Abstract
In recent years, as the Chinese financial industry opens, numerous of foreign capital banks station in China in succession. As the largest independent local bank in Hong Kong, The Bank of East Asia (BEA) was one of the first foreign banks granted Qualified Domestic Institutional Investor (QDII) status by the China Banking Regulatory Commission (CBRC). Faces the rigorous competition situation, which bring by the approach of global finance, the deeply turning of network operation, the creative of financial tool and financial product, the faintness of the boundary financial industry and non-financial industry, and the changes of financial regulation. BEA how to identify the demand of customer, reinforce the communication with customer, keep the old customer, and find and manage the customer resource effectively, gain advantage in numerous of competitors, succeed in exploiting the marker of mainland, the key is customer relationship management.
This article is relating to the analysis of the condition of our country local banking development, which is the environment of the customer relationship management of BEA. Introduced the current strategy of BEA. Find out and discuss the problem in customer relationship management strategic implement, customer's information management, customer service channels management, customer service center operation management and potential customer development. And put forward some suggestions to improve the customer relationship of BEA.
Key words: Customer relationship management, The Bank of East Asia, Foreign Capital Bank
