Consumer power and privacy

This paper briefly reviews the difficulties that privacy concerns are creating for the growth of e-business and customer relationship management (CRM).

Consumer Power And Privacy

The changing nature of CRM

Keith Fletcher University of East Anglia

INTRODUCTION

Companies are gathering an increasing amount of personal information from consumer transactions, especially online, and using it to improve sales and service effectiveness. Various commentators have observed that managing this information exchange has become one of the most significant issues confronting business in the information age:

Any business that gathers, stores or disseminates personal information must confront privacy issues in substantive ways, as individuals begin exerting control over what is gathered and how it is used.

(Sullivan 2000)

There is growing concern among...

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