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The Defect Customer Relationship Management In China and Its Remedial Measure

ZHANG Hanzhen (1 Institute of humane economy,Hefei University of Technology,Hefei Anhui 230009;2 South Sea Institute,South China Normal University,Guangzhou Guangdong 510650)  
With the foreign capital bank coming our country,Customer Relationship Management(CRM) has already become the key to improve core competing ability of our country's commercial bank.The management thought "the customer is God" may be not still advantageous to the commercial bank's continued development.The core of modern commercial bank customer relations management is "the value".We should provide different service to different customer according to their value.As a new management model of ameliorating the relationship between commercial bank and customers,CRM can reintegrate internal resources of bank and achieve the purpose of increasing customer value continually by building and developing and retaining customer relationship,through information technology.
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