The new General Data Protection Regulations become law from the 25th of May 2018.The new General Data Protection Regulations become law from the 25th of May 2018.They have been devised to attempt to keep up to date with the digital revolution, and apply to UK companies and charities that process the personal data of EU residents.To understand the GDPR in detail, explore the ICO’s data protection reform hub on its website.
Our previous blog described how CRM solutions can help with GDPR, and how they can cause issues. This blog deals with the rules in a little more detail and a suggestion on what your CRM system actions might be. Please bear in mind Junari are interested parties and not legal representatives, so you should consult legal advice services if in doubt!
The key changes in a nutshell are: –
1) ‘Personal data’ has been widened to additional elements that could be used to identify an individual, to include cultural, social, financial, mental and genetic factors.
ACTION: Take time to understand what you store and ensure that you only store what is reasonably needed. If you provide services to only one sexual orientation, measure service provision based on this factor, or need to tailor the service based on sexual orientation, then it is reasonable to store this information. But if not, why do you need to know (and more importantly mark it in a record kept)? Also, it is necessary to understand WHY you are storing it and what the purpose of the data is. If it is not for a defensible reason, get rid!
2) If you process the personal data on children, you will need parental consent in they are under 16. Keep your eye open though as EU member states may change this to 13.
ACTION: Make sure you only store data on children when it is really required and then collect parental consent and store that as evidence before you process data
3) Valid Consent must be sought “Silence or inactivity does not constitute consent; clear and affirmative consent to the processing of private data must be provided.
ACTION: There are two sides to this in our opinion. Firstly, people that you have never met, dealt with or spoken with should be contacted with the request to opt into your marketing messages before receiving them. Secondly, if a person is dealing with you already as a customer or supplier, that could be viewed as valid consent, unless they expressly opt out from marketing messages at the same time.
4) “Right to be forgotten” The new regulations require that if people wish their data to be removed, then this must happen.
ACTION: You should have a process to remove or anonymise the persons data in any system. The exception to this in our thinking is where you have legal records associated with the person, such as invoices.
5) Data should not be shared unless necessary, and never outside of the EU without seeking legal advice.
ACTION (1): We would also suggest reviewing your back-up strategy for personal data. If you use Amazon for example as a back-up mechanism, then this could be construed as sharing data outside of the EU, being US based. If this is the case, then check the T’s and C’s to ensure they are observant of EU law. ACTION (2): Devise yourself a plan for avoiding, dealing with, and reporting a data breach. Either the Data Protection Authority or the individual affected should be informed as to the type and size of the breach, any remedial action, the potential impact on them, all within 72 hours of the discovery of the breach.
Don’t forget, if you are in anyway confused about how your business should approach the issue of being GDPR compliant then seek legal advice. Alternatively you could consider attending some of the many GDPR related business events that organisations such as Chamber of Commerce and Forum of Private Business will have available to members.
For those of you who are based in Essex, you might like to know that the guys at Business Connected have got just such an event organised on 29th November 2017, from 09:30-11:30 GMT at the Best Western Marks Tey Hotel. You can visit their eventbrite registration page here to find out more and register.
And of course, the team here at Junari are very happy to talk to you about how our particualr CRM system, JunariCRM+ will handle data and help your business. Contact us on 01206 625225 or email us at email@example.com, or use that lovely red “Get in Touch” button below.
There’s a new pressing ‘must-do’ that should be on your list, have you heard of it? It’s called the European Union’s General Data Protection Regulation (or EU GDPR for short).
Not so up to speed? It is a new law that is designed to enhance the existing data protection rights for any European Union resident.
So that means if your business, or charitable organisation, is providing products/services to anyone in the EU or is monitoring the behaviour of anyone resident in the EU, or employs anyone in the EU, then you’re going to be affected by this. So, it is safe to say that everyone is going to be affected.
And the final deadline for compliance is 25th May 2018. So, you’d better get your skates on!
If your organisation is a small to medium sized charity relying upon just a few employees, or perhaps only volunteers, to “get-with-it” it is a doubly tough job – with the risk of the hefty non-compliance fines carrying a much greater risk-impact for you.
