The so-called customer relationship management of commercial banks is to analyze customers' needs by using all kinds of reasonable and feasible information technologies under the premise of ensuring customers, so as to gradually cultivate regular customers of banks and realize more profits and market share of commercial banks. With the continuous advancement of economic globalization, China's economic market has also developed greatly in recent years, and customer relationship management has been paid more and more attention in the development of commercial banks. In this regard, first of all, commercial banks can grasp the actual changes of customers' needs by changing the management of customer relationship, so as to carry out their own marketing strategies and actual wealth management products according to the changes of needs, try their best to meet the needs of customers and increase the market share of commercial banks; Secondly, commercial banks need to deal with the relationship between customers, make the daily workflow of banks more stable, and enhance the feedback speed of commercial banks to customer problems; Finally, commercial banks should examine the service efficiency and quality of staff in their own banks to a certain extent, and further expand the influence of the core of commercial banks by establishing a good image of the docking process in the hearts of customers.

Second, the problems existing in the customer relationship management of commercial banks

Because there may be many random factors in the process of docking customers, commercial banks still have big problems in customer relationship management, which affects customers' satisfaction with commercial banks and indirectly affects the long-term development of commercial banks. 1. The management of commercial banks pays less attention to customer relationship management. For the management and development of customer relationship in commercial banks, the lack of understanding of customer relationship management by bank management is a common problem, which has a great impact on the development and maintenance of customer relationship in commercial banks. During the investigation, the author found that many commercial banks in China are still influenced by many traditional concepts in their daily work, so they attach great importance to bank management and neglect the development and maintenance of customer relationship, which leads to the overall low level of customer relationship management of commercial banks after the transaction, coupled with the lack of understanding of customer relationship management by bank management, there are many loopholes in customer relationship management of commercial banks, and customers' satisfaction with the efficiency and quality of commercial banks' services will be greatly reduced. 2. The concept of customer relationship management is backward. Generally speaking, commercial banks can improve the level and quality of customer relationship management to some extent by updating the concept of customer relationship management and then implementing it in their daily work. However, during the investigation, I found that many domestic commercial banks have been lagging behind in dealing with customer relationship, which has affected the development of customer relationship management as a whole. Although the slogan of "customer first" is posted in the service hall of commercial banks, in actual transaction work, commercial banks pay more attention to the transaction itself rather than customer-centered demand mining. In this way, customers' overall satisfaction with banks will decline, which is very unfavorable to the all-round development of banks in the new period. 3. The informatization level of customer relationship management is low. In the course of actual investigation, the author found that many commercial banks still neglected the application of customer relationship management and development software as a whole, knowing that their informatization level of customer relationship management was low. Many commercial banks can't use information software to establish a well-established database, which makes it impossible for commercial banks to grasp the real-time demand change information of customers. However, many commercial banks also neglect the software application of developing and maintaining customer information to some extent, and fail to analyze the potential needs of customers in time, which leads to the inefficiency of customer relationship management in commercial banks.

Third, suggestions on improving the level of customer relationship management in commercial banks.

1. Improving the management of commercial banks' understanding of customer relationship management plays an important role in improving the development and maintenance of customer relationship. Therefore, it is necessary for commercial banks to improve their understanding of customer relationship management if they want to effectively develop and maintain customer relationship. In this regard, commercial banks can organize managers to study customer relationship management theory courses, so that managers can gradually deepen their understanding of customer relationship management and gradually clarify its important role in customer relationship development and relationship; At the same time, commercial banks should pay more attention to customer relationship management in thought and action, and reserve some funds for customer relationship management to make the equipment of customer relationship management more complete, so as to fully ensure the smooth progress of customer relationship management in banks and get favorable comments from most customers and timely feedback of demand information. 2. Establish the concept of modern customer relationship management With the continuous development of China's market economy, more and more people begin to change their traditional concepts and pay more attention to the role of investment and financial management in daily life. Therefore, as a commercial bank, we should establish the concept of modern customer relationship management. First of all, commercial banks should truly take customers as the center, "activate" the bank's customer relationship management as a whole, and tap the actual needs of bank customers in various ways, thus creating more development profits for banks. High-quality and stable service is the best feedback provided by commercial banks to customers, and it can also enable customers to establish long-term cooperative relations with commercial banks; Banks should establish the concept of "full service", let all bank staff participate in the development and maintenance of customer relations, and comprehensively improve service quality. 3. Establishing a Customer Relationship Management Information System If we want to effectively improve the customer relationship management and development of commercial banks, it is also a better way to establish a sound customer relationship information database within commercial banks. Therefore, commercial banks should establish their own customer relationship information base on their existing customer relationship management system, record the details and needs of customers in detail, and archive them in computers to prevent information loss, thus effectively improving the quality of bank customer relationship development and maintenance. In addition, commercial banks can collect more customer demand information by applying customer information analysis software, so as to improve the development and maintenance of bank customer relationship to the greatest extent. 4. Reorganize business processes and provide quality services. Commercial banks should "customize" their own business and workflow, pay more attention to customers' actual feelings in the process of restructuring, and eliminate unnecessary links in transactions, so as to improve their work efficiency and customers' satisfaction with banking work to a certain extent. Commercial banks should also improve the quality of customer service, eliminate customers' dissatisfaction with business work, complete the corresponding business with a more positive mood, and enhance customers' loyalty to the bank.