Avoiding CRM Compliance Pitfalls
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In a world that’s increasingly regulated, a well-designed and tightly-integrated customer
relationship management (CRM) solution is a valuable ally to an organization’s compliance
e!orts, alerting executives to potential con"icts long before they have a chance to
occur. Yet a badly thought-out program, one that doesn’t #t with a company’s work"ow or
structure, can produce the opposite result, ultimately damaging the corporation’s reputation
and bank account.
With such high stakes, it is imperative that organizations carefully consider their CRM
partner to ensure they select feature-rich so$ware that is easy for employees to use, for
managers to tap for analysis, and for executives to delve into for long-term strategizing. %e
CRM solution, whether hosted or on-site, should come from a well-#nanced provider with
a history of success, strong customer service, and innovation.
But of most—and increasing—importance to many organizations across a spectrum of
industries, it’s vital that your CRM solution supports relevant legal requirements. Healthcare
organizations, for example, must adhere to a strengthened and more punitive Health
Insurance Portability and Accountability Act (HIPAA). Top-level executives at all businesses
are concerned about the Sarbanes- Oxley Act (Sarb-Ox), and #nancial #rms must
adhere to the Gramm Leach Bliley Act or face serious penalties.
Whether they choose hosted or on-site CRM solutions, organizations must ensure their
CRM partner complies fully with all mandates and regulations which may include end-user
security, audit trails, and auditable processing outputs. To ensure your solution complies,
it makes sense to place this capability at the top of your “must-have” feature list. A$er all,
no matter how attractive another application may be, if it is not compliant, you cannot
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