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Logging Customers E-Mail

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by phil

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We recently implemented a CRM solution called Tour de Force, One of the many great features it has is the ability to log all Incoming and outgoing customer e-mail to the customer record,

It only log's e-mails that have a matching customer record,

My question is, We were discussing how to let our customers know that e-mail is logged, if we should even let them know at all,

We have looked at disclaimers at the bottom of outgoing e-mail's, or possibly a newsletter

Is anyone else logging customers e-mail's?
If so do they know about it?
Any other tips?

Also any suggestions on how to deal with e-mails that have a privacy statment at the bottom.

Thanks

1 reply

by oldefar

I don't believe there is an ethical or moral driver behind letting your customers know that you are logging emails they have sent to you or you have responded to them with. It is not the same as recording a conversation without letting all participants know.

I suspect the issue comes from those statements on the bottom of emails indicating it was only intended for the original recipient. These are not legally binding, and exhibit a foolish approach to control. IF the email is in relation to a MUTUALLY agreed to non-disclosure or confidentiallity pact, they are simply reminders. If not, then don't expect to force some unilateral terms on the recipient.

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