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
- 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?
- 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.
- 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.
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