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Customer Relationship Management of Mozilla Foundation

Discuss Customer Relationship Management of Mozilla Foundation within the Marketing Management forums, part of the PUBLISH / UPLOAD PROJECT OR DOWNLOAD REFERENCE PROJECT category; The Mozilla Foundation is a non-profit organization that exists to support and provide leadership for the open source Mozilla project. ...



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Customer Relationship Management of Mozilla Foundation
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Anjali Khurana
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Customer Relationship Management of Mozilla Foundation - January 19th, 2011

The Mozilla Foundation is a non-profit organization that exists to support and provide leadership for the open source Mozilla project. The organization sets the policies that govern development, operates key infrastructure and controls trademarks and other intellectual property. It owns two taxable for-profit subsidiaries: the Mozilla Corporation, which employs several Mozilla developers and coordinates releases of the Mozilla Firefox web browser, and Mozilla Messaging, Inc., which primarily develops the Mozilla Thunderbird email client. The Mozilla Foundation is based in the Silicon Valley city of Mountain View, California, USA.

The Mozilla Foundation describes itself as "a non-profit organization dedicated to preserving choice and promoting innovation on the Internet". Mozilla Europe, Mozilla Japan and Mozilla China are non-profit organizations whose mission is to help promote and deploy Mozilla products and projects. They are independent of, but affiliated with, the Mozilla Foundation.

Except as described below, Mozilla’s CRM Strategy does not collect or require visitors to its web sites to furnish personally identifying information such as names, email addresses, and phone numbers. Like most web site operators, Mozilla’s CRM Strategy does collect non-personally identifying information of the sort that web browsers and servers typically make available, such as the browser type, operating system, language preference, referring site and date and time of each visitor request. Mozilla’s CRM Strategy also collects potentially-personally identifying information like Internet Protocol (IP) addresses, which are non-personally identifying in and of themselves but could be used in conjunction with other information to personally identify users.
Mozilla’s CRM Strategy purpose in collecting this information is to better understand how Mozilla’s CRM Strategy visitors use its web sites. To that end, Mozilla’s CRM Strategy may share potentially-personally identifying information with its employees, contractors, service providers, and subsidiaries and related organizations. Mozilla’s CRM Strategy may also release its results of such analyses of non-personally identifying information about visitors by publishing a report on web site usage trends. Otherwise, Mozilla’s CRM Strategy will not publicly release potentially-personally identifying information except under the same circumstances as Mozilla’s CRM Strategy releases personally identifying information. Those circumstances are explained below.
Community Members
Certain members of the Mozilla’s CRM Strategy community (contributors, customers, etc.) choose to interact with Mozilla’s CRM Strategy in ways that require Mozilla’s CRM Strategy and others to know more about them. The amount and type of information that Mozilla’s CRM Strategy gathers from those members depends on the nature of the interaction. For example, members who wish to post content to certain portions of Mozilla’s CRM Strategy web sites or participate in live chat session(s) are asked to provide usernames that are used to identify content as having been posted by a particular member (who is identified by the username).
Developers, by comparison, are asked to provide contact information, up to and sometimes including telephone or fax numbers, so that they can be contacted as necessary. Typically, developers will be contacted by email, IRC (internet relay chat), or IM (instant messaging services). However, in the event of a time-sensitive question relating to the work the developer is doing in connection with Mozilla’s CRM Strategy and where other means of contact have failed, a developer’s phone number or fax number may be used to contact the developer. This information is available to Mozilla’s CRM Strategy employees, contractors, subsidiaries, and potentially to other members of the community. A developer can choose not to provide a phone number or fax number. On occasion, developers and other community members are contacted by email and asked for a physical address or geographic location so that they may be sent Mozilla-related t-shirts and other schwag or invited to a meetup or other Mozilla-related gathering. In such cases, the purpose for which their physical address is sought will be made explicit.
