基于智慧银行体系的客户关系管理机制研究

Research on customer relationship management mechanism based on intelligent banking system

智慧银行概念的提出,势必需要构建新型的客户关系管理机制,基于此背景,文章提出在人工智能和大数据技术的基础之上,构建出面向智慧银行的客户关系管理流程,将相关的信息技术运用到实际的吸引和维持有价值的客户关系的操作中,同时为了实现智慧银行客户关系管理流程,需要进行银行内部组织形式的优化和不同交易系统的信息整合。将CRM概念与人工智能相结合,利用人工智能进行数据挖掘和数据分析,利用CRM系统进行实际的客户关系管理操作。

Bank concept of wisdom,it is bound to need to build new customer relationship management mechanism,based on this background,the paper puts forward on the basis of artificial intelligence and big data technology,build intelligent bank oriented customer relationship management process,applying information technology to the actual to attract and maintain the operation of the valuable customer relationship.At the same time,in order to realize intelligent bank customer relationship management process,the need for bank internal organization form of optimization and the information integration of different trading systems.Combining the concept of CRM with artificial intelligence,using artificial intelligence to carry out data mining and data analysis,the CRM system is used to conduct actual customer relationship management operation.