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Practicing Customer Relationship Management (CRM)
System. Edition No. 1
VDM Publishing House, Feb 2009, Pages: 124
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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