A Study on Personal Customer Experience Optimisation

DOI

10.2991/978-94-6463-124-1_52How to use a DOI?

Keywords

Marketing; customer relationship management; customer value

Abstract

Commercial banks are under increasing pressure to grow financially in the face of strong market competition. They also confront potential and problems related to the Internet’s integration into finance, particularly the rise of new models, channels, and demands for individualised customer service. Customers are the lifeblood of businesses, and as they hold a firm and growing position in the banking sector, they will soon represent a significant source of competition for commercial banks, indicating the potential growth of their core competitiveness. Commercial banks struggle with issues like improving personal customer service, hierarchical management, and distinctive marketing because they lack a clear understanding of the fundamentals of transformation and development based on personal customer relationship management. Therefore, this study will be based on the theoretical knowledge of enterprise customer relationship management, thorough analysis of Chinese and foreign literature, questionnaire data, and other research in order to consolidate the customer relationship, optimise the management mode and marketing methods, create the development mode of one year’s big change with the customer-centred strategy, and fundamentally improve the competitiveness of commercial bank market price. The theoretical understanding of corporate customer relationship management will be the foundation of this dissertation, together with a thorough investigation of both Chinese and foreign literature, survey results, and other research techniques.

Copyright

© 2023 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Bohan Fan
AU  - Yang Gu
AU  - Haoran Ma
AU  - Jiayi Cui
AU  - Yunan Wang
AU  - Shiyu Han
PY  - 2023
DA  - 2023/03/29
TI  - A Study on Personal Customer Experience Optimisation
BT  - Proceedings of the 2022 3rd International Conference on Big Data Economy and Information Management (BDEIM 2022)
PB  - Atlantis Press
SP  - 449
EP  - 454
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-124-1_52
DO  - 10.2991/978-94-6463-124-1_52
ID  - Fan2023
ER  -