Customer knowledge management or consumer surveillance

Jennifer Rowley

Global Business and Economics Review, 2005, vol. 7, issue 1, 100-110

Abstract: As organisations develop their customer knowledge practices, processes and competence, consumers and citizens need an increasingly sophisticated appreciation of the potential for, and nature of, consumer surveillance. The discussion in the paper is informed by an analysis of three typical transaction records, respectively from a supermarket, a bank and a telephone company. Analysis of these illustrates the type of patterns and customer knowledge that can be extracted. Organisations can use this data in shaping customer portfolios, building segments, new product development, fashioning business processes and customer service, and in marketing communication and promotions. Options for consumer response to surveillance include: ignore, monitor, engage, and sabotage.

Keywords: knowledge management; customer relationship management; CRM; customer knowledge management; consumer surveillance; consumer response. (search for similar items in EconPapers)
Date: 2005
References: Add references at CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://www.inderscience.com/link.php?id=6923 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:gbusec:v:7:y:2005:i:1:p:100-110

Access Statistics for this article

More articles in Global Business and Economics Review from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().