• Facebook
  • Linkedin
  • Twitter
eClerx Digital
  • All Solutions
    • A/B Testing and Optimization
    • Campaign Operations
    • CGI
    • Creative Services
    • Data Management
    • Digital Analytics
    • Digital Asset Management – FLUiiD4®
    • Forecasting Solutions
    • Intelligent Automation (RPA)
    • Personalization
    • Pricing and Competitive Intelligence
    • Replatforming
    • Search Engine Optimization
    • Social Media Services
    • Tag Management
    • Website Search Optimization
  • Industries
    • Solutions for fashion and luxury companies
    • Solutions for retail and ecommerce companies
    • Technology – Hardware
    • Technology – Software
    • Solutions for banking and financial services
    • Solutions for travel and hospitality companies
    • Solutions for furniture and home furnishing companies
  • Blog
  • About Us
  • Contact Us
  • Search
  • Menu
You are here: Home / Marketing / Measuring Loyalty
black50

How to Measure Subscriber Loyalty
When You have Incomplete Data

How to Measure Subscriber Loyalty
When You have Incomplete Data

By Stephen H. Yu, 03/23/2018

Properly measuring customer loyalty is often difficult in a multi-channel B-to-B marketing environment.The first question is often, “Where should we start digging when there are so many data silos?” Before embarking on a massive data consolidation project, we suggest organisations begin by identifying customer loyalty categories.This exercise helps to narrow down the list of data assets you will need to work with.

Who are your valuable customers? What will be their value over the next several years? How long will they continue to do business with you? Which ones are vulnerable and who are likely to churn in the next three months? Wouldn’t it be great if you could identify the vulnerable amongst your valuable customers, “before” they stop doing business with you?

Marketers often rely on surveys to measure loyalty. Net Promoter Score, for example, is a good way to measure customer loyalty at the brand level. But if you want to be proactive about each customer, you need to know the loyalty score for everyone in your base. Asking everyone is extremely cost prohibitive and impractical. Moreover, respondents may not be completely honest about their intentions, especially when it comes to monetary transactions.

That’s where modeling techniques come in. Without asking direct questions, what are the leading indicators of loyalty or churn? What specific behaviors lead to relationship longevity versus complete attrition? In answering these questions, past behavior has often proven to be a better predictor of future behavior than survey data.That’s because what people say they “would do” and what they “actually do” are in fact different.

Modeling is also beneficial, because it fills inevitable data gaps. No matter how much data you’ve collected, you’ll never know everything about everyone within your base. Models are tools that make the most of available data assets, summarizing complex datasets into forms of answers to questions. For instance, how loyal is Company XYZ? The loyalty model score will indicate the answer in a numeric form, such as a score between 1 and 10, for every entity in question. Undoubtedly, that’s a much simpler option than setting up rules by digging through a long data dictionary.

Maximizing the Power of Data
No matter the form, modeling is useful for maximizing the power of available data.Remember: Marketers must begin small using readily available data assets, then gradually improve them over time.

Image-plus-quote2

eClerx Digital recently developed a loyalty model for a leading US computing service company. The purpose of the modeling exercise was two-fold: (1) Identify the group likely to be loyal customers and (2) pinpoint the “vulnerable” segment in the base. This allowed our client to enhance treatment of “potentially” loyal customers even before they showed obvious signs of loyalty. At the opposite end of the spectrum, the client could proactively contact “vulnerable” customers, if their present or future value (need a customer value model for this) was high. We call that the “valuable-vulnerable” segment.

We could’ve also built a separate churn model.However, this would have required extensive historical data in the form of time-series variables (processes for those can be time-consuming and costly). To arrive at the answer quickly with minimal data access, we chose to build one loyalty model, making sure that the bottom scores measured vulnerability, while the top scores indicated loyalty.

What did we need to build this model? Again, to provide “usable” answers in the shortest time, we used only transaction history from the past three years along with 3rd party firmographic data. We considered the following: promotion and response history data; technical support data; non-transactional engagement data; and client-initiated activity data. All of which were pushed out for future enhancement due to difficulties in data procurement.

