Information Technology Model for Customer Relationship Management of Nonbank Lenders: Coupling Profitability and Risk

Анотація

Nonbank lenders demonstrate upward trends of development. Mainly it is due to fintech growth and a high level of adaptability to customer`s needs and preferences. One of the actual channelings for such development is elaborating on customer relationship management. Significant credit portfolios are the background for this. The analysis of credit portfolios indicates great differences in borrower’s profitability as in borrower`s risk. The idea of this paper lies in constructing a methodological way for borrowers clustering and constructing the design of an information technology model which applies to customer relationship management. The starting point of the proposed way is grouping borrowers based on Stobachoff curves. Following that to create clusters by K-means and fuzzy approaches through adding some characteristic of the borrower. The lending strategy corresponds to each cluster. Considering that changes in borrower status and payments are very dynamic we propose the design of an IT model, which in automatic mode form a lending strategy to concreate borrower. Such an approach is applied to customer relationship management.

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