Customers of the Mozilla’s CRM Strategy stores (which sell merchandise and other items on behalf of Mozilla) are asked to provide even more information, including billing and shipping addresses and credit card or similar information to third party vendors so that their transactions can be processed and fulfilled by Mozilla’s CRM Strategy or a third-party fulfillment vendor. For a list of the vendors that we use to operate the stores, check here. However, we cannot guarantee that this list is always up to date.
We also permit community members to provide their name and email addresses so that they can have a more direct engagement with Mozilla’s CRM Strategy and so that Mozilla’s CRM Strategy can send them information related to Mozilla, such as educational material, promotional and cross-promotional material, surveys to be completed, messages about the Mozilla’s CRM Strategy Foundation, events information, and other such information and materials. These are opt-in interactions where community members affirmatively sign-up for inclusion in a direct communication with Mozilla’s CRM Strategy (and with an ability to unsubscribe/opt-out on any email received). These campaigns may be conducted with the help of a third-party customer relationship manager to help us manage the database of information and its analysis and use, in each case such third party’s involvement with all the data collected will be solely on Mozilla’s CRM Strategy behalf. As part of these marketing campaigns, we might also ask you to provide demographic information such as gender, age, job or role, country, geographic location, and areas of interest. If we ask you for this information, we will use it to customize our communication with you and to better understand those interested in Mozilla’s CRM Strategy and its products. As part of these marketing campaigns, we may collect a campaign source ID, marketing campaign ID, and a campaign referrer ID. These types of information are used so that we may better understand your interests and the effectiveness of particular marketing campaigns. We may also use this information to customize our communications with you. For example, if a community member plans to host a Mozilla-themed party to promote a product launch or other event and would like to receive Mozilla’s CRM Strategy promotional items like t-shirts, buttons, and stickers for her guests (which we call “schwag”), the community member may submit her name, mailing address, and details about the event (such as date and number of anticipated guests) through Bugzilla so that we (or our service providers) can process this request. In each case, Mozilla’s CRM Strategy collects personally identifying information only insofar as is necessary to fulfill the purpose of the community member's interaction with Mozilla. And in the case of a schwag request, those bugs allow you to select restricted access so that only Mozilla’s CRM Strategy contractors and employees and the individuals listed in the bug can access your information via Bugzilla itself.
Our web sites also may provide a means for candidates to apply on-line for employment with Mozilla. Applicants for employment with Mozilla’s CRM Strategy are required to provide contact information, including name, street address, telephone number, and email address, as well as resume information. We use this information to process and evaluate the application for employment, and to communicate with the applicant about employment opportunities. If we elect to make an offer of employment, this information may become part of the employee file and may be used for other employment and work-related purposes. Mozilla’s CRM Strategy uses an outside service provider to assist us with online job applications and the application process generally. You can view a list of the service provider(s) here. It is our policy to require any such service providers to contractually commit to Mozilla’s CRM Strategy to (a) only use applicant data for the purpose of fulfilling obligations to Mozilla’s CRM Strategy in providing the services and (b) not disclose the information to third parties.
Mozilla’s CRM Strategy is an open organization that believes in sharing as much information as possible about its products, its operations and its associations. Accordingly, community members should assume - as should most folks who interact with Mozilla’s CRM Strategy - that any personally identifying information provided to Mozilla’s CRM Strategy will be made available to the public. There are four broad exceptions to that rule:
1. Mozilla’s CRM Strategy does not publicly release information gathered in connection with commercial transactions (i.e., transactions involving money), including transactions conducted through the Mozilla’s CRM Strategy Foundation Store or donations to the Mozilla’s CRM Strategy Foundation.
2. Mozilla’s CRM Strategy does not publicly release personally identifying information collected in connection with an application for employment with Mozilla.
3. Mozilla’s CRM Strategy does not make publicly available information that is used to authenticate users the publication of which would compromise the security of Mozilla’s CRM Strategy web sites (e.g., passwords).
4. Mozilla’s CRM Strategy does not make publicly available information that it specifically promises at the time of collection to maintain in confidence.
