The Canadian Privacy Law Blog: Developments in privacy law and writings of a Canadian privacy lawyer, containing information related to the Personal Information Protection and Electronic Documents Act (aka PIPEDA) and other Canadian and international laws.

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The author of this blog, David T.S. Fraser, is a Canadian privacy lawyer who practices with the firm of McInnes Cooper. He is the author of the Physicians' Privacy Manual. He has a national and international practice advising corporations and individuals on matters related to Canadian privacy laws.

For full contact information and a brief bio, please see David's profile.

Please note that I am only able to provide legal advice to clients. I am not able to provide free legal advice. Any unsolicited information sent to David Fraser cannot be considered to be solicitor-client privileged.

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The views expressed herein are solely the author's and should not be attributed to his employer or clients. Any postings on legal issues are provided as a public service, and do not constitute solicitation or provision of legal advice. The author makes no claims, promises or guarantees about the accuracy, completeness, or adequacy of the information contained herein or linked to. Nothing herein should be used as a substitute for the advice of competent counsel.

This web site is presented for informational purposes only. These materials do not constitute legal advice and do not create a solicitor-client relationship between you and David T.S. Fraser. If you are seeking specific advice related to Canadian privacy law or PIPEDA, contact the author, David T.S. Fraser.

Monday, March 29, 2004

Article: It's a matter of regaining trust in technology 

Australia's The Age publication has a very interesting article on trust and customer relationships. Many businesses have sadly let their customers down and have destroyed the trust that is essential to taking advantage of advanced customer relationship management.

It's a matter of regaining trust in technology - Next -
"It is not only a problem for the paranoid, because according to Longstaff, 'There has been a precipitous decline in trust in everything because of the public perception of the gap between what someone says and what they do. In terms of technology the gap between what technology promises and what is delivered has been apparent. And the gap between a promise and delivery always gives rise to a decline in trust.'

CRM technology has battled one of the biggest such gaps - because the slick marketing promises of vendors were not easily or cheaply delivered, and only now, several years after the first expensive systems went in, are CRM systems delivering on those promises. Julian Beavis, a vice-president of Teradata, which sells data warehousing and CRM tools, acknowledges that, 'The industry is renowned for grossly simplifying what it takes to do this'.

'It has gone some way to regaining its credibility, and people like the National (Australia Bank, which won an award for its database system in 2003) are making it work.

'The fundamental thing to make CRM work is trust, and that has been squandered, and now we have to get it back,' Beavis says. Getting it back, he believes, will require consumers to experience an alluring level of service underpinned by CRM, which will entice them and eventually rebuild their trust."


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