中国银行业实施客户关系管理的策略探讨

A Study of Strategies in Implement Customer Relationship Management in Chinese Banking

客户关系管理(CRM)是一种以客户为中心的创新营销策略。本文通过对目前中国银行业面临的主要问题的剖析,借鉴外资银行先进的技术经验,探讨中国银行业在客户关系管理应用方面采取的有效措施,旨在提高中国商业银行对客户服务的水平,提高客户的满意度与忠诚度,最终提高银行的核心竞争力。

Customer Relationship Management (CRM) is a customer-oriented innovative marketing strategy. By analyzing current main problems and referring to advanced technology and experiences of foreign banks, this paper discusses some methods by which Chinese banks can manage their customer relationship effectively so as to perfect the customer relationship management system, to improve the service level and to enhance customers' satisfaction and loyalty, and finally to promote the competition power.