Loyalty has several different meanings. For our purposes, we considered multiple options to define “loyal” as a mathematical term for modeling. Depending on the purpose, it could mean high value, frequent buyer, tenured customers, or other measurements of loyalty and levels of engagement. Since we were starting with the basic transaction data, we examined many possible combinations of RFM data.

In doing so, we observed in this instance that many indicators of loyalty behave radically differently among distinct segments defined by spending levels. A clear sign that separate models were required. Other cases, such overarching segments can also be defined based on region, product line, or target groups.

We divided the base into small, medium and large segments based on annual spending levels. Then we examined other types of loyalty indicators for a target definition. If we had survey data, we could have also used them to define the meaning of “loyal.” In this project, we mixed the combinations of recency and frequency factors, where each segment ended up with different target definitions. For the first round, we defined loyal customers with the last transaction date within the past 12 months and total transaction counts within the top 10-15% range, whereas the governing idea was to have the target universes that were not “too big” or not “too small”. During this exercise, we concluded that the small segment of big spenders were deemed loyal, and no model was needed to further differentiate them.

Graph-1-1030x493

As expected, models built for small and medium level spenders were quite different in terms of data usage as well as the weight assigned to each variable. For example, even for the same product category purchases, a recency variable (i.e. weeks since last transaction within the category) showed up as a leading indicator for one model, while various bands of categorical spending level were important factors for the other. A common variable such as industry classification code (SIC code) also behaved very differently, validating our decision to build separate models for each spending level segment.

The following is the efficiency curve for one of the resultant models:

Graph-2-1030x405

This is a typical method of measuring the predictive power of the model in terms of “cumulative gains” realized by the exercise. Here, the top model group displays over 4x gain in terms of loyalty measurement over the general population, while the tail end of the curve indicates “not-so-loyal” or “vulnerable.”
Could this model have been more effective with more colorful sets of input data? Yes.Would it have significantly changed the way marketers configure their customers in terms of loyalty proxy? Not really.

That is why moving quickly with readily usable data is important. Models can improved, but generally speaking, rankings do not shift drastically. In other words, a company that scored 3 or 4 on a loyalty scale won’t jump into the top group just because new types of data were introduced into the mix.

Now that we have proxy scores of loyalty (not carved in stone) for everyone in the base, here are our recommendations following this exercise:

  • Marketers can engage “likely to be loyal” customers (generally top 2-3 model groups) with special care, more proactively.
  • At the bottom end of the curve (generally the bottom 3-4 model groups), marketers can identify “valuable, but vulnerable” customers by combining the loyalty model score with its present value, or preferably, develop separate customer value model scores. Then, the organization can proactively address those valuable-vulnerable customers to prevent churn.
  • Test, test, test. Modeling is an iterative exercise. Set up control groups for “no-treatment” segments, and continuously measure the effectiveness of prediction.Tweak the models periodically and enhance them over time by adding other available data.

This example is only one of many possible ways to create proxies of loyalty. Depending on the business model and a number of factors including immediate challenges, channel usages and available data, the definition of loyalty and the appropriate modeling exercise can come in different forms.

No matter the form, modeling is useful for maximizing the power of available data. Remember: marketers must begin small using readily available data assets, then gradually improve them over time. Ultimately, it is not the most mathematically sound models, but about treating customers properly in the order of importance to your business. For that, the proxy score in hand now is much better than a perfect set of data which may never come.

About the Author:
Stephen H. Yu, a world-class database marketer with a proven track record in comprehensive strategic planning and complete tactical execution, from data modeling to targeting and personalization based on advanced analytics.

Untitled Document

I have read the terms and conditions of the eClerx Privacy Notice mentioned in the below link

Recent Posts

  • On-Demand Webinar: B2B Marketplace Channel Opportunities in a Post-COVID World
  • On-Demand Webinar: Maximizing Utilization of Competitive Intelligence and Pricing Actions as Part of the Response Strategy for New Normal.
  • Using Pricing & Competitive Intelligence as Part of Your Response Strategy
  • How Covid-19 Is Shaping the Future of Customer Support
  • COVID-19 vs. Retail: How Has the Industry Shifted?

