INTRODUCTION

Customer Knowledge Management is becoming

more important for banks as market conditions
get harder. Competition is increasing, margins
are eroding, customers are becoming more
demanding and the life-cycles of products and
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services are shortening dramatically.

Banks must begin to harness and leverage on

acquisition, processing and deployment of their
customers knowledge. That is where knowledge
management techniques can be used to capture,
share, apply, leverage and possibly create
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knowledge for customer retention by offering

OBJECTIVE 1

To identify business need and

knowledge that exists
within the banking
operations

AIM
OBJECTIVE 2
To elicit, organize,

To established a comprehensive and

collaborative knowledge management

generate, captured

system that embraces the creation, retention,

and access

sharing and utilization of customers

tacit/explicit

knowledge which are consequently deployed

knowledge

OBJECTIVE 4
To exploit knowledge for
better decision
making and feedback
that will serve each
customer best

to meet individual customers needs.

OBJECTIVE 3
To establish and promote a
knowledge sharing culture
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The CCMS
METHODOLOGY CYCLE

The CCMS Use Case

diagram

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BENEFITS OF CCMS

Future Work

Banks performance

Fraud Detection

Marketing

Social Network

Risk Management

Budget Planning

Segmentation of customers
Customer Acquisition and Retention

Higher quality products, decisions &

recommendations

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Todays connected customers expect every interaction

with their banks to be tailored to their needs and
preferences. They expect that banks proved that they
have listened to them. They expect immediate
response and resolution. Therefore, banks must begin
to harness and leverage on acquisition, processing
and deployment of their customers knowledge for
competitive advantage.

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