Also remember that CRM people implies use by sales people, and bless
them, they like to record information about the customer, for example,
"likes football, supports Wigan Athletic. Wife (Phoebe) birthday 1st
June, daughter (Jo), 16". Anything info they can amass can then be used
to make the customer feel that they are remembered.
I am sure you can see the issues with the types of information above.
Generally a football supporter doesn't change their team, so talking
Wigan will be OK, however one company I dealt with were embarrassed when
flowers were sent to a customers wife whose birthday it was, only to
find that she had died several weeks before.
As Tim says - look at each data element and put in place controls on
information that may be stored in good faith but which may cause harm or
distress....
Simon.
-----Original Message-----
From: This list is for those interested in Data Protection issues
[mailto:[log in to unmask]] On Behalf Of Tim Trent
Sent: 09 January 2006 14:39
To: [log in to unmask]
Subject: Re: CRM
The main thing, regardless of whether one has doe it before or not, is
to
look at each data element and to ask why it is required. If there is no
answer then it should not be recorded.
If it is required then one has to decide what audit trails are needed
and to
what depth, and what records of who or what made updates are required.
With marketing permissions the fact of the permission should be recorded
with a clear field name "May we use email?" valid answers "Y" or "N" not
"email?" "0" or "1" because people forget!
It also is important to log the source of the data record.
The real problem you have is a CRM system at all. At present you have a
flexible business process. Soon you will probably have an odd monolith
dictating the way you have to do things. Good luck :)
Tim Trent - Consultant
Direct: +44(0)1344 392644 Mobile:+44(0)7710 126618
email: [log in to unmask]
Marketing Improvement Limited, Abbey House, Grenville Place, Bracknell,
United Kingdom, RG12 1BP
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-----Original Message-----
From: This list is for those interested in Data Protection issues
[mailto:[log in to unmask]] On Behalf Of Helen Bartram
Sent: 09 January 2006 14:22
To: [log in to unmask]
Subject: [data-protection] CRM
Hi
We are presently implementing a CRM system at the College. Data
Protection
is obviously high on my list of priorities as a concern. If any one has
been through this process, and has CRM, would you be willing to share
with
me anything that may help me I would be grateful.
Many Thanks
Helen
Helen Bartram
Student Records Manager
Hull College
Queen's Gardens
HULL
HU1 3DG
Tel: 01482 598977
Fax 01482 598867
Internal Ext 2977
Email [log in to unmask]
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