Research On Personal Customer Relationship Management In S Branch Of Bank J

China's financial industry is facing many challenges,such as the entry of international capital,the intensification of competition in the domestic industry,the impact of Internet finance and many other challenges.financial institutions have long been at the crossroads of strategic transformation.Financial institutions have gradually shifted from simple price competition to service competition with customer experience and diversified customer needs,and customer resources are the core resources of the banking industry.The maintenance of customers and the promotion of customer value are related to the profits,survival and development of banks.China's commercial banks have a large number of customers is one of its characteristics,how to enhance customer value more efficiently from a large number of customers,and how to enhance more customer value with existing manpower is the goal that commercial banks need to study.Throughout the development process of the financial field at home and abroad,we can draw a conclusion that customer relationship management has become an indispensable business strategy for a mature financial institution.As early as many years ago,China Merchants Bank,the leader of the non-state-owned four major banks,began a customer-centered strategy to pay more attention to customer relationship management.At that time,the level.and importance of customer care,demand mining and service of China Merchants Bank were much higher than those of the four major banks.In this paper,the J Bank in 2018 put forward that year as the customer-centered year,the bank's adjustment of the maintenance of customer relations and the intensity of spot checks by the regulatory authorities have been improved accordingly.J Bank is one of the four major state-owned banks in China,which was established relatively early.S sub-branch is the largest branch of J Bank in the local urban area.The S sub-branch was established in the early 1980s.The sub-branch has not only experienced the restructuring of J Bank from a policy bank to a joint-stock bank,but also experienced a period of rapid development of China's reform and opening up.Due to the age of S sub-branch customer base is extremely large,business development is standardized and comprehensive.In this paper,J Bank S sub-branch as a case study,through the author in the S sub-branch of the real customer data as the basis,carried out the corresponding personal customer relationship management research.First of all,this paper states the domestic and international research status of customer relationship management theory.At the same time,according to the current situation and development route of domestic and foreign financial institutions,we can get the role of customer relationship management in the development of the banking industry.In view of J Bank's business thinking of customer-centered year and the business philosophy of improving customer relationship management,we can see the specific situation of S branch and the corresponding problems and pain points.In view of the S sub-branch found its business problems and pain points,combined with grass-roots staff colleagues and the author's own actual work experience to analyze the reasons.Determine the solution through the value provided by the customer data and the corresponding products to the S branch.Finally,through the analysis of the above steps,the paper puts forward the solutions and strategies for the related.Through the research of this paper,I hope to provide guidance to the customer relationship management of S branch of J Bank,improve their profitability in the highly competitive financial market,and make a contribution to the development of S branch as an employee of S branch.Due to the great similarity of the banks of J Bank,I also hope that this paper can provide some reference to other branches of J Bank.