*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 services are shortening dramatically.

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*OBJECTIVE 1To identify business need and knowledge that exists within the banking operationsAIMTo established a comprehensive and collaborative knowledge management system that embraces the creation, retention, sharing and utilization of customers knowledge which are consequently deployed to meet individual customers needs. OBJECTIVE 2To elicit, organize, generate, captured and access tacit/explicit knowledgeOBJECTIVE 3To establish and promote a knowledge sharing culture

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

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*The CCMS METHODOLOGY CYCLE

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*The CCMS Use Case diagram

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BENEFITS OF CCMS Future WorkBanks performance Fraud DetectionMarketingSocial NetworkRisk Management Budget PlanningSegmentation of customers Customer Acquisition and RetentionHigher quality products, decisions & recommendations

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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