WHAT are the privacy issues faced in implementation and planning for the Crm

1. What are the Privacy issues
faced by implementing and
planning for the CRM
SUBMITTED BY –Saurabh Mehta
Manik Sharma

2. CRM stands for "Customer Relationship Management." It refers to a
software system or set of practices used by companies to manage
interactions with their customers and improve customer relationships. CRM
software typically includes features for managing customer data, tracking
customer interactions, analysing customer behaviour, and automating
marketing and sales processes.
The primary goal of CRM is to improve customer satisfaction and retention
by understanding customer needs and preferences and providing
personalized experiences. CRM software can also help companies identify
potential sales opportunities, track sales performance, and optimize
customer service processes. By using CRM, companies can gain a better
understanding of their customers and improve their overall business
operations.

3. PRIVACY ISSUES FACED BY CRM
Data Privacy: One of the significant challenges of implementing a CRM system is
protecting the privacy of customer data. The system stores a vast amount of
sensitive information, such as names, contact details, purchasing history, and
behaviour patterns. The company must have stringent data privacy policies in place
to ensure that this information is not misused or accessed by unauthorized parties.
Data Security: Along with data privacy, the security of customer data is also crucial.
The CRM system must be protected against cyber threats and unauthorized access,
including hacking, phishing, and other forms of cyberattacks. Implementing
security protocols such as encryption, secure login credentials, and regular backups
can help safeguard customer data.
Ethical Concerns: Collecting and analysing customer data can raise ethical
concerns, especially if the information is used without the customer's consent. The
company must be transparent about how they collect and use customer data and
give customers the option to opt-out of any data collection or analysis.

4. Compliance: Companies must comply with privacy regulations such as GDPR,
CCPA, and HIPAA, depending on their location and industry. Non-compliance
can result in legal action, financial penalties, and reputational damage.
Third-party Access: If the company uses third-party vendors to provide CRM
services, it is essential to ensure that these vendors have robust data privacy
and security policies in place. The company must have a clear understanding
of how the vendor accesses and uses customer data.

5. WhatsApp’s reputation as a secure messaging platform
came crashing down earlier this year, when a new data-
sharing policy not only drew the ire of its users, but broke
their trust as well.
In January 2021, WhatsApp users received a push
notification requiring them to accept new privacy terms in
order to continue using the app. The terms introduced data
sharing between WhatsApp and Facebook that would allow
businesses to use shared resources across the two platforms
to enable ecommerce and payment transactions.
But users interpreted the privacy update to mean that
Facebook could now read their messages or listen to their
calls. However mistaken users were about the update, their
expectations for privacy protection were disrupted.

6. Two years later, however, WhatsApp policy updates suggested data would
be shared for certain personalization and ad-targeting features, leading EU
regulators to further investigate the terms of the merger and fine the
company.
Further data integration plans were put on an “EU Pause” until data
sharing between the two platforms complied with the General Data
Protection Regulation (GDPR). Since 2016, the app has shared details like
phone numbers with Facebook to improve its own recommendations and
ads.
The strategy: WhatsApp bungled this policy rollout. Users misinterpreted
the new terms because the messaging wasn’t clear. And the platform’s
ultimatum—accept or stop using WhatsApp altogether by the deadline—
was aggressive.
WhatsApp had to clarify that data sharing affected only content sent
between users and businesses for the purposes of managing those
transactions. It sent countless clarifying messages and post FAQs assuring
users that neither it nor Facebook would have access to their encrypted
messages.

7. WhatsApp Protects and Secures Your
Private Messages
WhatsApp cannot see your private
messages or hear your calls and neither
can Facebook.
WhatsApp does not keep logs of who
everyone is messaging or calling.
WhatsApp cannot see your shared
location and neither can Facebook.
WhatsApp does not share your contacts
with Facebook.
WhatsApp groups remain private.
You can set your messages to disappear.

8. Implementing and planning for CRM in WhatsApp can pose several privacy
issues
Data Privacy: Implementing CRM in WhatsApp requires collecting and
storing customers' personal information, including phone numbers, chat
history, and contact details. Ensuring the security and privacy of this
information is crucial to avoid unauthorized access and misuse.
Consent: Companies must obtain consent from customers before collecting
their personal information for CRM purposes. They must clearly explain
how the information will be used and seek customers' permission to collect
and store it.

9. Data Protection: Companies must implement appropriate measures to
protect customer data from unauthorized access, hacking, and other
cyber threats. This includes using encryption and other security
measures to safeguard customer information.
Third-party Access: Companies may need to share customer information
with third-party CRM providers, which could lead to potential privacy
risks. It is essential to have a clear understanding of how third-party
providers handle customer data and ensure they adhere to data
protection regulations.
Misuse of Data: CRM data can be misused for targeted advertising,
spamming, or other malicious purposes. Companies must ensure that
customer data is used only for its intended purposes and is not shared
with unauthorized parties.

10. THANK YOU