Customer analytics maturity of Dutch SME finance banks
Designing a maturity assessment framework for customer analytics implementation at the Small and Medium-sized Enterprises finance banks in the Netherlands
M.F.W.H.A. Janssen – Mentor
A.M. Herdeiro Teixeira – Mentor
H.G. van der Voort – Mentor
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Abstract
Big data has become an important issue for the SME financial sector. The amount of data stored by banks is expanding and growing fast. These trends provide SME finance banks with a huge opportunity to enhance their businesses. Combining predictive analytics with automatic decision making, popularly known as customer analytics, makes it possible for the SME finance bank to understand their SME clients. In the Netherlands there is a lack of adoption regarding the use of customer analytics, what could be explained by an immaturity of banks. This paper aims at designing a maturity assessment framework for customer analytics implementation for the SME finance banks in the Netherlands. Aiming at assessing the maturity of SME finance banks at different domains, regulation, organization, technology and governance. This has not been done before. A framework is proposed by following the systems engineering design approach. Technology, data governance, organization and regulation are the main domains of the framework. The framework is designed according to the Capability Maturity Model Integration theory and is able to assess both technical and organizational components. However ,the framework should be expanded and more elements should be included into the framework. This enhances the assessment of maturity at Dutch SME finance banks.