Outside those four contexts, users should assume that personally identifying information provided through Mozilla’s CRM Strategy web sites will be made available to the public.
Interactive Product Features
Certain Mozilla’s CRM Strategy products contain features that report, or that permit users to report, the user's usage patterns and problems - whether caused by Mozilla’s CRM Strategy software, third-party software, or third-party web sites - to Mozilla. The reports generated by these features typically include non-personally identifying information such as the configuration of the user's computer and the code running at the time the problem occurred. You can view the reports at http://crash-stats.mozilla.com/
Some of these features give users the option of providing personally identifying information, though none of these features require it. Some Mozilla’s CRM Strategy software features that do permit users to provide personally identifying information advise, in advance, that such information will not be made publicly available. Mozilla’s CRM Strategy analyzes the information provided by these interactive product features to develop a better understanding of how its products are performing and being used. It does not use the information to track the usage of its products by identifiable individuals. For Firefox, Mozilla’s CRM Strategy only makes non-personally identifying information (i.e., generic information about your computer, the stack trace, and any comment given by the user) available in the public reports available online at http://crash-stats.mozilla.com/. For more details on the crash-reporting feature in Firefox, click here.
Protection of Certain Personally-Identifying Information
Where Mozilla’s CRM Strategy has collected personally identifying information subject to one of the four exceptions described in the Community Members section, above, it discloses that information only to those of its employees, contractors, service providers, and subsidiaries and related organizations that need to know that information in order to process it on Mozilla’s CRM Strategy behalf and that have agreed not to disclose it to others. Mozilla’s CRM Strategy endeavors to maintain an up-to-date list of its subsidiaries and related organizations at http://www.mozilla.org/about/organizations.html, however we don’t guarantee this list to be complete. As of the date of this update, Mozilla’s CRM Strategy Foundation’s subsidiaries are Mozilla’s CRM Strategy Corporation, Mozilla’s CRM Strategy Messaging, Mozilla’s CRM Strategy Denmark, Mozilla’s CRM Strategy Online, Mozilla’s CRM Strategy Canada, and Mozilla’s CRM Strategy New Zealand. It’s related organizations are Mozilla’s CRM Strategy Japan and Mozilla’s CRM Strategy Europe. Some of these employees, contractors, service providers, and subsidiaries and related organizations may be located outside of your home country; by using Mozilla’s CRM Strategy web sites, you consent to the transfer of your information to them, which may involve the transfer of your information to countries that may provide a lesser level of data protection than your country of residence. Mozilla’s CRM Strategy does not rent or sell such information to anyone. Mozilla’s CRM Strategy may be required to disclose information to the government or others. This may happen if we receive a valid search warrant, subpoena, court order, or other legal mandate. For example, the DMCA framework (specifically Section 512(h)) contains an expedited subpoena process for copyright holders to request and receive information service providers have regarding the identity of alleged copyright infringers. In certain other limited situations, Mozilla’s CRM Strategy may disclose personally identifying or other information, such as when necessary to protect our websites and operations (e.g., against attacks); to protect the rights, privacy, safety, or property of Mozilla’s CRM Strategy or its users; to enforce our terms of service; and to pursue available legal remedies. Additionally, Mozilla’s CRM Strategy may need to transfer personally identifying information to an affiliate or successor in the event of a change of our corporate structure or status, such as in the event of a restructuring, sale, or bankruptcy. We will retain any personally identifying information for the period necessary to fulfill the purposes outlined in this privacy policy.
Mozilla’s CRM Strategy undertakes a range of security measures including physical access restraints, technical security monitoring, and internal security reviews of the environment to help to protect your personal information from unauthorized access, alteration, disclosure, or destruction. We also have policies in place to prohibit employees from viewing personal information without business justification.
Updating of Personally-Identifying Information
You may request access, correction, or deletion of your personally identifiable information or potentially personally identifiable information, as permitted by law. Mozilla’s CRM Strategy will seek to comply with such requests, provided that we have sufficient information to identify the personally identifiable information or potentially personally identifiable information related to you. To do so, users should look for links or contact information available on whichever Mozilla’s CRM Strategy web sites store the relevant information (e.g., Bugzilla users should go to Account Settings) or contact Mozilla’s CRM Strategy by using one of the email addresses listed below.
