Who Really Owns Customer Data?

[mandy]

Ask CRM (customer relationship management) administrators about who owns the data populating their CRM systems, and you will likely get one of two emphatic answers: "my company" or "me."

Companies dedicate significant amounts of manpower, dollars and research collecting and maintaining the data that is the lifeblood of their business, and they are naturally protective of it. However, who really "owns" it? How have the ways we approach, access and interact with this information affected our perspectives on data ownership?...

Data ownership implies both possession and responsibility, and recently, we've seen how a shift in our Web-based practices has altered the way we perceive and interact with information. Professionals, students and consumers alike readily rely on Web-based searches to find the information they need. They actively contribute to or develop content online. They engage in social networking to share information. Possession and responsibility are now intrinsically linked to group collaboration and stewardship.

Accordingly, it is interesting to explore how the democratization and transparency of data, as influenced by Web-based practices, have altered notions of data ownership...

full article: http://www.crmbuyer.com/story/59744.html