我国商业银行客户关系管理的现状与对策

商业银行的客户关系管理既要重视以客户为中心,又要利用客户关系管理系统来达到降低银行经营成本,实现客户收益最大化的目标。我国商业银行实施客户关系管理,必须正视所存在的认识不足、机构设置不配套、软件开发能力差、缺少复合型人才等诸多问题。应制定相关措施,加快改革经营管理体制,构建合理业务流程,实施差异化营销策略,培养适合客户关系管理需要的复合型人才,以促进银行提升竞争能力和盈利能力。

The Current Situation and Strategy of Customer Relationship Management in Commercial Banks

The customer relationship management of commercial banks should be client-centered as well as aim to decline their operat-ing cost through customer relationship management and realize the maximum of clients' profit.In implementing customer relationship management,the commercial banks of China should pay attention to a series of problems of insufficient understanding,unsuitable orga-nization establishment,inferior ability to develop software,and lack of compound talents.In order to promote the competitive and prof-itable ability,the commercial banks should work out relevant measures,reform operation and management system quickly,construct reasonable business process,take differential marketing strategies,and develop compound talents fit for customer relationship manage-ment.