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Research Paper | Information Technology | India | Volume 12 Issue 11, November 2023 | Popularity: 3.3 / 10

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Data Ethics in CRM: Privacy and Transparency Issues

Venkat Raviteja Boppana

Abstract: In today's data-driven world, Customer Relationship Management (CRM) systems are integral tools for businesses to understand and engage with their customers. However, with the vast amounts of personal data collected, ethical considerations around privacy and transparency have become increasingly important. Data ethics in CRM involves balancing the benefits of data-driven insights with the responsibility to protect customer privacy and maintain transparency. Companies must ensure that the data they collect is used responsibly and ethically, with a focus on consent and minimizing any potential harm. Privacy concerns include safeguarding sensitive information from breaches and misuse, while transparency issues revolve around clearly communicating data practices to customers. Customers are becoming more aware and concerned about how their data is used, making it crucial for businesses to build trust by being transparent about their data collection and usage policies. This includes openly discussing how data is gathered, stored, and shared, as well as giving customers control over their personal information. Ethical CRM practices not only help in complying with regulations like GDPR but also in fostering long-term customer relationships based on trust and respect. Companies that prioritize data ethics can differentiate themselves in the marketplace, creating a competitive advantage by demonstrating their commitment to privacy and transparency. In summary, as businesses increasingly rely on CRM systems to drive their strategies, addressing privacy and transparency issues with a strong ethical framework is essential for maintaining customer trust and ensuring sustainable success.

Keywords: Data ethics, CRM, privacy, transparency, customer data, consent, legal frameworks, ethical responsibility, data management

Edition: Volume 12 Issue 11, November 2023

Pages: 2234 - 2241

DOI: https://www.doi.org/10.21275/SR231115110701

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