Share

  •  
  •  
  •  
  •  
  •  

Interesting Links

  • About Us
  • All Solutions
  • Blog
  • Careers
  • Contact Us
Untitled Document

I have read the terms and conditions of the eClerx Privacy Notice mentioned in the below link

Industries

  • Solutions for banking and financial services
  • Solutions for fashion and luxury companies
  • Solutions for retail and ecommerce companies
  • Technology – Hardware
  • Technology – Software
  • Solutions for travel and hospitality companies
  • Solutions for furniture and home furnishing companies

eClerx Divisions

  • CLX an eClerx Company
  • eClerx Customer Operations
  • eClerx Markets
  • eClerx

Latest News

  • On-Demand Webinar: B2B Marketplace Channel Opportunities in a Post-COVID WorldJanuary 15, 2021 - 4:47 pm

Share

@2021 eClerx. All Rights Reserved - Enfold Theme by Kriesi
  • Site Map
  • Privacy Policy
  • Contact Us
  • Cookie Policy

SIGN UP TO RECEIVE OUR NEWSLETTER
[contact-form-7 404 "Not Found"]

PRIVACY POLICY

eClerx means and includes eClerx Services Limited and its subsidiaries (hereinafter referred to as “we”, or “our” and used
interchangeably) having its registered office at Sonawala Building, 29 Bank Street, Fort, Mumbai 400 023 and operates eClerx.com, as well as its associated websites including but not limited to eclerxmarkets.com, eclerxdigital.com, eclerxcustomeroperations.com, careers.eclerx.com (the “Websites”). This Privacy Notice (“Notice”) sets out the way in which we process your information in accordance with the General Data Protection Regulation (GDPR). The Notice applies only to the information we collect through or in connection with any of our digital or offline channels.

eClerx is a controller of your personal data available with us. This means that we are responsible for deciding how we hold and use personal information about you. This Privacy Notice does not form any part of any contract of employment or other contract to provide services. It is important that you read this Privacy Notice, together with any other privacy notice or consent forms we may provide on specific occasions when we are collecting or processing personal information about you, so that you are aware of how and why we are using such information.

THE INFORMATION WE COLLECT

WE WILL COLLECT, STORE, AND USE THE FOLLOWING MAIN CATEGORIES OF PERSONAL INFORMATION ABOUT YOU WHEN YOU USE OUR WEBSITES (NOT AN EXHAUSTIVE LIST):

  • Information that you provide via our Websites, including information you provide when you register on our Websites e.g. name, email address, designation, company, country and telephone number.
  • Information captured indirectly from third parties about your computer and about your visits to and use of this Websites, such as your Internet Protocol (IP) address, demographics, your computers’ operating system, and browser type and information collected via cookies (Please read about our Cookie policy at eclerxdigital.com/cookies-policy).

Some of the data that eClerx stores will be hosted within our websites including but not limited to following locations: Chicago, USA; London, UK; Amsterdam, Netherlands; Milan, Italy; Singapore, Mumbai, India.

THE LEGAL BASIS FOR PROCESSING YOUR PERSONAL INFORMATION:

We will only use your personal information when the law allows us to. If the European data protection legislation applies, we will use your personal information on the basis of the following lawful grounds under GDPR:

  1. where it is necessary for a contract – in order to perform obligations which, arise under the contract we have entered into with you, such as when you use our Websites or register on our Websites for usage of its services, it will be necessary for us to process your personal data. We process your Personal Information for the performance of a contract in the following circumstances:
    • to provide better usability, troubleshooting and site maintenance; and
    • to create your user ID.
  2. where it is necessary for our legitimate interests (or those of a third party) – either we, or a third party, will need to process your personal data for the purposes of our (or a third party’s) legitimate interests, provided those interests are not overridden by your rights and freedoms, including your right to have your personal data protected. Our legitimate interests include maintaining the smooth operation of eClerx, to identify you once you register on our Websites, to contact you and respond to your questions or requests, to understand which parts of the Websites you visited and how frequently, to understand your preferences in order to provide you with desirable content, to send you communication on sales and marketing programs, and for registration and subscriptions purposes.
  3. Consent – in limited circumstances, we may ask for your consent to process your personal data in a particular way, e.g. your consent to the usage of cookies as per our cookie policy.

