In principle, the system should recognize a customer by his online activity, for example by his Facebook profile, or ideally because he logs into online banking with his customer number.
After identification, the customer profile is linked to other activities, enabling a needs analysis.
The most unserstandable example is a somewhat exaggerated one:
A woman logs into her online banking system, which identifies her beyond doubt and links her to other activities in her browser.
She then orders a baby cot on Amazon and posts on Facebook that she is 6 months pregnant.
These processes are recorded, analyzed and stored by the CRM system.
3 months later she automatically receives an offer for education insurance for her newborn child.