论银行业客户关系管理系统的构架与建设

客户关系管理(Customer Relationship Management,CRM)是在计算机与信息网络技术基础上发展起来的一种新的管理思想、管理方法和技术。客户关系管理系统的建立和应用,为企业适应消费者需求的变化、赢得市场竞争优势提供了有效的手段。本文结合银行业的特点,就银行业客户关系管理系统的开发与应用问题展开分析,并对银行业客户关系管理系统的构架进行探讨。

Structure of the Customer Relationship Management (CRM) System of Banking

Customer Relationship Management(CRM) is a kind of new management thought, new management method and new technology. It developed on the basis of the computer and internet technology. The setting up and application of the CRM system provides an efficient means for an enterprise to suit the changes of consumers'needs and win superiorities in the market competition. This paper analyses the problems of the development and application of the CRM system in banking in the light of the characteristics of banking and discusses the structure of the CRM system of banking.