Executive Briefings

Using CRM Data to Defend Against Customer Lawsuits

If a customer slips and falls in a large box store and then decides to sue the store, it would certainly be appropriate for the retailer to examine the videotapes relating to the slip and fall, see whether the customer did - in fact - fall, observe how that person was behaving before the fall and afterward, and determine what the condition of the floor was at the time of the incident.

But when a Vons customer sued the grocery store after he allegedly slipped on spilled yogurt, the supermarket in litigation called up his purchasing habits, determined he had purchased "a lot" of alcohol and questioned his sobriety at the time of the accident. (Vons denied the allegation, and the lawsuit was reportedly thrown out of court.)

What if a customer alleges some injury and the store has a record from the in-house pharmacy showing the customer had been prescribed, and purchased, pain medication for months or years before the alleged injury - suggesting a pre-existing condition. How about a customer suggesting that a retailer's conduct caused severe weight gain or loss? Could that person's purchasing records of sizes worn be used against him or her?

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Keywords: Customer Relationship Mgmt., Technology; Retail, Food and Beverage, CPG; Legal, Govt. & Regulatory Issues, Supply Chain Analysis & Consulting, Global Supply Chain Management, Purchasing Habits, Purchasing Records, Slip and Fall

But when a Vons customer sued the grocery store after he allegedly slipped on spilled yogurt, the supermarket in litigation called up his purchasing habits, determined he had purchased "a lot" of alcohol and questioned his sobriety at the time of the accident. (Vons denied the allegation, and the lawsuit was reportedly thrown out of court.)

What if a customer alleges some injury and the store has a record from the in-house pharmacy showing the customer had been prescribed, and purchased, pain medication for months or years before the alleged injury - suggesting a pre-existing condition. How about a customer suggesting that a retailer's conduct caused severe weight gain or loss? Could that person's purchasing records of sizes worn be used against him or her?

Read Full Article


Keywords: Customer Relationship Mgmt., Technology; Retail, Food and Beverage, CPG; Legal, Govt. & Regulatory Issues, Supply Chain Analysis & Consulting, Global Supply Chain Management, Purchasing Habits, Purchasing Records, Slip and Fall