Customer relationship management system framework design of Beijing Rural Commercial Bank

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.