CRM has come a long way since the 1980s when contact management software was the closest most businesses came to anything that resembled modern customer relationship management. In the 1990s, technology that automated key processes began to shape CRM as we know it today. However, it wasn’t until a decade later that the right CRM could be a truly transformative tool for managing business relationships and delivering essential analysis and insight.
“What is CRM?” is a very common question. In a world that is increasingly competitive for businesses, finding a way to achieve a competitive advantage could make all the difference – that’s where CRM (Customer Relationship Management) is so useful. CRM provides an opportunity to manage and use the data that your business generates, to better understand customers and improve management of relationships. The configuration of CRM may be different for every organisation but the results should be the same: more positive relationships and a more accurate perspective on the business.
The GDPR caused huge change for the business world when it came into effect in May of this year. As steps have been taken to try and accommodate the requirements of the GDPR we have seen many organisations forced to completely rethink the way that they handle individual data. The GDPR is designed to cover personal data – and, by default, any data that ends up in your CRM will be personal data. So, what has this meant for CRM since the GDPR arrived and what changes have we seen in response to the new regulation?