How bank account managers develop and maintain customer essays

1. Overview of customer relationship management of commercial banks

The so-called customer relationship management of commercial banks is to adopt a variety of currently reasonable and feasible methods on the premise of ensuring that customers are the main principle. Use information technology to analyze customer needs, thereby gradually cultivating fixed customers of the bank and achieving more profits and market share for commercial banks. With the continuous advancement of economic globalization, my country's economic market has also developed greatly in recent years, and customer relationship management has received increasing attention in the development of commercial banks. In this regard, first of all, commercial banks can grasp the changes in the actual needs of customers faced by commercial banks by changing the management of customer relationships, so as to develop their own marketing strategies and actual financial products based on changes in needs, and try to meet customer needs as much as possible. Increase the market share of commercial banks; secondly, commercial banks need to deal with customer relationships to make the bank's daily work process more stable and enhance the speed of commercial banks' feedback on customer problems; finally, commercial banks should, to a certain extent, control the internal problems within their own banks. Conduct surveys on staff service efficiency and quality, and further expand the core influence of commercial banks by establishing a good image of the commercial bank docking process in the minds of customers.

2. Problems in customer relationship management of commercial banks

Due to many random factors that may occur in the process of connecting customers and commercial banks, commercial banks’ management of customer relationships There are still major problems that affect customer satisfaction with commercial banks and indirectly affect the long-term development of commercial banks. 1. The management of commercial banks pays little attention to customer relationship management. For the management and development of customer relationships of commercial banks, the lack of understanding of customer relationship processing by bank management is a common problem. This problem is very important for commercial banks. It has a greater impact on the development and maintenance of customer relationships. During the author's investigation, I found that many commercial banks in my country are still influenced by traditional concepts in their daily work. Therefore, they attach great importance to bank operations and management, but ignore the development and maintenance of customer relationships, which leads to the failure of commercial banks in The overall level of customer relationship management after the transaction is low. In addition, bank management has a large lack of understanding of customer relationship processing. There are many loopholes in customer relationship management of commercial banks. Customers are not satisfied with the service efficiency and quality of commercial banks. Satisfaction will also be greatly reduced. 2. The concept of customer relationship management is backward. Generally speaking, commercial banks can improve the level and quality of customer relationship management to a certain extent by updating the concept of customer relationship management with all employees and then implementing it into daily work. However, during the author's investigation, I found that many commercial banks in our country have been lagging behind in customer relationship processing. This situation has overall affected the development of customer relationship management. Although the slogan "Customer First" is posted in the service halls of commercial banks, in actual transaction work, commercial banks pay more attention to the transaction itself rather than customer-centered demand exploration. This will reduce customer satisfaction with the bank as a whole, which is very detrimental to the bank's overall development in the new era. 3. The informatization level of customer relationship management is low. During the actual investigation, the author found that many commercial banks still ignore the application of customer relationship management and development software even though they know that their customer relationship management informatization level is low. Many commercial banks are unable to use information software to establish a systematic and complete database, making it impossible for commercial banks to grasp real-time changes in customer demand. Many commercial banks also despise the application of software for customer information development and maintenance to a certain extent, and fail to analyze customers' potential needs in a timely manner. As a result, the efficiency of customer relationship management of commercial banks remains relatively low.

3. Suggestions for improving the level of customer relationship management of commercial banks

1. Improving the understanding of customer relationship management by commercial bank management is essential to the improvement of the development and maintenance of customer relationships of commercial banks. , bank management’s correct understanding of customer relationship management has a greater effect. Therefore, if commercial banks want to effectively develop and maintain customer relationships, management must improve their understanding of customer relationship management.

In this regard, commercial banks can organize theoretical study of customer relationship management courses through organizational management, so that managers can gradually deepen their understanding of customer relationship management, and gradually clarify the important role of customer relationship development and relationships; at the same time, commercial banks We should also pay more attention to the relationship management of bank customers in our thoughts and actions, preset a part of the funds for customer relationship management, and make the bank customer management equipment more complete, so as to fully ensure the smooth progress of bank customer relationship management work and obtain most of the benefits. Customer praise and timely feedback on demand information. 2. Establish a modern customer relationship management concept. As the market economy continues to develop in our country, more and more people are beginning to change their traditional concepts and pay more attention to the role of investment and financial management in daily life. Therefore, as a commercial bank, we should establish a modern customer relationship management concept. First of all, commercial banks should truly be customer-centric, "activate" the bank's customer relationship management as a whole, and use a variety of methods to explore the actual needs of bank customers, thereby creating more development profits for the bank. High-quality and stable services are the best feedback that commercial banks can provide to customers, which can also allow customers to establish long-term cooperative relationships with commercial banks; banks should establish the concept of "full service" and allow all bank workers to participate in customer service. relationship development and maintenance, thereby comprehensively improving service quality. 3. Establish a customer relationship management information system. If you want to effectively improve the customer relationship management and development of commercial banks, it is also a good way to establish a complete customer relationship information database within the commercial bank. Therefore, commercial banks should comprehensively build their own customer relationship information database based on their existing customer relationship management systems, so as to record customer details and needs in detail, and archive them in computers to prevent information loss, thereby effectively improving bank customer relationships. development and maintenance quality. In addition, commercial banks can collect more customer demand information by applying customer information analysis software, so as to improve the development and maintenance of bank customer relationships to the greatest extent. 4. Reorganize business processes and provide high-quality services. Commercial banks should reorganize their own business and work processes in a "customized" manner, pay more attention to the actual feelings of customers during the reorganization process, and eliminate unnecessary unnecessary errors in transactions. links, thereby enhancing their own work efficiency to a certain extent and improving customer satisfaction with banking services. Commercial banks should also improve customer service with higher quality, so as to eliminate customers' dissatisfaction with business work, use more positive emotions to complete corresponding business, and enhance loyalty to the bank.