| As residents’ wealth continues to grow,so does the number of high net worth individuals.Bocom’s private banking clients are defined as having an average annual average asset size of more than 6 million yuan,with 48,000 clients as of June 30,2019.According to the latest data,the number of people with a net worth of more than 6 million yuan has surpassed 300,000.The development of its private banking business is not matched by the bank of communications’ position as one of the six largest Banks,especially in client management.In 2019,Bocom has begun to attach great importance to the development of wealth management business in its head office strategy,and its slogan has also become "your wealth management bank".Therefore,we need to do a better job in private bank customer relationship management,strengthen customer stickiness and enhance market competitiveness.This paper firstly reviews the domestic and foreign researches on customer relationship management and focuses on the domestic and foreign researches on private banking.Indeed,wealth management and private banking are special fields,and there are not too many domestic and foreign studies.Fortunately,the research on customer relationship management has been more in-depth and improved.Therefore,the author mainly combines relevant researches on Customer Relationship Management(CRM)is a new business model originated from "customer-centric" and integrated with the latest IT technology,cloud service and artificial intelligence.On the one hand,"customer-centric" to explore customer potential,enhance customer loyalty,improve customer satisfaction;On the other hand,we should carry out information technology innovation in a timely manner and use the latest cutting-edge technologies to improve customer experience,strengthen wealth management and investment research capabilities,and ensure the maintenance and appreciation of customer wealth.This paper will carefully analyze the problems existing in the CRM of Bocom and explore the solutions.At the same time,it will also draw on the development experience of excellent private banking institutions at home and abroad,with a view to making use of them.Finally,this paper also hopes that the strategy adopted can be bet and practice,better contribute to the Bank of Communications private banking business,more conducive to the construction of wealth management bank.In addition,this paper also designed a set of questionnaire suitable for the product and service demand of private bank clients.This questionnaire is based on the reality,and better serves this paper,and also expects to better serve private bank clients.Main structure of this article is mainly for the 6 parts,one is the introduction,the second for the domestic and foreign research,third analyses for the private banking business,the fourth,bank of communications private banking customer relationship management(CRM)to explore and analyze the problem,both questionnaire survey,five for the domestic and foreign outstanding case study of banking institutions of private Banks,the six private banking customer relationship management(CRM)for bank of communications problems countermeasures of concrete analysis and the concrete countermeasures. |