SITUATIONS IN WHICH WE WILL USE YOUR PERSONAL INFORMATION:

The primary situations in which we will process your personal information will be to manage the existing services provided to you, to provide new information about our products and services, to understand your usage preferences in order to provide access to desirable content, to process a job application and former employee related requests, to communicate with you in case of customer support, to process transactions, for sending newsletters, updates and promotional materials, to carry out advertising and market research based on behavioral metrics, geo-location data, demographic data and marketing preferences we capture.

IF YOU FAIL TO PROVIDE PERSONAL INFORMATION:

If you fail to provide certain information when requested, we would not be able to establish contact with you to assist with
the provision of corresponding services, or apprise you of potential and/or existing business services.

CHANGE OF PURPOSE:

We will only use your personal information for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose.

Please note that we may process your personal information without your knowledge, in compliance with the above rules, where this is required or permitted by law.

AUTOMATED DECISION-MAKING

You will not be subject to decisions that will have a significant impact on you based solely on automated processing, unless we have a lawful basis for doing so, we have notified you and given you a right to challenge the decision or to require that the decision be taken by a person.

HOW WE SHARE YOUR PERSONAL INFORMATION

In certain circumstances we may need to share your personal information with third parties, including third-party service providers and other entities within the eClerx group of companies.

Why we might share your personal information with third parties

We will share your personal information with third parties where required by law, where it is necessary to administer the working relationship with you or where we have another legitimate interest in doing so.

eClerx Group Companies within the EEA:

We will share your personal information with other eClerx Group Company offices in the European Economic Area (“EEA”) for any or all of the following purposes:

  • as part of our regular reporting activities on company performance;
  • in the context of a business re-organization or group restructuring exercise;
  • for system maintenance support and hosting of data;
  • for the conduct of centralized functions which support the operations of eClerx Group companies in the EEA.

eClerx Group Companies outside the EEA

We will pass your personal information to, or allow access to such information by, other eClerx Group Companies worldwide where we have lawful grounds to do so. For example, as a result of the safeguards we apply, it will be within our legitimate interests to carry out intra-group transfers of data. The purposes for which we will do so include the performance of our global IT support function and for performance of contracts with our clients.

If you would like details of the particular Group Companies which can access your personal information, please contact us using the details in the Contact section below.

Regulatory and Law Enforcement Agencies

If we receive a request from a regulatory body or law enforcement agency, and if permitted under GDPR and other laws, we may disclose certain personal information to such bodies or agencies.

New business owners:

If we or our business merges with or is acquired by another business or company, we will share your personal information with the new owners of the business or company and their advisors.

HOW LONG WE WILL HOLD YOUR INFORMATION

We will only retain your personal information for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting or reporting requirement.

DATA SECURITY

We have put in place adequate safeguard measures to protect the security of your information. (Details of these measures are available upon request). Third parties will only process your personal information with our instructions and where they have agreed to treat the information confidentially and to keep it secure.

YOUR DUTY TO INFORM US OF CHANGES

It is important that the personal information we hold about you is accurate and current. Please keep us informed if your personal information changes during your working relationship with us.

YOUR RIGHTS ON INFORMATION WE HOLD ABOUT YOU

You have following rights in relation to personal information we hold about you.

Right of Access:

You have the right at any time to ask us for a copy of the personal information that we hold about you and to check that we are
lawfully processing it. Where we have good reason, and if the GDPR permits, we can refuse your request for a copy of your personal information, or certain elements of the request.

