Ethics CRM relies on data collected from customers to create customized or one-to-one experiences for those customers. Data are collected at various touchpoints-places in which the customer interfaces with the firm to provide infotmation, such as at a checkout lane, on the phone, on the website, and so on. Do firms have an obligation to explain to customers that they are collecting information from them to populate and drive their CRM initiative, or is it inherently obvious in today's world that such practices are toutine? In general, what is your personal viewpoint of database-driven positioning strategies? What are the potential pros and cons to the company and to the customer?
Ethics CRM relies on data collected from customers to create customized or one-to-one experiences for those customers. Data are collected at various touchpoints-places in which the customer interfaces with the firm to provide infotmation, such as at a checkout lane, on the phone, on the website, and so on. Do firms have an obligation to explain to customers that they are collecting information from them to populate and drive their CRM initiative, or is it inherently obvious in today's world that such practices are toutine? In general, what is your personal viewpoint of database-driven positioning strategies? What are the potential pros and cons to the company and to the customer?
Chapter1: Taking Risks And Making Profits Within The Dynamic Business Environment
Section: Chapter Questions
Problem 1CE
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Ethics CRM relies on data collected from customers
to create customized or one-to-one experiences for
those customers. Data are collected at various touchpoints-places in which the customer interfaces with
the firm to provide infotmation, such as at a checkout lane, on the phone, on the website, and so on.
Do firms have an obligation to explain to customers that they are collecting information from them to
populate and drive their CRM initiative, or is it inherently obvious in today's world that such practices are
toutine? In general, what is your personal viewpoint of database-driven positioning strategies? What are
the potential pros and cons to the company and to
the customer?
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