整合客户关系管理:打造商业银行的竞争力

ICRM-Forging the Competitive Abilities of Financial Bank

通过对整合客户关系管理及其运作过程的介绍 ,指出了我国商业银行应对其客户资源进行整合 ,以此克服客户关系管理的种种缺陷。在此基础上 ,提出了商业银行实施整合客户关系管理所应进行的重点工作 ,从而达到保留现有客户和发掘潜在客户并提高商业银行盈利能力 ,打造其竞争力的目的。

By introducing the lntegrated Customer Relationship Management(ICRM)and operating process,this paper points that the financial bank of China should integrate the customer resource in order to conquer the defect of Customer Relationship Management(CRM).On the basis of this,it puts forward the focal work with which the financial bank will carry out ICRM.Thereby,the financial bank are able to keep the present customer,explore the potential customer,promote the abilities of making profits and forge the competitive abilities.