Right of Correction or Completion:

If personal information we hold about you is not accurate or is out of date and requires amendment or correction you have a right to have the data rectified or completed.

Right of Erasure:

In certain circumstances, you have the right to request that the personal information we hold about you is erased e.g. if the information is no longer necessary for the purposes for which it was collected or processed or our processing of the information is based on your consent and there are no other legal grounds on which we may process the information.

Right to object to or restrict processing:

In certain circumstances, you have the right to object to our processing of your personal information. You may also have the right to restrict our use of your personal information, such as in circumstances where you have challenged the accuracy of the information and during the period where we are verifying its accuracy.

Right of Data Portability:

In certain instances, you have a right to receive any personal information that we hold about you in a structured, commonly used and machine-readable format. In such circumstances, you can ask us to transmit that information to you or directly to a third party organization. The above right exists only in respect of personal information that:

  • you have provided to us previously
  • is processed on the basis of certain lawful grounds; and
  • is processed by us using automated means.

While processing such requests, we are not able to guarantee technical compatibility with a third party organization’s systems. We are also unable to comply with requests that relate to personal information of others without their consent.

Exercise of your rights:

You can request the exercise of any of the above rights by contacting us. Most of the above rights are subject to limitations and exceptions. We will provide reasons if we are unable to comply with any such request for the exercise of your rights. However, we may charge a reasonable fee if your request is clearly unfounded or excessive. We may need to request specific information from you to help us confirm your identity and ensure your right to access the information (or to exercise any of your other rights). This is a security measure to ensure that personal information is not disclosed to any person who has no right to receive it.

RIGHT TO WITHDRAW CONSENT

In the limited circumstances where you may have provided your consent to the collection, processing and transfer of your personal information for a specific purpose, you have the right to withdraw your consent for that specific processing at any time. Once we have received notification that you have withdrawn your consent, we will no longer process your information for the purpose or purposes you originally agreed to, unless we have another legitimate basis for legally doing so.

COMPLAINTS

If you are unhappy about our use of your personal information, you can contact us using the details in the Contact section below. You are also entitled to lodge a complaint with the applicable EU data protection agency.

CHANGES TO OUR PRIVACY NOTICE

We reserve the right to change or update this Privacy Notice at any time. Such updated Notice will be available at https://www.eclerxdigital.com/privacy-policy/ and we will advise you of material changes to our Privacy Notice by appropriate means. We may also notify you in other ways from time to time about the processing of your personal information.

CONTACT

If you have any enquires or if you would like to contact us about this Privacy Notice or our processing of your personal information, including to request the exercise of your rights as outlined above, please contact us at DPO@eclerx.com.

PRIVACY POLICY

eClerx means and includes eClerx Services Limited and its subsidiaries (hereinafter referred to as “we”, or “our” and used
interchangeably) having its registered office at Sonawala Building, 29 Bank Street, Fort, Mumbai 400 023 and operates eClerx.com, as well as its associated websites including but not limited to eclerxmarkets.com, eclerxdigital.com, eclerxcustomeroperations.com, careers.eclerx.com (the “Websites”). This Privacy Notice (“Notice”) sets out the way in which we process your information in accordance with the General Data Protection Regulation (GDPR). The Notice applies only to the information we collect through or in connection with any of our digital or offline channels.

eClerx is a controller of your personal data available with us. This means that we are responsible for deciding how we hold and use personal information about you. This Privacy Notice does not form any part of any contract of employment or other contract to provide services. It is important that you read this Privacy Notice, together with any other privacy notice or consent forms we may provide on specific occasions when we are collecting or processing personal information about you, so that you are aware of how and why we are using such information.

