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1、度等方面提出相应的对策和建议，为F支行完善其个人客户关系管理提供一定的参考。关键词:客户关系管理；农业银行；个人客户；客户满意度IIRESEARCHONTHEPERSONALCUSTOMERRELATIONSHIPMANAGEMENTOFTAIYUANFBRANCHOFAGRICULTURALBANKOFCHINAAbstract:WiththesustainedopeningofthefinancialmarketandthesustaineddeepeningofthereformoffinancialsystemcontinuedinChina
2、,thecontrolofbankingindustryfromChinesegovernmentisincreasinglyrelaxed,andthenumberofbanksincludingcitycommercialbanksandruralbanksissharplyincreasing.Themarketcompetitionofbankingbecomesmoreandmorefiercenow,andthebankingserviceinChinahasenteredintoabuyer’smarketthattakesthecus
3、tomerasleading.Inthebuyer'smarketsituation,thecustomer-centricandcreatingvalueforthecustomerarethesurvivaloftheenterpriseandthetheorycoreofcustomerrelationshipmanagement.Nowthebankhasregardedthecustomerasthecoreassetandthemostimportantbusinessresource,andthebankbasicallyestabli
4、shedthecustomerrelationshipmanagementsystemofcustomercentered.Inthispaper,IsetTaiyuanFbranchofAgriculturalBankofChinaastheresearchobject,andbrieflyintroducesthebusinessdevelopmentprocessandcurrentsituationofthepersonalcustomerrelationshipmanagementinTaiyuanFbranchofAgricultural
5、BankofChina,includingcustomerstatusanalysis,systemimplementation,andtheusageofCFE(operationalcustomerrelationshipmanagementsystem)andPCRM(analysiscustomerrelationshipmanagementsystem).Onthebasisoftheseintroductions,Iusequestionnaireof"satisfactionordissatisfaction"tomeasurethes
6、atisfactiondegreeofcustomersontheproductsandservicesprovidedbyTaiyuanFbranchofAgriculturalBankofChina.Basedonthedatafromthequestionnairesurvey,andcombinedwiththeinternalmanagementdataofTaiyuanFbranchofIIIAgriculturalBankofChina,Ianalyzetheimplementationofthepersonalcustomerrela
7、tionshipmanagementinAgriculturalBankofChinaindetail.Onthebasisoftheaboveanalysis,IpointoutsomeproblemsofTaiyuanFbranchofAgriculturalBankofChinaintheunderstandingofcustomerrelationshipmanagement,implementationofcustomerrelationshipmanagementsystem,humanresourceallocation,custome
8、rrelationshipmanagementinformationsystem,andcustomerse
