الفهرس 
Chapter one IntroductionOnly 14 pages are availabe for public view
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Abstract
The objective of the study is to analysis current customer relationship Management (CRM) system in one of the governmental banks and check if the bank uses new techniques in CRM as it’s found that the bank ranked as no1 in North Africa in 2014 then the bank’s rank degraded in the past 4 years. The researcher used interview method to collect data from managers that use CRM in the bank and used available files and records and found the following:
The bank has no centralized CRM system or customer segmentation.
The bank has no CRM system or customer segmentation based on customer behavior or interest.
The bank divide customers based on business decision not based on knowing customer interest or behavior such as retail customers(individuals) corporate customers(enterprise) however not all individual customers have same interest or behavior to consider them as one segment.
The bank has no data warehouse that includes historical data about customer, transactions and products to use it in analysis and know customer behavior, interest and predict customer reaction to new products based on historical data.
The bank doesn’t use new techniques in CRM.
The Research use a descriptive analytical approach through the following
Describe current situation in a bank.
Analysis current situation in a bank.
Define week points and strength points in customer segmentation in a bank.
Study current problems in customer segmentation in a bank.
Offer solution to current situation in customer segmentation in a bank.
The Hypothesis was that the bank isn’t using new techniques in CRM. The population is Governmental banks that exists in Cairo. And the researcher chose one of the governmental banks to study its CRM system and available resources. The research is limited to Governmental banks that exist in Cairo as researcher is unable to travel to cover all branches.
The researcher collected data about the current Customer relationship management (CRM) in the bank, hardware, software, IT organization chart and human resources. As per analysis it’s found that the bank didn’t follow the new techniques in CRM such as data mining, data warehouse and knowledge base but it has available hard ware, software and human resources that enable the bank to develop CRM. After the researcher proposed Decision support system (DSS) solution to improve CRM. The Proposed DSS consists of data warehouse, CRM data mart and data mining process which its output shows in OBIEE reports and stored on knowledge base. Also, there’re two case studies of applying data mining implemented on sample data:
Case study implemented on data of IFRS9 project of performing and nonperforming customers of personal business loans and Use classification method to know best marker for performing and nonperforming using weka tool resulted in decision tree that specify the most probably characteristics of performing and nonperforming customers to be able to predict performing and nonperforming customers for personal business loans.