Title :
Customer relationship management system framework design of Beijing Rural Commercial Bank
Author :
Zhang, Lun ; Li, Jinlin ; Wang, Yingying
Author_Institution :
Sch. of Manage. & Econ., Beijing Inst. of Technol., Beijing
Abstract :
Compared with state-owned banks and other commercial banks, rural commercial banks are weak in information systematization and customer management. Based on its market positioning and long term development planning, Beijing Rural Commercial Bank decided to make `Customer Oriented´ as its business strategy and develop its CRM system, which will help the bank distinguish its core market and core clients. Based on the situation and demands of Beijing Rural Commercial Bank, this paper suggested the CRM system framework, which includes the operational CRM, analytical CRM and collaborative CRM hierarchies.
Keywords :
banking; customer relationship management; Beijing; customer relationship management system framework design; market positioning; rural commercial bank; Banking; Business; Customer relationship management; Data warehouses; Information analysis; Information management; Innovation management; Management information systems; Marketing management; Technology management; CRM system; framework design; rural commercial bank;
Conference_Titel :
Service Operations and Logistics, and Informatics, 2008. IEEE/SOLI 2008. IEEE International Conference on
Conference_Location :
Beijing
Print_ISBN :
978-1-4244-2012-4
Electronic_ISBN :
978-1-4244-2013-1
DOI :
10.1109/SOLI.2008.4686370