We can all remember the national-press stories of the last few years, featuring charities that didn’t have quite the best handle on their data processing transparency and diligence of controlling data, and their suppliers thereof. Nobody wants to be responsible for putting their organisation in the spot-light for the wrong reasons, or indeed to be, unknowingly, causing distress.
Equally, no charitable organisation can afford to ‘write-off’ the majority of their fundraising contacts/mailing list, for fear of not being able to prove they have a valid reason to hold the personal data. That would have dire consequences for a charity’s ability to raise income!
But enough of the scaremongering. There are simple objectives around the strengthening of data protection laws, and therefore, the main thing to focus on is your organisation’s ability to prove, beyond reasonable doubt, that the person whose data you are using has demonstrated a “legitimate interest” in your organisation.
So, in simplistic terms, for a business, it is reasonable to state that someone who has been or currently is a customer of your products/services has demonstrated a “legitimate interest” in your company and for you, therefore, to continue to communicate with them, using the personal data that you hold on them.
For charities, similar applies. If a person has donated to your organisation in the past, and you now wish to send them your latest fundraising-campaign or newsletter, then, so long as when you last received that previous donation, you had a clear communication that you would hold their details on record and would be sending them further fundraising information and gave them the clear opportunity to ‘opt-out’, which they did not subsequently do, then you’re good to go.
When all is said and done, it all comes down to having well organised, easily usable, robust and forensically-auditable recording of personal data, and the relationship your organisation has had, over the arc of time, with that data.
It really can be easy. Difficulty arises when you’ve got lots of volume of data (many hundreds or thousands of records) to keep track of and/or a complex process to keep track of (many forms and methods of getting in touch with people and for them to contact you).
So, you need to think carefully about the systems (whatever these may be; paper, spreadsheet, CRM, ERP etc.) that your organisation has and state clearly how these systems need to be used, so that every relevant person in your organisation knows exactly how to correctly record and update personal data information:
1) Get consensus throughout your organisation on how you will handle the new regulation.
2) Make sure you know exactly what your organisation’s usage of personal data is and how you process the data. How do you store personal data? How do you control it? How do you share it etc. etc.?
3) Understand how you are checking for consent and ‘legitimate interest’ and document these.
4) Review your IT systems and procedures – are these helping or hindering you?
5) Review and update privacy policies to improve transparency and clarity.
(If in doubt, get legal advice about how the new laws will affect you. There are numerous law firms specialising in this subject matter).
We’ve helped numerous organisations – particularly the small and medium sized charities that don’t have massive I.T. budgets – do just that, by implementing our JunariCRM+ system. We have a separate charity-based functionality module which means that all new contacts are defaulted to an ‘opt-out’ position, with the ability to mark the point at opt-in and to record when and what options or basis of communication the contact is agreeing to opt-in for.
It’s worked brilliantly for the Stowmarket Relief Trust – you can read more about their reasons for choosing to work with Junari here – and for the guys at MAGPAS – their case study is here.
If you are scratching your head and wondering how your charity can ensure it is compliant before May 2018, then give us a call. We’ll be happy to chat your issues through and suggest the options and possibilities available to you. Email us at: firstname.lastname@example.org or use that lovely “Get in Touch” button in the footer below.
Two other useful resources that you should also consider are www.fundraisingregulator.org.uk and www.smallcharities.org.uk/ or www.ico.org.uk
Junari’s Marketing Director featured in FSB Essex’s “The Voice” magazine
The Mar/Apr edition of “The Voice” from FSB Essex begins to hit the county’s work-desks…
The theme of the latest edition of The Voice (the business The theme of the latest edition of The Voice (the business magazine of the Federation of Small Businesses in Essex) is all about women in business and we were very pleased to be asked by Iain Wicks, FSB Business Development Manager for Essex, for an interview and contribution. It has not been long since we welcomed Rachel Davidson-Foster to our ranks as our Marketing Director and during the short time she has been with us we’ve seen her professionalism and determination to get things done first hand.
