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Customer relations & service7 min read

Marketing Messages in a CRM: Customer Consent First

Marketing messages in a CRM start with the customer's recorded consent and a clear way to stop them, as Article 25 of the PDPL requires. Part six of Digitizing CRM quotes Articles 25 and 26, explains what the implementing regulation adds, sets out 5 fields for every consent in the customer record and an opt-out that works on every channel, with an exercise on your current broadcast list.

Part 6 of 7 · Digitizing CRM

Customer relations & service7 min read

A 90-Day Plan to Roll Out CRM in Your Business

A CRM can go live in 90 days in 3 blocks of 30: records, then channels and leads, then service and consent. The seventh and final part of Digitizing CRM gathers the exercises of the six earlier parts into one plan, splits the owner's decisions from the sales or service lead's, and sets a date to switch off the side lists.

Part 7 of 7 · Digitizing CRM

Customer relations & service7 min read

Customer Complaint Management in a CRM: A Ticket per Issue

Customer complaint management in a CRM turns every complaint or service request into a ticket that closes only when the customer confirms. Part five of Digitizing CRM explains 5 fields on every ticket, the escalation path when a target time passes, personal data requests the implementing regulation caps at 30 days, and how recurring complaints feed back into operations, with an exercise on last month's complaints.

Part 5 of 7 · Digitizing CRM

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