Privacy concerns in CRM service

Customer Relationship Management, known as CRM, is a concept for increasing companies' profitability by enabling them to identify and concentrate on their profitable customers. Electronic Commerce Customer Relationship Management or ECCRM chiefly relies on Internet or Web-based interaction of companies with their customers. As a tool of CRM, the purposes and methods of data mining for firms are manifold and often help the firms to analyze business-critical data including person-related information. Indeed, there are norms in the United States and European Union that should be taken into account when implanting a CRM system. This paper reviews the U.S. and EU CRM service related legal regimes with emphasis on privacy protection at first. Then, it discusses the privacy concern in CRM service by doing some case study, mainly in the States. Finally, this paper probes into some practical suggestions for enterprises' better CRM service reference.