Looking at the rationale for the new #GDPR Data Regulations, the principles behind the regulation, how this impacts #CRM, and how to make compliance easier.

2. GDPR – Why is it
important, and how do we
make it easy?
15th May 2018

3. Why is GDPR important..
The Data Wild West?

4. • High Profile failures where organisations have given little
consideration to their Customers Data
• Data Breaches have been ignored
• More important for a company to protect it’s reputation than it’s
customers
• Problems
• Ignores growing concern with the Tech industry
• Playing fast and loose with customer data is going to be worse for
reputation!
Why is GDPR here?

5. • What's changed? The value of data.
• Big Data, Machine Learning, and in the future AI are making data
more powerful.
• Public Perception of the value of data is rising
• But perception of data misuse and lack of trust is also rising
• Companies need Data Policies that provide Customers with
guarantees, and not an ‘anything goes’ mentality
• This does not have to be difficult!
Why is GDPR here?

6. “This is not the end. What you may see is the company
(Facebook) putting in place a set of policies to return confidence
to their handling of data and distance itself from certain third
parties. I think this is the end of the ‘We are just a
platform’ argument. It is increasingly clear now that the company
needs to take more responsibility for how it is used.”
Ed Macnair, CEO of security firm CensorNet on FaceBook
Why is GDPR here?

7. • GDPR Compliance – is about security but is not inherently system led
• True Compliance is about changing our approach to data
• Put Customers and other contacts at the heart of how we do business
• Data Transparency   Customer Centric
• Being Customer Centric Business is as much as an Opportunity, as
being Compliant is a Responsibility.
What do we do..

8. • At heart, the concept behind GDPR boils down to one simple rule
Our Customers own their data, not the companies who happen to
be holding it.
• This gives Customer’s additional rights in the digital age:
• Right to Access
• Right to be Forgotten
• Right to expect data to be stored securely
• Right to Portability
• In some ways, this is not a vast change from the previous DPA but the underlying
principle of Data Ownership has changed.
What does GDPR mean for us..

9. • CRM is all about User Adoption
• Getting your users to work in ways that benefit the organisation and
efficiency of the business
• This typically takes the right platforms or tools
• The same applies to GDPR
• Implementing processes that are easy to adopt and so easy for your
teams to make the business compliant with GDPR
• People will make a business compliant, not systems
How does this intersect with CRM

10. • Unstructured data - organisations store documents, spreadsheets
and other unstructured information that is difficult to audit.
• Email – sending out data over email can be a data breach.
• Lack of Documentation – having a clear structure of how we store
data.
• No Data Access Rights – hierarchy of needs for data.
• Roles and Responsibility – having clear roles internal and 3rd party
for who manages data at your organisation.
Risks of GDPR

11. How we do it..
Security
Tools
Knowledge

12. • Awareness of the data you store and where it is!
• Organisations should have a Data Audit that informs of where and
how data is stored.
• Your Data Real Estate should be well managed storage
• Organised and not a ‘blob’(no more network drive?)
• Able to evidence trust that you are storing data securely.
• Cloud Services, Hosting + Business Analysis
Security

13. • Data Audit – models the data we hold.
• Structured Data – Databases and other Line of Business Systems.
• Unstructured Data – Documents and Emails
• Secured Storage – only as compliant as your weakest link.
• Internal Responsibility – knowing your internal scope
• External Responsibility – using the right providers with well
understood scopes.
Security – how to..

14. • Have the right tools so your staff can implement your processes
• Ease of use to promote a compliance culture in the business
• Allows a business to work compliantly more easily, and not a
headache or an extra burden
• Empowers your staff rather than sap their time by making compliance
a hurdle.
• Avoids building mini data islands!
Tools

15. • Tools that promote Structured Data over Unstructured – ability to
tag documents and emails with Metadata
• Data Minimalization – Allow you to minimise the volume of data you
hold.
• Avoid Copy and Paste – Tools that avoid copies or downloads of
data that enlarge your Data Audit.
• Communication Tools – email has it’s place, but not for everything.
Tools – how to..

16. • Know what you don’t know
• Ensure you have the right people for advice as needed
• Be able to deliver innovation in your business to meet the changing
demands of the data economy
• External Providers to fill the gaps
• Ensure you have the right level of Trusted Partner vs Tech Support
Knowledge

17. • GDPR can be easy, it’s not the ‘big bad’
• But it is a cultural change
• And it will only get more important with time..
•Q & A
In Closing

18. GDPR Subject Access Requests
in Dynamics
http://www.crmcs.co.uk/content/workspace-for-
gdpr-requests.aspx