Comments on: DMR Poll: Privacy Issues when Merging CRM and Web Customer Data

By: Sandro Saitta

Sandro Saitta — Sat, 21 Nov 2009 16:32:56 +0000

@Tim: Thanks for your point of view. I would have the same feeling about privacy when the companies use public data (facebook, linkedin, twitter, etc.).

@Johan: This is definitely true. Of course, most people voting for this poll are readers of DMR and thus biased since they certainly are tech savvy. Anyway, I would still be interested to see what they think. I think my “normal” friend would think the same, you’re right

By: Johan

Johan — Wed, 18 Nov 2009 17:00:34 +0000

Very interesting poll. Unfortunately this will be biased towards people who actually know about privacy and the related issues. It would be nice if one could get responses from “normal” users, but then one would have to make them aware of the dangers etc as well.

What I have found from my “normal” friends is that they don’t mind if their information is mined. My “abnormal” friends (programmers, people in academics, general geeks like me) all tend to be more towards vigilent towards their privacy.

Anyway, nice post. Thanks.

By: TimManns

TimManns — Tue, 17 Nov 2009 23:48:50 +0000

re: “combines their customer data (CRM) with visitor behavior on its website for further targeting”

– > there is a very important detail in your question, namely “its”.

Your example seems fine. I have no objections at all for a company using “its own” data sources (call centre, web, outbound communications, sales, transactions etc) to better service and treat their customers (and prospects that interact with the company). I believe most people now expect a company to invest and deliver insights in a manner and time that suits the customer.

In my opinion some problems of privacy can arise when you start to use data from public sources (facebook, twitter, blogs etc) or data which does not pertain to the customers or prospects interaction with you (the company). In many of these situations there is no express consent from the individual, and *could* therefore back-fire as a perceived invasion of privacy.

– Tim