ANALYZING CUSTOMER NEEDS AND IMPROVING BANK SERVICES THROUGH SEGMENTATION
DOI:
https://doi.org/10.60078/3060-4842-2025-vol2-iss3-pp948-958Abstract
This article discusses the issue of limited ability to offer personalized services to clients in commercial banks of Uzbekistan due to insufficient analysis of their needs, financial status, and behavior. Banks offer standard services to clients, while personalized services are less widespread, which hinders customer attraction. The CRM system has not been fully implemented, and bank employees' skills in digital services are insufficient. The customer segmentation process is an effective tool for solving these problems and helps provide personalized services to clients. Segmentation helps banks improve services, increase competitiveness, and establish long-term relationships with clients.
Keywords:
customer segmentation bank services digital services customer needs financial status marketing strategy customer loyalty commercial banksReferences
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