“以客户为中心”至少包含了三层逐次递进的意思:客户以及对客户关系的维护对我们来说比什么都重要;我们必须具备良好的满足客户需要的服务能力与机制;所谓的市场竞争,其实争的就是客户。一、要充分认识和理解客户的重要性,并与员工达成共识。在银行经营中,最离不开的、最基本的就应该是维护与经营客户,没有客户就如同无米之炊、无源之水,都达不到经营效果。银行体制的改革、流程的更替、产品的创新,其宗旨都只有一个, “Customer-centric ” contains at least three layers of progressive meaning: the customer and the maintenance of customer relationships for us than anything else; we must have a good ability to meet customer needs and mechanisms; the so-called The market competition, in fact, the fight is the customer. First, we must fully understand and understand the importance of customers, and reached a consensus with the staff. In the bank business, the most inseparable, the most basic should be to maintain and operate the customer, no customer is like no straw, passive water, are not up to the business results. Bank system reform, process change, product innovation, its purpose is only one,