CRM eWeekly (e-Newsletter)
Cloud Dashboard (e-Newsletter)
CRM Featured News
CRM Across the Wire
Archived Best Practices Articles
Big Data CRM
Customer Service/Call Centers
Consumer Packaged Goods
Big Data CRM
Customer Service/Call Centers
CRM Buyer's Guide
Best Practices White Papers
CRM Evolution Conference
Customer Service Experience
What is CRM?
How to Advertise
Cookie Jar Control
Many online consumers still see cookies as spyware, and because those who want to opt out will, one analyst advises that firms make it easy for them.
Posted Mar 20, 2006
Online consumers want better control of their personal data, according to data from Forrester Research's recently released "Consumer Technographics Q4 North American Healthcare, Consumer Experience and Retail Online Survey." Consumers aged 55 and over were particularly concerned regarding their privacy, the survey says. "We're really finding that consumers are becoming more concerned about the security of their data," says Moira Dorsey, a senior analyst at Forrester. People are becoming more aware of privacy and security issues, in part due to repeated reports about these issues and security breaches. "The concern about keeping their personal information private increases with age," Dorsey adds. "They're more apt to read privacy disclosures and more apt to opt out of non-essential data collection and use." Eighty percent of all online consumers don't want their information to be shared with other businesses. Forty-six percent of consumers say they opt out of data collection services. "That was the question that got the most definitive answer," Dorsey says. She couldn't explain the discrepancy between the percentage of respondents who say they want to opt out and those who actually do. Dorsey recommends a couple of steps for firms that want to foster better relationships with their online customers:
Explain what cookies do.
Give users an easy path to opt out of nonessential data collection and use.
Some users won't be convinced that cookies aren't a form of spyware, so privacy policies should provide a clear explanation of data-sharing practices along with links to forms that enable users to opt out of nonessential use of their data.
Companies need to look for the best intersection between their business goals and those of the end user, Dorsey says. "By making it difficult for [users], they're only going to frustrate them in the process. What we're suggesting is that for those consumers who want to opt out of their online use of data, make it simple for them. They're going to do it anyway."
A Customer Respect Score Remains Level
Helping Consumers to Swallow Cookies
WebTrends' 7.5 Includes a Recipe for Cookie Cutters
To contact the editors, please email
Every month, CRM magazine covers the customer relationship management industry and beyond. To subscribe, please visit
Redefining the “M” in CRM
Terminus Unveils Account-Based Marketing Cloud for Salesforce.com
What Can Marketers Learn From the Presidential Campaign?
NUVIAD Launches NUVIAD Express
ConversationDriver Integrates with CRM Systems
Other Sites from
Database Trends and Applications
Faulkner Information Services
Smart Customer Service
Streaming Media Producer
Delivering Certainty Through In-Depth Analysis of Enterprise Technology, IT, Marketing & Media Trends
Coming August 30th: "Extreme Call Deflection: Utilizing your Digital Arsenal"
While the phone still remains the most popular safety net for customer service, it's not the consumer's first choice. Today, 64% of consumers begin their journeys online, and over 70% will seek live agent assistance if they can't get what they need done on the website. Register for this free webinar and you will learn how to deal with extreme call deflection.
Coming September 7th: "Outperform Through Analytics: Understand Your Business, Optimize Your Resources, Satisfy Your Customers"
Join this webinar and learn how Qlik helped HDFC see the whole story within its data, increase end-to-end understanding of its business, and better leverage resources, resulting in cost savings, reduced customer response times and improved satisfaction, and increased growth, making HDFC Life one of the top private life insurance providers in India.
CRM Topic Centers
CRM Industry Solutions
© 2000 -