CKM Optimization Strategy Research Of W Bank J Branch’s Receipts Business

Nowadays,in China,from international trade to People’s Daily life,merchant receipts business can be seen everywhere.As a close link in the non-cash payment chain,merchant receipts business has become an important starting point to serve the real economy,serve large,small and medium-sized enterprises,and serve the common welfare of the people.W Bank is the first commercial bank to carry out merchant receipt business in China,which has a history of nearly 40 years.After years of accumulation and precipitation,it has established a professional team with comprehensive risk control system,familiar rules of domestic wild card organization and high responsiveness to customer needs.With the increasingly fierce competition in the banking industry,the internal receipt business of W Bank in J Province has many problems,such as declining benefits year by year,low business management efficiency,slow technological upgrading and low employee and customer satisfaction.The acquisition,integration,sharing,application and innovation of customer knowledge management as well as the transformation and spiraling cycle of tacit and explicit knowledge in SECI model run through the whole process of the development of receipt business.The introduction of customer knowledge management helps banks to start from the needs of customers,through the acquisition,integration,sharing,application and innovation of customer knowledge,constantly promote the improvement of the bank’s receipt business,the improvement of staff ability and efficiency,and the optimization of business processes,so as to achieve a win-win situation between banks,employees and customers.By analyzing the actual problems existing in the receipt business of W Bank J Branch,this study conducted a questionnaire survey on the current situation of customer knowledge management of merchant receipt business of W Bank J Branch with the help of customer knowledge management theory and SECI model.Through investigation,statistical analysis and hypothesis testing,The research results suggest that customer knowledge management has a certain positive impact on the merchant collection business of W Bank J Branch.By summarizing the causes of the problems,the paper systematically puts forward optimization strategies for the customer knowledge management of the merchant collection business of W Bank J Branch from the perspectives of talent and organization construction,information construction,differentiated management and customer life cycle management.Through scientific customer knowledge management,In order to improve the benefit,efficiency,technology and satisfaction of W Bank J Branch receipt business,so as to promote the sound and sustainable development of merchant receipt business.