A CRM project? Consider GDPR compliance

Captivea France, Célia JAY

This article concerns all companies that use the personal data of Europeans even if the company is located outside Europe. The GDPR is in all conversations.  This is THE news of recent months, the promise of a profound change in the way companies operate with regard to the management of personal data. It entered into force on 25 May 2018. Your CRM project should therefore be in the spotlight... But how do you do it?


As a first step, we recommend that you appoint an GDPR delegate for the CRM project in your company. He will be in charge of monitoring the project and verifying its compliance with the GDPR.

His role will also consist in liaising with the DPO (Data Protection Officer) internally on all questions relating to data processing in CRM.

The objective is then to list all the personal data managed within your company. Please note that the GDPR refers to customer/prospect data that are in Europe.

This list will allow you to have a clear view of the data of your CRM that will be affected by the settlement.  Indeed, data generated during the processing of raw information are excluded.

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Now that you have a better idea of the amount of CRM data involved in the GDPR, you need to establish precisely the different processing operations that are carried out on them. Where are the sensitive points located? What measures will you need to put in place to address this? Do you need to increase your security processes?

Many questions are worth asking if you want to be in full compliance. Consent processes will also need to be revised, for example.

As you can see, GDPR compliance is not to be taken lightly... Ensuring that your new customer relationship management software meets these requirements will save you a lot of trouble in the future. In our B2B CRM guide, we give you the keys to a detailed understanding of how to adapt your future CRM to the RGPD.

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