Frame Analysis of Customer Relationship Management in Commercial Bank Based on CAS

CRM of commercial bank has been a focus of our society, it is necessary for bank to improve the customer service in order to keep the profile for the long-run. CRM can be realized by financial product in the process of operation. So the most important way to improve the customer service is obtaining customer information and distinguishing valuable customers to keep and develop from the process. This paper analyzed the problems and reasons of the CRM of commercial bank, and pointed out that CRM is not a simple, static, local problem, it is a complicated, dynamic, comprehensive problem which can be called a complex adaptive system (CAS), and then proposed the application in CRM of commercial bank.