A Study on Personal Customer Experience Optimisation

Bohan Fan (), Yang Gu, Haoran Ma, Jiayi Cui, Yunan Wang and Shiyu Han
Additional contact information
Bohan Fan: University College London
Yang Gu: University College London
Haoran Ma: The Hong Kong Polytechnic University
Jiayi Cui: The Hong Kong Polytechnic University
Yunan Wang: University of Windsor
Shiyu Han: University of Windsor

A chapter in Proceedings of the 2022 3rd International Conference on Big Data Economy and Information Management (BDEIM 2022), 2023, pp 449-454 from Springer

Abstract: 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.

Keywords: Marketing; customer relationship management; customer value (search for similar items in EconPapers)
Date: 2023
References: Add references at CitEc
Citations: View citations in EconPapers (1)

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-124-1_52

Ordering information: This item can be ordered from
http://www.springer.com/9789464631241

DOI: 10.2991/978-94-6463-124-1_52

Access Statistics for this chapter

More chapters in Advances in Economics, Business and Management Research from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().