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« SugarCRM Rocks - No Really - Literally | Main | Facebook Is Not Your BFF - But It Is F----d »

February 21, 2008


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yeah, most of our customers see as negative, I was confused with that.

Paul G.

David, you're absolutely right for the most part. Those issues aren't something that this software created though or even something that the software exacerbates. Those are issues endemic to the entire social media, network, software spectrum because it is a new field and the proper balance between privacy and conversation is still out to jury. For example, there are pharma companies that own facilitated user communities that are based around a specific medical condition or treatment that are run by a third party so the pharma company can monitor the traffic without its influence being apparent. I find that appalling because its deceitful. If Loyalty Lab doesn't have some way of letting the participants know they are being monitored or their data is being captured, I would be somewhat concerned. I don't know if they do. But on the other hand, a participant in a social network or user community has a REASONABLE expectation of privacy but the very fact they are participating in a public or private but social forum should indicate reasonably that someone somewhere is going to be monitoring or capturing the conversation, most likely. Naivete is not an adult excuse. However, that said, REASONABLE expectations means that things like Facebook's Beacon fiasco should NEVER happen.


The privacy / customer choice issues that are raised by this - without looking at the specifics, granted - are disconcerting at best, and potentially downright scary. This reads, to me, as "the customer can no longer keep private the conversations they have with other customers - we will know."

Granted, it is important to be able to resolve issues that customers see as negative (and prevent their spread) and repeat good experiences (and promote their spread), but this seems to be forcing traditional CRM constraints upon the new environment - CRM 2.0? - where the customer is in charge.

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