Notice of RetractionThe Research of Personal Customer Relationship Management for Commercial Banks Based on Multidimensional Model of Customer Loyalty

Notice of Retraction

After careful and considered review of the content of this paper by a duly constituted expert committee, this paper has been found to be in violation of IEEE´s Publication Principles.

We hereby retract the content of this paper. Reasonable effort should be made to remove all past references to this paper.

The presenting author of this paper has the option to appeal this decision by contacting TPII@ieee.org.

Cultivating customer loyalty is a critical goal of customer relationship management (CRM). Traditional CRM is lack of a relatively complete model of customer loyalty and couldn´t support customer loyalty management efficiently in business processes, organization and culture, and information systems. New banking personal CRM strategy is proposed based on multi-dimensional model of customer loyalty including customer perceived value, relationship quality, switching barriers, and customer complaints. It is focus on cultivating customer loyalty of valuable and loyal segmentation through multi-driver, multi-channel, secure zone strategy and one to one loyalty program. And customer loyalty management and analysis sub-system are proposed to enhance banking CRM system. It is helpful for the commercial banks to discover and develop the strategies and systems of personal CRM further and improve customer loyalty.