With the deepening of financial market reforms and the implementation of interest rate liberalization, competition in the Chinese banking sector has intensified. In a saturated market with increasingly homogeneous products, customer acquisition and retention have become critical. Banks recognize that understanding, analyzing, and retaining customers is essential for sustainable growth, thereby highlighting the strategic importance of CRM systems.

1. Managing massive customer bases requires IT support. A centralized customer database and analytics platform are needed to segment customers using multi-dimensional models (e.g., tier, product preference, channel preference, risk tolerance, investment preference, lifecycle stage).

2. Predictive analytics based on customer behaviour supports precise targeting of customer groups and enhances product responsiveness and marketing success rates.

3. Traditional reporting cannot uncover deep insights or forecast trends. Data mining techniques can reveal hidden patterns and support the full customer lifecycle management.