the structure of the book comprises two parts. part 1 outlines the current state of play as far as customer information is concerned and attempts to isolate that which has been successful in achieving an environment of customer intelligence. it also examines the critical issues and dilemmas now facing decision-makers and how these are likely to be resolved. part 2 seeks to isolate the critical success factors that will guide our next steps in utilising customer information and proposes remedies to the deficiencies and obstacles that have been explored earlier. this a book that is rooted in, and informed by, the authors experience of working with large and small corporations seeking to build business intelligence systems that have altered, and will continue to alter, the balance of power in the marketplace.