Balancing personalization in CRM with customer data privacy: Can you find the sweet spot?

When you have information about your clients as part of your daily business operations, it is necessary to have a system in line with your country's regulations to securely store this information. Offering this to your clients will generate the trust you seek in managing their data.

Como existe uma linha tênue entre o LGDP e o uso dos dados de forma consciente. e sempre necessário ponderar ate onde quais dados s?o necessários serem guardados para impactar positivamente.

1. Obtain explicit consent: Always ask for clear, informed consent before collecting and using customer data for personalization. 2. Minimize data collection: Collect only the data necessary for personalization to reduce privacy risks and maintain trust. 3. Prioritize data security: Implement robust data security measures to protect customer information from breaches and misuse. 4. Provide transparency: Clearly communicate what data is being collected, how it will be used, and allow customers to manage their preferences. 5. Offer value exchange: Ensure that the personalized experiences provided are valuable enough for customers to feel comfortable sharing their data.

a clareza de como esta assegurado os dados precisa ser primeira lei utilizando CRM. em qualquer vazamento comunique seu cliente para que ele se proteja. mostre onde a falha, mostre o que foi feito para solucionar, que o cliente ira confiar. todos estamos suscetíveis a erros.

como no caso do boticario que envio um cliente para ele excluir os informativos de datas como os dia dos pais. mesmo sendo hiperpersonalizados da para conseguir nao encomodar o cliente.

Personalization is more than “just” a personal salutation. It is the consideration of channel preferences, the right timing, the omission of disruptive communication, etc. Only this leads to an attentive dialog. This appreciation is the result of comprehensive personalization.

We keep reading that “transparency is the key to consent”. However, it is not enough, but only the minimum. The decisive factor is the combination of transparency AND added value AND convenience. Only when this is also experienced by the customer is the conviction certain that giving consent was the right decision. It Depends on the Ands.

I would say it's a first step that you need to take into your company CRM or client CRM to be compliance with regulations. You can utilize advanced CRM tools with built-in privacy features, such as data encryption and anonymization, to balance effective personalization with strong data protection. Don't forget to obtain explicit consent through form, chatbot before collecting or using customer data, ensuring that personalization efforts align with customer preferences and legal requirements.

Talking about technological tactics and improving personalization through AI is certainly not wrong. The danger is to overlook the most important point: Clean, consistent data that is comprehensively available for CRM. If there are gaps here that result in a poor CX for the customer, AI is just a band-aid.