Books reviewed in this article: Copyright Joint Editors and Blackwell Publishers Ltd 2001.

<DIV>“I’m in a business where people come to me with troubles. Big troubles, little troubles, but always troubles they don’t want to take to the cops.” That’s Raymond Chandler’s Philip Marlowe, succinctly setting out our image of the private eye. A no-nonsense loner, working on the...</div>

Purpose – This paper aims to examine how customer relationship management (CRM) systems are implemented in practice with a focus on the strategic application, i.e. how analytical CRM systems are used to support customer knowledge acquisition and how such a system can be developed....