Barbara is interested in the potential of CRM to better understand customers’ needs and serve repeat customers.

You are unsure of the privacy and security issues and wonder if they outweigh the potential for personalization.

Discuss the pros and cons of using CRM to better know TWC’s customers. QVC (qvc.com) is known for its TV shopping channels. As a leading TV-based mail-order service, QVC is selling on the Web too. In 2000, QVC served more than 6 million customers, answered 125 million phone calls, shipped about 80 million packages, and handled more than a billion page views on its Web site. QVC’s business strategy is to provide superb customer service in order to keep its customers loyal. QVC also appointed a senior vice president for customer service.