Journal of Information Technology Theory and Application (JITTA)


This research shows how Multilevel Secure (MLS) data models can be used in a Customer Relationship Management (CRM) context. MLS models were originally developed as database models for the management of information in environments characterized by a strict hierarchy of security levels, such as military institutions and government security agencies. Improvements in evolving database technologies have made MLS data modeling practical as well as theoretically appealing. This paper illustrates how an MLS model can be used as a part of the technology for coordinating business-customer interactions with the objective of building long-term customer loyalty. Several examples are used to show how organizing a database management system based on MLS principles can be used to help businesses provide consistent and appropriate content to various customers and partners. Improvements in flexibility and cost of applications, as well as opportunities for new CRM strategies, are discussed as potential benefits of integrating MLS and CRM technology.