我国商业银行客户关系管理研究

Customer Relationship Management in Chinese Commercial Banks

在客户关系管理观念逐渐传入我国银行业的同时,各软件开发公司也纷纷推出了银行CRM系统。然而,实施客户关系管理的真正主体是银行的工作人员,仅凭一套CRM系统是远远不够的,我国商业银行工作人员应该进一步转变营销理念,努力使客户满意,留住客户。

As the concept of customer relationship management is introduced into Chinese banking industry, many software companies produce banking CRM system. However, one CRM system alone is not enough since it is the banking staff who implement CRM. So it is necessary for those people engaged in banking industry to increase customer satisfaction and loyalty.