我国商业银行客户关系管理的缺陷及其补救策略

在外资银行进入的商务环境下,客户关系管理(CRM)已成为增强我国商业银行竞争力的关键。“顾客就是上帝”的经营思想并不一定有利于商业银行的持续发展,现代商业银行CRM的核心是“价值”,应根据价值的大小,对不同的客户实施异质化服务。CRM作为一种改善银行与客户之间关系的新型管理模式,可通过信息技术将银行内部资源进行重新整合,在与客户建立、发展、保持有价值的客户关系的活动中,实现客户价值的持续增长。

The Defect Customer Relationship Management In China and Its Remedial Measure

With the foreign capital bank coming our country,Customer Relationship Management(CRM) has already become the key to improve core competing ability of our country's commercial bank.The management thought "the customer is God" may be not still advantageous to the commercial bank's continued development.The core of modern commercial bank customer relations management is "the value".We should provide different service to different customer according to their value.As a new management model of ameliorating the relationship between commercial bank and customers,CRM can reintegrate internal resources of bank and achieve the purpose of increasing customer value continually by building and developing and retaining customer relationship,through information technology.