商业银行成功实施CRM的关键因素分析

随着我国银行业市场竞争的日趋激烈,客户已经成为商业银行的战略性资源.客户关系管理成为我国商业银行面临的重要课题.如何有效实施CRM,提供个性化的银行服务,提高客户满意度与忠诚度,最终提高银行的核心竞争力,是我国商业银行必须解决的头等大事.为此,我国商业银行必须加强对CRM的认知,创新管理理念,重构业务流程,营造重视客户利益和让客户满意的企业文化.同时,进行全面的市场调研,明确自身优势,利用先进的数据仓库技术,建立完整的CRM数据分析系统,针对不同客户提供差别化服务.

The Key Factors of Successfully Implementing CRM For Commercial Banks

Customers has been regarded as an important resource of commercial banks.It is an important method to utilize customer resources to promote the core-competence by implementing customer relationship management(CRM). Therefore , it is necessary for our commercial banks to strengthen the cognition to the CRM, innovate management and re-construction business process, build the enterprise culture of customer benefits and satisfaction. Carry on an overall market investigation to explicit advantages in the meantime, make use of advanced data warehouse technique, build up a complete CRM data analyze system, provide difference service to different customers.