Cookies and Clear GIFs
What Are Cookies? A cookie is a string of information that a web site stores on a visitor's computer, and that the visitor's browser provides to the web site each time the visitor returns. Most major web sites use cookies. Because the browser provides this cookie information to the web site at each visit, cookies serve as a sort of label that allows a web site to "recognize" a browser when it returns to the site. The domain name in Mozilla’s CRM Strategy cookies will clearly identify their affiliation with Mozilla’s CRM Strategy and, where applicable, its third-party service provider.
Clear gifs (also known as web beacons) are used in combination with cookies to help web site operators understand how visitors interact with their web sites. A clear gif is typically a transparent graphic image (usually 1 pixel x 1 pixel) that is placed on a site. The use of a clear gif allows the site to measure the actions of the visitor opening the page that contains the clear gif. It makes it easer to follow and record the activities of a recognized browser, such as the path of pages visited at a web site.
Mozilla’s CRM Strategy web sites use cookies to help Mozilla’s CRM Strategy identify and track visitors, their usage of Mozilla’s CRM Strategy web sites, and their web site access preferences across multiple requests and visits to Mozilla’s CRM Strategy web sites. Our web sites, and advertisements that Mozilla’s CRM Strategy may run occasionally on thirdparty advertising networks, also may use clear gifs for these purposes. The basic idea is to gather aggregate data about how people use the Mozilla’s CRM Strategy web sites. The term usually used to describe this is "web analytics" and the cookies and clear gifs are the tools by which a website owner collects this web analytics data.
Mozilla’s CRM Strategy will use the web analytics data only to determine aggregate usage patterns for our web sites as described above. Mozilla’s CRM Strategy web sites do this by using either our own internal analytics software or by sending this information to a third-party service provider to help Mozilla’s CRM Strategy analyze this data. The Mozilla’s CRM Strategy web sites using third-party web analytics tools are listed here. Mozilla’s CRM Strategy has agreements with its third-party service providers that they will not share this information with others or use the information for purposes other than to maintain the services they provide to Mozilla. It is possible to link cookies and clear gifs to personally identifying information, thereby permitting web site operators, including our third-party analytics providers, to track the online movements of particular individuals. Mozilla’s CRM Strategy does not do so and its third-party service providers are not allowed to correlate Mozilla’s CRM Strategy data with any other data.
Mozilla’s CRM Strategy uses the information provided by cookies and clear gifs to develop a better understanding of how Mozilla’s CRM Strategy visitors use Mozilla’s CRM Strategy web sites, and to facilitate those visitors' interactions with Mozilla’s CRM Strategy web sites. Mozilla’s CRM Strategy may make the aggregate data obtained from web analytics (including from our third-party analytics providers, if applicable) publicly available. If this data is made available, none of the information will be personally identifying information or potentially-personally identifying information
Other Third Party Cookies. Content from other sources that is hosted on Mozilla’s CRM Strategy web sites may sometimes contain cookies that send information to those third parties. In certain cases, often associated with embedded content such as YouTube videos and other site linking buttons, a third party cookie may be set by the 3rd party content or provider. In these cases, the privacy policy of the 3rd party governs with respect to information that may be collected by and sent to the respective 3rd party. If you are concerned about these third party cookies, please see the information below on how to decline cookies.
How to Control the Use of Cookies. You have the ability to accept or decline cookies. Mozilla’s CRM Strategy visitors who do not wish to have cookies placed on their computers by Mozilla, its contractors, or third-party service providers should set their browsers to refuse cookies before linking to Mozilla’s CRM Strategy web sites. Certain features of Mozilla’s CRM Strategy web sites may not function properly without the aid of cookies.

Last edited by abhishreshthaa; April 30th, 2011 at 04:46 PM..
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