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Chapter 5

Privacy in CRM

Unless the public’s very real and growing privacy concerns are

addressed, electronic commerce will not reach its full potential; con-

sumer confidence and trust are necessary for E-commerce to flourish.

— Dr. Ann Cavoukian, Ontario’s Information

and Privacy Commissioner

The rapid growth of data warehousing as a business tool in a variety of

business sectors — financial, retailing, healthcare, travel — has placed new

emphasis on the issue of individual privacy, vastly increasing the opportunity

and ease with which personal information is collected, stored, and manipulated

(see Exhibit 1).

Advances in technology have dramatically ...