Gartner Research

Modern Privacy Regulations Could Sever or Strengthen Your Ties With Customers

Published: 23 February 2018

ID: G00340443

Analyst(s): Ilona Hansen , Jenny Sussin , Andrew Frank , Bart Willemsen

Summary

With the roll out of GDPR alongside other modern privacy regulations, customers have new opportunities to take back control of their data. Application leaders supporting CRM and the customer experience must maintain customers' privacy in order to ensure customer retention.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • The right to access will expose customers to the data you've collected on them, and will lead a percentage of them to share less information with you in the future
  • The right to be forgotten will mean a percentage of customers will make organizations remove information they have about them and so force organizations to gather it again at great expense or cease to be able to use it
  • The right to data portability will empower customers to more easily take their personal data — and business — elsewhere

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