Customer Relationship Management Systems (CRM): Legal Issues

L. Márquez, E. Del Peso, and M. Piattini (Spain)


Customer Relationship Management, datawarehouse, audit, security.


Customer Relationship Management, known as CRM, is currently a very important topic due to its economic impact on organizations. It is undergoing notable progress from the technological point of view. An effective CRM environment is highly complex as it combines different types of systems: data warehouse, business intelligence, data mining, electronic commerce, etc. However, the legal aspects of CRM, the laws affecting it among others, cannot be forgotten. In this work we review the Spanish and European Community norms that should be taken into account when implanting a CRM system.

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