...Adam Powell; Charles H. Noble; Stephanie M. Noble; Sumin Han Purpose The purpose of this paper is to examine the use of technology in customer relationship management (CRM) support capabilities by using an environmental contingency perspective. By examining the moderating effects of micro...

.../implications This study is limited to an assessment of three initiatives carried out by three European banks. The findings bring the issue of costs into customer relationship management in a constructive manner, abandoning the view of cost reductions as a necessary evil or drastic measure to handle...

... intelligence Case study Cross‐functional teams Customer relationship management Data mining Information systems Integration Market research The last few decades have seen a growth in organisational utilisation of competitive intelligence (CI), customer relationship management (CRM), data mining...