CRM-system och utmaningar för dataskydd inom detaljhandel

Sammanfattning: The purpose of this study is to investigate what new challenges CRM systems, Customer Relationship Management, have for the protection of personal data and security in retail. Today's IT development offers companies effective solutions for acquiring new customers and for retaining current customers. IT solutions such as data collection, data storage and analysis of data in real time are just a few examples of what a successfully implemented IT system can offer. CRM systems are the overall IT system solution that companies use, or show interest in using, to be competitive and ultimately achieve higher profits. The method chosen for this study is the research philosophy of pragmatism because it enables the use of different research methods which give a more accurate result. The study is mainly based on surveys and interviews and therefore both qualitative and quantitative methods are used. This study has examined four important variables, ie Privacy, Confidentiality, Integrity and Data Protection, to interpret and explain how these significantly affect the protection of personal data in the retail trade. Another result that emerged from the study is that the overall goal of CRM systems is to develop a strong and long-term customer relationship that minimizes costs and improves efficiency to meet and meet customer needs. Finally, the results of the study show that there is a great deal of awareness about the protection of personal data among consumers and in doing so it is concluded that the lack of protection of personal data among companies will lead to consumers choosing to leave companies.