Dissertation
Dissertation > Economic > Fiscal, monetary > Finance, banking > China's financial,banking > Banking system and business

Industrial and Commercial Bank of China branch of Yancheng Pavilion Lake Research personal customer relationship management

Author BaiXueQin
Tutor ShaoYiMing
School Nanjing University of Technology and Engineering
Course Business Administration
Keywords Commercial Banks ICBC Individual customers CRM
CLC F832.2
Type Master's thesis
Year 2011
Downloads 174
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"Customer-centric, market-oriented" business philosophy is the innovative commercial bank, customer relationship management in the implementation and promotion of commercial banks to commercial banks to establish a "one to one" round of the marketing services model to improve commercial banks and the level of service quality. Individual customers are Industrial and Commercial Bank Pavilion Lake branch of Yancheng important business pillar, while the contribution of the high-end individual customers especially to further improve the Pavilion Lake branch of Yancheng individual customer relationship management, improve customer satisfaction, loyalty is the urgent solution of the line problem.This paper analyzes the emergence of customer relationship management and content, customer relationship management theory review, summed up the deficiencies of previous studies and put forward their views on the topic research; Second, Industrial and Commercial Bank of China introduced the development status of personal financial services and the Pavilion Lake branch of Yancheng in the development of personal financial business problems, which leads to perfect the individual branch of Yancheng Pavilion Lake need customer relationship management; next content from the implementation of Pavilion Lake branch of the existing customer relationship management to describe and the actual situation and individual customers from the bank with the bank’s own line of two individuals to the development of customer relationship management, analysis and research, summed up the bank is currently in the personal customer relationship management inadequacies exist; and then in combination with environment and situation of the banks themselves, improve customer relationship management from the marketing system and improve service processes both within the bank, the bank proposed to solve the current problems of the company;Finally, a summary of this study pointed out that the value of this article.

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