Banks are facing tougher competition, leading to less time and resources for managing credit relationships with small firms. Previous research has overlooked the importance of gathering and analyzing customer data in this process. A new approach suggests focusing on qualitative factors alongside financial aspects. By studying interactions between bank officials and small firms, researchers found that understanding human behavior and designing credit services accordingly can improve the credit management process. Matching the right credit intelligence systems to specific needs is crucial, as blind spots can occur when banks prioritize marketing over intelligence in serving small businesses.