theory,customer satisfaction theory and customer lifetime value theory,this paper makes an in-depth analysis of the status quo of the Vietnam Agricultural Bank HN branch CRM system and finds out that the current CRM system of the bank mainly exists.CRM system information collection problems,CRM system data processing problems,CRM system implementation risk issues,CRM system performance assessment issues.In view of the problems existing in the bank' current CRM system,based on the overall objectives and basic principles of the implementation improvement program,the paper mainly discusses the improvement of the application function of the CRM system platform,the improvement of the information management function of the CRM system,and the optimization of the function of the CRM system interconnection construction.Possible improvements.On this basis,in order to ensure the concrete implementation effect of the CRM system improvement plan,a series of corresponding safeguard measures are formulated,mainly including organization,system,personnel,and technical safeguard measures,outsourcing services,improving the performance management system,and system maintenance.And continuous improvement measures to ensure the effective implementation of the improvement plan.This article takes Vietnam Agricultural Bank of HN branch as the research object,combines relevant theory and actual situation to analyze its current CRM system,discovers the problems existing in the implementation process of CRM system,and puts forward corresponding improvement plan and implementation tactics in order to expect Vietnam Agricultural Bank HN Branches provide reference and reference for improving customer relationship management and improving customer satisfaction and loyalty.