Ethical Challenges in Customer Relationship Management in the Digital Era

Abstract

Swetha Suvarna is a distinguished alumni of the 2008-2010 batch. Possesses over 15 years of experience across diverse roles in the corporate sector. In the session, Ms. Swetha discussed the extensive use of customer data and digital technologies and also introduced several ethical concerns. Organizations face challenges in balancing business objectives with customers' rights to privacy, transparency, and fairness. Ethical CRM practices have therefore become essential for building trust and maintaining long-term customer relationships. The extensive use of customer data and digital technologies has also introduced several ethical concerns. Ms. Swetha highlighted, data privacy and security, hyper personalisation and manipulation, ethical use of social media and regulatory compliance in her session. She also shared a few key skills required for MBA graduates.