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Year : 2019, Volume : 9, Issue : 5
First page : ( 1) Last page : ( 20)
Online ISSN : 2249-7323. Published online : 2019 May 1.

A Knowledge - Driven Model for Client Relationship Management

Law K. S.*, Chung Fu-Lai**

Department of Computing, Hong Kong Polytechnic University, Hung Hom, Hong Kong.

Department of Computing, Hong Kong Polytechnic University, Hung Hom, Hong Kong.

Abstract

Over the past few years, big data analytics trends are shifting the focus to business-driven data approach. Different businesses required to implement an effective and efficient data-driven business model to stay ahead in their competition by making use of the latest agile technologies and advanced analytics. As their key business partner, bank provides different products and services, such as cash management solutions and trade financing, to support their business operations. With the increase in corporate client expectation, new regulatory requirement, and new fintech solution providers, the traditional banking operating model using relationship manager-based sales model may not be a sustainable solution. In this paper, we aim to propose a knowledge-driven model for client relationship management for commercial banking by incorporating the latest machine learning and artificial intelligence applications. Different analytics use cases are discussed to improve the client relationship management process.

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Keywords

Customer Relationship Management, CRM process, CRM framework, Corporate Clients, Financial Industry.

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