Customer Relationship Management System

Customer Relationship Management?

Customer Relationship Management (CRM) systems allow companies to target their most valuable customers. - Do you believe that the information gathered by these systems is an invasion of privacy? - Do you think it is fair to treat customers differently based on their potential value?

Public Comments

1. It's not treating them differently as in blowing off the less valuable ones, it's giving extra effort to people who will do more in return. You wouldn't market BMW equally to a average joe and a wealthy man would you?
2. Ethically its wrong to treat customer differently, they are all customers wether they differ on wealth, colour ot ethnic , they deserve to be treated in equal manner otherwise we intentionally, deliberately we will treat the treatment as serious professional discrimination.
3. It is not an invasion of privacy becuase the CRM tools are optional and usually a customer has to opt-out to this information. Such as a reward card. Price discrimination is not the goal of a CRM. The CRM allows the company to track trends in order to take advantage of the needs within demographics but not to take advantage of demographics. This is a good tool to manage segmentation. COSTCO uses a CRM system and will market those who frequent a COSTCO store more than those who rarely occupy the store.