Analysis of customer management system development specificity in the banking sector in the framework of sustainable business concept

Abstract

Companies in the banking sector that want to remain competitive must incorporate the concept of sustainability into all business processes. The aim of this study is to analyze the specifics of customer management system development in the banking sector to ensure sustainable business development. After scientific analysis of the literature, the customer management system is identified as a system for creating mutual, long-term benefits between companies and customers and includes customer data collection, data analysis, customer service process automation, communication channel management based on technology, machine learning, mathematical methods for analysis and big data collection. The study found that companies in the banking sector that want to operate profitably and achieve sustainability goals should focus on improving and streamlining operational and analytical customer management systems. Theoretical analysis of the intersection of customer management systems and sustainable business revealed that the literature at the intersection of these topics usually deals with the sharing of data focused on sustainability between customers and companies.