Letter From the Editor Claudio Marcus 5 June 2002 Effective customer relationship management (CRM) requires enterprises to become increasingly customer-centric. Yet, when it comes to leveraging customer information, most enterprises have taken the approach of gathering and analyzing just about any piece of customer data they can get their hands on without much regard for or input from the very customers with whom they are looking to build relationships. Although most enterprises have already established some customer information privacy guidelines, such policies often remain more focused on the enterprise's needs than on the privacy concerns of the customers. Moreover, few enterprises actually allow customers to see what information is collected and how it is used, mostly because of fears that doing so will result in some customers not being willing to be so closely observed or being less willing to receive an ongoing barrage of communications.    Read more

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	Managing Conflicts of Customer Insight and Privacy in CRM 5 June 2002 Walter Janowski   Claudio Marcus To be successful at customer relationship management, enterprises must understand how to achieve an appropriate balance between developing customer insight and maintaining customer privacy.

When It Comes to Privacy, One Size Doesn't Fit All 30 May 2002 Scott Nelson Faced with a privacy backlash, savvy enterprises are learning that not all customers have the same attitude about privacy. On this issue, customers can be categorized in five distinct groups, and each type should be treated differently.		Worst Practices in Customer Privacy Management 4 June 2002 Walter Janowski Enterprises that stray from best practices when dealing with personal information risk customer backlash or worse.
Five 'Privacy Protecting' Ways to Encourage Opt-In 31 May 2002 Adam Sarner Enterprises lose a valuable communication channel when their customers "opt out" of e-mail marketing campaigns. These five methods encourage customers to "opt back in" while protecting the customers' privacy.		Privacy in Personalized Customer Service 31 May 2002 Esteban Kolsky By making sure that customer privacy remains a priority, even in exceptional situations, you can ensure the success of your personalized customer service implementations.
CRM-Related Privacy Concerns in the Remote Workplace 23 May 2002 Richard De Lotto Remote workers pose unique consumer privacy and information security problems for customer-relationship-management-enabled enterprises. Those problems could drive up costs or unacceptably reduce workforce flexibility.