Using Biometrics in Customer Relationship Management: Applications and Implications for Customers and Companies

Increasingly, companies are turning to biometrics to help them meet the challenge of retaining profitable, long-term customers. By using physiological or behavioural characteristics such as face geometry, voice, fingerprints and irises, customers can verify their identities for purposes ranging from payments to bonus point systems. This book examines the role that biometrics currently plays in Customer Relationship Management as well as possible future uses and ramifications (for example, data privacy issues), from both the customer¿s and the company¿s perspective. In addition to a review of biometric methods, standards and tools, it includes a checklist for consumers considering enrolling their biometric information in a CRM program and also recommendations for companies who may wish to implement biometrics. Iris recognition programs at selected airport automated border controls, a Point of Sale fingerprint payment system and a season ticket face recognition application are examined in detail.