Customer Profiles, Personalization and Privacy.

Abstract

"CRM has become a buzzword in almost every company and organization during the last few years. The approach of a customer-centred view is neither new nor supremely innovative. What is it that makes managers and scientists talk about Customer Relationship Management? It is most of all the belief in the potential of computer-based CRM. The possibility of electronically gathering, storing, analyzing and using customer-specific data is rather tempting. On the other hand, users are sometimes not willing to disclose as much information as desired or needed by the vendor to establish and improve CRM. Besides the hesitation of customers to convey personal data, rather strict privacy laws exist ? at least in European countries.",Customer Profiles