CRM in an Age of Legislation

Privacy laws have forced sales callers and outbound marketers to clean up their act and given them a chance to polish their image.

By Marshall Lager

From CRM Magazine August 2005

Excerpt from article

The changes required are not always easy or quick, according to Lou Caputo, director of sales operations for Moody's KMV. "For data security and privacy in our CRM system, which was provided by Saratoga CRM, we need to make sure that only appropriate users have access. Any person who gets a license to access customer information needs approval and a documented reason for use," Caputo says. "Compliance issues touch not only our sales reps, but presales workers, the finance department--probably about fifty percent of our personnel. We need to run monthly reviews on user license approvals, and we even have to check the formatting and code of individual cells in our spreadsheets. We have to have some kind of process in place for security, and this has definitely saved us money and trouble--but compliance still takes a big chunk of time out of our day."

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