ll models were analyzed in cooperation with bank employees and middle and senior management, assisted by an external consultant. The employee suggestions noted during the modelling phase were also taken into account in the analysis. The postulations of the three theories were used as a starting point to identify 12 CSFs specific for the studied bank. The case-specific CSFs were presented and discussed at a workshop attended by senior and middle management. Table 1 only includes the CSFs that were included in the empirical study in the continuation of the paper.