Abstract
Customer relationship management, known as CRM, is a concept for increasing companies’ profitability by enabling them to identify and concentrate on their profitable customers. Electronic commerce customer relationship management or ECCRM chiefly relies on Internet or Web-based interaction of companies with their customers. As a tool of CRM, the purposes and methods of data mining for firms are manifold and often help the firms to analyze business-critical data including person-related information. Indeed, there are norms in the USA and European Union that should be taken into account when implanting a CRM system. This paper reviews the US and EU CRM service-related legal regimes with emphasis on privacy protection at first. Then, it discusses the privacy concern in CRM service by doing some case study, mainly in the States. Finally, this paper probes into some practical suggestions for enterprises’ better CRM service reference.
Published by “Proceedings of Int’l Symposium on China Hospitality Management & Business Information 2007”, August 7–9, 2007, pp. 533–538.<ISTP indexed>
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Guo, Y., Huang, H. (2015). Privacy Concern in CRM Service. In: Guo, Y. (eds) Research on Selected China's Legal Issues of E-Business. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-662-44542-6_10
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DOI: https://doi.org/10.1007/978-3-662-44542-6_10
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