CUSTOMER OPINIONS ON BANK SERVICES IN CHINA CONSTRUCTION BANK
Zhou, Deyue (2015)
Savonia-ammattikorkeakoulu
2015
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015052810933
https://urn.fi/URN:NBN:fi:amk-2015052810933
Tiivistelmä
As the acceleration of the globalization, Customer Relationship Management has become popular idea that many companies and banks accept. Recently, Customer Relationship Management has influenced banks very much, including China Construction Bank, but Customer Relationship Management system has not developed to a mature status. CCB bank is still being exploring the wisdom of Customer Relationship Management system step by step.
This thesis mainly wanted to explore how to maintain good relationship with loyal customers and how to start relationship with potential customers. This thesis combines the China Construction Bank internal materials with the actual situation about the CCB, discussing many issues from different views. During one year of writing, including the empirical research process, the data of this study has been collected through both qualitative and quantitative methods so as to get more accurate results.
At the end, this thesis makes the conclusions and suggestions to develop CRM in CCB. And there are still some questions about CRM system and how to organize it very well in the future and what kind of CRM systems are suitable for CCB. These problems need to be settled in CCB’s future development.
This thesis mainly wanted to explore how to maintain good relationship with loyal customers and how to start relationship with potential customers. This thesis combines the China Construction Bank internal materials with the actual situation about the CCB, discussing many issues from different views. During one year of writing, including the empirical research process, the data of this study has been collected through both qualitative and quantitative methods so as to get more accurate results.
At the end, this thesis makes the conclusions and suggestions to develop CRM in CCB. And there are still some questions about CRM system and how to organize it very well in the future and what kind of CRM systems are suitable for CCB. These problems need to be settled in CCB’s future development.