THE INFORMATION WE COLLECT

WE WILL COLLECT, STORE, AND USE THE FOLLOWING MAIN CATEGORIES OF PERSONAL INFORMATION ABOUT YOU WHEN YOU USE OUR WEBSITES (NOT AN EXHAUSTIVE LIST):

  • Information that you provide via our Websites, including information you provide when you register on our Websites e.g. name, email address, designation, company, country and telephone number.
  • Information captured indirectly from third parties about your computer and about your visits to and use of this Websites, such as your Internet Protocol (IP) address, demographics, your computers’ operating system, and browser type and information collected via cookies (Please read about our Cookie policy at eclerxdigital.com/cookies-policy).

Some of the data that eClerx stores will be hosted within our websites including but not limited to following locations: Chicago, USA; London, UK; Amsterdam, Netherlands; Milan, Italy; Singapore, Mumbai, India.

THE LEGAL BASIS FOR PROCESSING YOUR PERSONAL INFORMATION:

We will only use your personal information when the law allows us to. If the European data protection legislation applies, we will use your personal information on the basis of the following lawful grounds under GDPR:

  1. where it is necessary for a contract – in order to perform obligations which, arise under the contract we have entered into with you, such as when you use our Websites or register on our Websites for usage of its services, it will be necessary for us to process your personal data. We process your Personal Information for the performance of a contract in the following circumstances:
    • to provide better usability, troubleshooting and site maintenance; and
    • to create your user ID.
  2. where it is necessary for our legitimate interests (or those of a third party) – either we, or a third party, will need to process your personal data for the purposes of our (or a third party’s) legitimate interests, provided those interests are not overridden by your rights and freedoms, including your right to have your personal data protected. Our legitimate interests include maintaining the smooth operation of eClerx, to identify you once you register on our Websites, to contact you and respond to your questions or requests, to understand which parts of the Websites you visited and how frequently, to understand your preferences in order to provide you with desirable content, to send you communication on sales and marketing programs, and for registration and subscriptions purposes.
  3. Consent – in limited circumstances, we may ask for your consent to process your personal data in a particular way, e.g. your consent to the usage of cookies as per our cookie policy.

SITUATIONS IN WHICH WE WILL USE YOUR PERSONAL INFORMATION:

The primary situations in which we will process your personal information will be to manage the existing services provided to you, to provide new information about our products and services, to understand your usage preferences in order to provide access to desirable content, to process a job application and former employee related requests, to communicate with you in case of customer support, to process transactions, for sending newsletters, updates and promotional materials, to carry out advertising and market research based on behavioral metrics, geo-location data, demographic data and marketing preferences we capture.

IF YOU FAIL TO PROVIDE PERSONAL INFORMATION:

If you fail to provide certain information when requested, we would not be able to establish contact with you to assist with
the provision of corresponding services, or apprise you of potential and/or existing business services.

CHANGE OF PURPOSE:

We will only use your personal information for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose.

Please note that we may process your personal information without your knowledge, in compliance with the above rules, where this is required or permitted by law.

AUTOMATED DECISION-MAKING

You will not be subject to decisions that will have a significant impact on you based solely on automated processing, unless we have a lawful basis for doing so, we have notified you and given you a right to challenge the decision or to require that the decision be taken by a person.

HOW WE SHARE YOUR PERSONAL INFORMATION

In certain circumstances we may need to share your personal information with third parties, including third-party service providers and other entities within the eClerx group of companies.

Why we might share your personal information with third parties

We will share your personal information with third parties where required by law, where it is necessary to administer the working relationship with you or where we have another legitimate interest in doing so.

eClerx Group Companies within the EEA:

We will share your personal information with other eClerx Group Company offices in the European Economic Area (“EEA”) for any or all of the following purposes:

  • as part of our regular reporting activities on company performance;
  • in the context of a business re-organization or group restructuring exercise;
  • for system maintenance support and hosting of data;
  • for the conduct of centralized functions which support the operations of eClerx Group companies in the EEA.

eClerx Group Companies outside the EEA

We will pass your personal information to, or allow access to such information by, other eClerx Group Companies worldwide where we have lawful grounds to do so. For example, as a result of the safeguards we apply, it will be within our legitimate interests to carry out intra-group transfers of data. The purposes for which we will do so include the performance of our global IT support function and for performance of contracts with our clients.

