**Danil Dintsis** RU Training Center,

Global Business School, Moscow, Russian Federation

> Global Business School, Barcelona, Spain

Section 1

Introduction

**1**

Section 1 Introduction

**Chapter 1**

*Danil Dintsis*

**1. Introduction**

Introductory Chapter: Customer

Satisfaction Alignment with "On

This book is about the new role of IT in managing customer relationships. CRM (or customer relationship management) systems are well-known and widely implemented for a long time. On the edge IT technologies provide an opportunity for a breakthrough in customer relationship management and improve the role of IT in the process. In this book the respected authors represent their experience and provide meta-analysis of the

IT technologies implementation in the subject area and the results gained.

technologies for customer relationship management.

I.Implementing artificial neural networks (ANN)

b. Define customer groups by behavior

d. Customer recognition technologies:

g. Emotion recognition (voice and chat)

b. Define customer lifecycle in a company

f. Voice recognition

**3**

c. Search for customer individual preferences

e. Face recognition to improve customer service

II.Graph models. Predict customer path and lifecycle in a company

a. Define probable customer journey (on the example of buying a ticket)

a. Define product groups or bundle offers for sales

those new opportunities and tools.

In the current chapter, the author, who is the academic editor of the book, presents his vision and approach of the role of IT and especially on the edge

The growth of the on the edge technologies such as big data [1], machine learning, and artificial intelligence [2] provides new opportunities for customer relationship management. In this chapter, the author makes a general overview of

The ANN tools provide support for the vast area of business tasks in CRM area.

the Edge" IT Tools

#### **Chapter 1**
