Keywords
Abstract
Ushbu maqolada tijorat banklarida mijozlar bilan aloqalarni boshqarish (CRM) tizimlarining ahamiyati hamda ularning mijozlarning qoniqish darajasi va sadoqatiga ta’siri chuqurroq tahlil qilinadi. Banklar uchun mijozlar bilan samarali va uzoq muddatli aloqalarni o‘rnatish bugungi raqobat muhitida muhim strategik ustuvorlik hisoblanadi. CRM tizimlari bu borada banklarga nafaqat mijozlarning ehtiyoj va xohishlarini yaxshiroq tushunishga yordam beradi, balki ularga individual yondashuv asosida xizmat ko‘rsatish imkonini beradi.
Tadqiqot natijalariga ko‘ra, mijozlarning 70% CRM tizimidan mamnunligini ta’kidlab, asosan personalizatsiyalangan xizmatlar va bank bilan oson aloqaga kirishish imkoniyatini yuqori baholagan. Shunga qaramay, mijozlarning 30% tomonidan javoblarning kechikishi, muloqot qilishdagi qiyinchiliklar kabi muammolar aniqlangan, bu esa tizimni yanada rivojlantirish zaruriyatini ko‘rsatmoqda.
Maqolada keltirilgan tadqiqotlar shuni ko‘rsatadiki, O‘zbekiston bank tizimida CRM tizimlarining qo‘llanilishi o‘sib borayotgan raqamli iqtisodiyot sharoitida muhim ahamiyat kasb etmoqda. Kelgusida banklar CRM tizimlarini yanada zamonaviylashtirib, ularga sun’iy intellekt va ma’lumotlarni tahlil qilish texnologiyalarini joriy qilish orqali mijozlar bilan aloqalarni yanada yaxshilashlari mumkin. Bu esa banklarning raqobatbardoshligini oshirish va mijozlarning uzoq muddatli sadoqatini ta’minlashda asosiy omil bo‘lishi kutilmoqda.
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