CRM Is the Inevitable Choice for Commercial Bank’s Personal Business Development

With the rapid development of information technology,especially Internet,the traditional model of operation in commercial banks is affected deeply by this trend.And China’s accession to WTO is a big challenge to domestic commercial banks.The personal banking business and the valuable customer resources become the focus of all domestic and foreign commercial banks.So the domestic commercial banks must change their operational concepts in order to really satisfy the customers;correctly grasp the personal requirements of customers,and it is urgent to establish a Customer Relationship management(CMR) in commercial banks.Based on theories of customer relationship management and researches in the actuality of CRM in domestic banking industry.Through setting up the commercial banks CRM model and carrying out CRM measures.The thesis intends to find out how to properly introduce CRM into commercial banks and how to make efficient use of CRM.