There are many cases when a customer relationship manager faces with tough decisions on a daily basis. “Decision support system (DSS) is defined as interactive computer-based system intended to help decision makers utilize data and models in order to identify and solve problems and make decisions. Like DSS “Business Intelligence (BI) describes new technologies and concepts to improve decision making in business by using data analysis and fact based analysis. Intelligent technologies can be applied to the efficient solution of problems in many business and industrial areas. Today not only in Armenia, but in all over the World there is unlikely to find any banking institution which is treating only one specific group of customers or specialized with only one banking product. Because of this issue banking institutions should create new services/campaigns to satisfy specific requirements of target customers. Use of DSS and BI will help satisfying customer needs, making more profit and be competitive in today’s complex banking environment. This book has been designed to show the practical phases of CRM implementation in Banking System.

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