by Chan King-Yan, Chu Kin-Yan Jeannie, Hsu Mei-Ying. / Thesis (M.B.A.)--Chinese University of Hong Kong, 2003. / Includes bibliographical references (leaf 64). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iv / LIST OF TABLES --- p.vi / Chapter / Chapter I. --- Project Overview --- p.1 / Chapter II. --- Methodologies Applied --- p.3 / Step 1 Exploratory Research --- p.3 / Step 2 Interviews --- p.3 / Chapter III. --- The importance of CRM in China banking industry --- p.5 / Economic Globalization and China's Accession into WTO --- p.5 / The Influence of Information Technology (IT) --- p.5 / Changes in the Dynamics of Supply and Demand in the Financial Market --- p.5 / Rapid Response to Market Demands and High Level of Customization --- p.6 / Chapter IV. --- Current situation of CRM --- p.7 / The Reasons for the Failure of CRM --- p.7 / Treat Technology as the Primary Driver of Customer Strategy --- p.7 / Lack of Executive Support --- p.7 / Data Is Ignored --- p.8 / Information system (IS) organization and business users cannot work together --- p.8 / No Attention Is Paid to Skill Sets --- p.9 / CRM in China --- p.9 / CRM Industry Is in Chaos --- p.9 / Resistance of CRM Implementation --- p.10 / Willingness to Invest in CRM Training --- p.10 / Chapter V. --- Business environment of China --- p.11 / Politics --- p.12 / Economics --- p.15 / Demographic --- p.16 / Technology --- p.20 / Chapter VI. --- CRM implementation in Guangdong Development Bank in China --- p.22 / Introduction of Guangdong Development Bank --- p.22 / Strengths and Weaknesses --- p.22 / Feasibility and Benefits of Executing CRM --- p.26 / The Effect of External and Internal Factors on Strategy Formulation --- p.30 / Strategy Translation and Implementation --- p.34 / Stage 1 - Develop Prerequisite Arenas before Implementing CRM --- p.34 / Stage 2: Establish CRM system --- p.41 / Stage 3: Performance Indicators --- p.43 / Chapter VII --- RECOMMENDATIONS --- p.45 / Actions to Guarantee Long-term Success --- p.45 / APPENDIX --- p.49 / BIBLIOGRAPHY --- p.64