Customer Relationship Management Systems Handbook

218 Customer Relationship Management Systems Handbook

near-term communications needs of their customers and conduct research into

the aspects of products or service these customers value most in a long-term

relationship.

Summing Up: Personal Privacy Is a Key Component of CRM

The information presented in this chapter describes how the protection of

personal information affects a variety of business activities, from the design

and infrastructure of a data warehouse to the collection, access, and use of

customer data.

The recommended approach to responding to customer requirements to

know what data organizations are collecting on them, what the data is used

for, and to enable them to opt-out of selected programs, is to keep the data

in the database, develop ...