Larger financial institutions have an edge over small and nimble Internet upstarts in electronic customer relationship management (CRM), according to a new report released by Meridien Research in Newton, Mass.
Larger institutions often have more experience with data analysis technologies and have already built data warehouses to track the huge amounts of customer data they’ve collected, said Anya Astafieva, a Meridien analyst who authored the report on the ability of banks to track the customers who use their Web sites.
