Gartner Research

Three Ways to Support CRM While Ensuring Customer Data Privacy

Published: 18 February 2016

ID: G00294342

Analyst(s): Jenny Sussin , Ayal Tirosh

Summary

IT's responsibility in safeguarding customer data will vary by role. However, application leaders supporting CRM must ensure customer data privacy to make customers feel confident enough to provide accurate data, which will improve data quality and reduce the likelihood of abnormal customer churn.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Work With Your Entire Employee Base to Ensure the Privacy of Customer Data Residing in CRM Systems
  • Be Transparent About Your Collection of Customer Data
  • Use Collected Data to Only Personalize Experiences in the Context of Customers' Current Needs
  • Conclusion

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