Ethics CRM relies on data collected from customers to create customized or one-to-one experiences for those customers. Data are collected at various touch- points-places in which the customer interfaces with the firm to provide information, such as at a check- out lane, on the phone, on the website, and so on. Do firms have an obligation to explain to custom- ers that they are collecting information from them to populate and drive their CRM initiative, or is it inher- ently obvious in today's world that such practices are routine? 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 touch- points-places in which the customer interfaces with the firm to provide information, such as at a check- out lane, on the phone, on the website, and so on. Do firms have an obligation to explain to custom- ers that they are collecting information from them to populate and drive their CRM initiative, or is it inher- ently obvious in today's world that such practices are routine? 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?
Principles Of Marketing
17th Edition
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Kotler, Philip, Armstrong, Gary (gary M.)
Chapter1: Marketing: Creating Customer Value And Engagement
Section: Chapter Questions
Problem 1.1DQ
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Transcribed Image Text:Ethics CRM relies on data collected from customers
to create customized or one-to-one experiences for
those customers. Data are collected at various touch-
points-places in which the customer interfaces with
the firm to provide information, such as at a check-
out lane, on the phone, on the website, and so on.
Do firms have an obligation to explain to custom-
ers that they are collecting information from them to
populate and drive their CRM initiative, or is it inher-
ently obvious in today's world that such practices are
routine? In general, what is your personal viewpoint
Transcribed Image Text:of database-driven positioning strategies? What are
the potential pros and cons to the company and to
the customer?
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