If you would like details of the particular Group Companies which can access your personal information, please contact us using the details in the Contact section below.

Regulatory and Law Enforcement Agencies

If we receive a request from a regulatory body or law enforcement agency, and if permitted under GDPR and other laws, we may disclose certain personal information to such bodies or agencies.

New business owners:

If we or our business merges with or is acquired by another business or company, we will share your personal information with the new owners of the business or company and their advisors.

HOW LONG WE WILL HOLD YOUR INFORMATION

We will only retain your personal information for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting or reporting requirement.

DATA SECURITY

We have put in place adequate safeguard measures to protect the security of your information. (Details of these measures are available upon request). Third parties will only process your personal information with our instructions and where they have agreed to treat the information confidentially and to keep it secure.

YOUR DUTY TO INFORM US OF CHANGES

It is important that the personal information we hold about you is accurate and current. Please keep us informed if your personal information changes during your working relationship with us.

YOUR RIGHTS ON INFORMATION WE HOLD ABOUT YOU

You have following rights in relation to personal information we hold about you.

Right of Access:

You have the right at any time to ask us for a copy of the personal information that we hold about you and to check that we are
lawfully processing it. Where we have good reason, and if the GDPR permits, we can refuse your request for a copy of your personal information, or certain elements of the request.

Right of Correction or Completion:

If personal information we hold about you is not accurate or is out of date and requires amendment or correction you have a right to have the data rectified or completed.

Right of Erasure:

In certain circumstances, you have the right to request that the personal information we hold about you is erased e.g. if the information is no longer necessary for the purposes for which it was collected or processed or our processing of the information is based on your consent and there are no other legal grounds on which we may process the information.

Right to object to or restrict processing:

In certain circumstances, you have the right to object to our processing of your personal information. You may also have the right to restrict our use of your personal information, such as in circumstances where you have challenged the accuracy of the information and during the period where we are verifying its accuracy.

Right of Data Portability:

In certain instances, you have a right to receive any personal information that we hold about you in a structured, commonly used and machine-readable format. In such circumstances, you can ask us to transmit that information to you or directly to a third party organization. The above right exists only in respect of personal information that:

  • you have provided to us previously
  • is processed on the basis of certain lawful grounds; and
  • is processed by us using automated means.

While processing such requests, we are not able to guarantee technical compatibility with a third party organization’s systems. We are also unable to comply with requests that relate to personal information of others without their consent.

Exercise of your rights:

You can request the exercise of any of the above rights by contacting us. Most of the above rights are subject to limitations and exceptions. We will provide reasons if we are unable to comply with any such request for the exercise of your rights. However, we may charge a reasonable fee if your request is clearly unfounded or excessive. We may need to request specific information from you to help us confirm your identity and ensure your right to access the information (or to exercise any of your other rights). This is a security measure to ensure that personal information is not disclosed to any person who has no right to receive it.

RIGHT TO WITHDRAW CONSENT

In the limited circumstances where you may have provided your consent to the collection, processing and transfer of your personal information for a specific purpose, you have the right to withdraw your consent for that specific processing at any time. Once we have received notification that you have withdrawn your consent, we will no longer process your information for the purpose or purposes you originally agreed to, unless we have another legitimate basis for legally doing so.

COMPLAINTS

If you are unhappy about our use of your personal information, you can contact us using the details in the Contact section below. You are also entitled to lodge a complaint with the applicable EU data protection agency.

CHANGES TO OUR PRIVACY NOTICE

We reserve the right to change or update this Privacy Notice at any time. Such updated Notice will be available at https://www.eclerxdigital.com/privacy-policy/ and we will advise you of material changes to our Privacy Notice by appropriate means. We may also notify you in other ways from time to time about the processing of your personal information.

CONTACT

If you have any enquires or if you would like to contact us about this Privacy Notice or our processing of your personal information, including to request the exercise of your rights as outlined above, please contact us at DPO@eclerx.com.

This site uses cookies: Find out more.
Scroll to top