Research On Customer Relationship Management Of Henan Branch Of Industrial And Commercial Bank Of China Based On IDIC Model

Service is the core competitive point of modern commercial banks.Today,with the increasingly fierce competition in the service industry,basic services have been unable to meet the needs of customers.How to do a good job of high-quality services and value-added services to meet the needs of customers and achieve psychological satisfaction is the focus of attention of banks,so about customers.Household relationship management has been put on the strategic level of enterprises.At present,although customer relationship management has been throughout the daily work of banks,with the rapid development of information technology,the emergence of AI intelligent technology,in order to truly achieve "customer-centered" need to rely on the strength of science and technology.Supported by big data,we can accurately grasp the needs of customers,so as to provide differentiated services for customers.Customer is the foundation of enterprise's survival and development.In order to achieve long-term development,we must seize customer resources quickly.Customer relationship management helps us to sort out the situation of each customer.Let us not only meet the existing needs of customers,but also dig out the potential needs of customers and maximize the possibilities.Expanding marketing results and extending service antennas.Really let each customer enjoy the "festival greetings,birthday wishes,due reminders,financial planning" of the exclusive and intimate service.Based on customer value theory,customer satisfaction theory and one-to-one marketing theory,this paper takes the customer relationship management of HN Branch of GS Bank as the research object,and discusses the current situation,existing problems and the causes of existing problems of customer relationship management of HN Branch of GS Bank by means of literature collection and normative and empirical analysis.Based on IDIC model,the optimization scheme is put forward.Finally,the suggestions of safeguard measures are given.