Ethical dilemmas in customer relationship management

  • Mary McKinley


This chapter looks at the ethical nature of customer relationship management (CRM) in organisations and examines whether or not the trust on which data collection and storage depend are justified. Knowledge about customers and clients has become one of the most critical driving forces for business success, and intelligent organisations believe that knowing as much about the customer as possible is an asset that grows with time and gives the organisation the ability to continuously compete and innovate (Gupta, Lakshmi and Aronson, 2000).


Business Ethic Intellectual Property Knowledge Sharing Tacit Knowledge Ethical Dilemma 
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© Mary McKinley 2012

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  • Mary McKinley

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