The FSB magazine edition’s theme was apparently prompted by a Euro MP’s comments that women “don’t have the ambition to go right to the top”. In our opinion that is an unfortunate point of view and not at all indicative of our experience. In fact we would say that work and success in the 21st century should be all about an individual’s merit and skillset combined with their ability to apply these appropriately rather an outmoded concept of stereotypical gender differences.
Here at Junari we aim to attract the best people because we know that by employing top-notch, highly skilled individuals who share the same core-values of excellence and solution-delivery, we will garner an advantage in the market place. We’re on a mission to ensure that every business gets the CRM solution that they deserve. No single customer ever has the same requirements, but they all have the same needs; to be successful in business. Providing this for our customers through the delivery of our JunariCRM+® tailored solution has nothing to do with the gender of said client representative or of our dedicated employees!
The chromosomal X factor; Steve and Rachel discuss business strategy…
As Rachel reflects in the article itself “The comments that women are unambitious not only presents a sexist view of women in the workplace, but also condemns men to an outdated concept of employment. I know a lot of women who stay at home and I know a lot of men who would rather have a more pastoral lifestyle”.
Building a successful business in 2014 has more to do with flexibility, innovation, clear direction and integrity and nothing whatsoever to do with mammalian allosomes. We’d also like to point out that our JunariCRM+® product can have a significant positive influence too. Well, you’d expect nothing less from us!
You can see the FSB “The Voice” magazine at www.fsb.org.uk/essex
Let us know what you think?
Contact us on email@example.com or +44 (0)1206 625225
I wonder; can you and I agree on one thing before we go any further? I suggest that there are very few businesses in this information-data-burden world that do not need help with keeping track of who their potential clients could be, what their current clients are doing with them and indeed what previous clients thought of them and what it would take to win them back.
Do you agree? I don’t think that this statement is too radical and I think the massive size of the global CRM marketplace, which stands at an estimated $15bn in 2014, is testament to this real and apparent business need.
This process of “knowing your client” (otherwise known as CRM) can be as low-tech as a notepad or as high-tech as a massive enterprise mainframe computer system and obviously the appropriateness of each solution and which is best for individual businesses is clearly dictated by their budget and scale.
So; if you agreed with my first statement I hope that you will also agree with this next one – that the one thing which remains true for all business people like you, is that having good (by which I mean detailed, available and relevant) information about future-clients, existing-clients and past-clients delivers the ability to demonstrate more effectively to those clients that yourproduct/service meets their needs. Needs that you understand because you’ve been taking notice of (logging and modelling) their requirements.
Every Little Helps…
CRM is more than just aiming to replicate Tesco’s massive ‘clubcard’ database, for instance! CRM is making sure that as a company the systems you run (paper, spread sheet, software, whatever etc.) enable you to put your customers at the heart of your business so that ALL the work your team does is conducted with the certain knowledge that it is in some way improving the experience that your customer will get from your business. That is what pushes CRM into the “give me an advantage” arena and why all businesses should manage some form of CRM system as a “base-level” business tool.
CRM has become a business “buzzword” and a business ‘must-have’ over the last half-decade and particularly so for small and growing businesses, whereas before it had been the preserve of big-corporates who tended to build their own systems or append CRM to existing enterprise level databases. Of late more “cloud” based online systems and ‘Software as a Service’ (SaaS) have come to the market and generally dominate There are many CRM solutions being offered within the market place. Many of them demonstrating good functionality in relevant areas and with a vast range of pricing points available.
Beware! Dangerous Seas Ahead…
So, let’s see if you agree with my 3rd hypothesis; that it’s a rather tempestuous CRM ocean you’re sailing on and figuring out which product to go with can be a daunting prospect. Well, we’re a helpful bunch at Junari so here is our view of the things that if you’re in the market for a new CRM system you should be thinking deeply about and putting in place strategies for how you avoid.
So, just as there are the 7 deadly sins in life we hereby present you with what we think make up the 7 equally deadly “Sea Monsters” that if you can you should definitely avoid sailing blindly into:
1) SaaS? So long as you like your service to be remote – Most SaaS (Software as a Service) models rely upon high-user-volume, low running-cost business models to make the SaaS owner profitable. As one of their clients therefore you can expect to be kept at arm’s length and for any training or usability issues to be dealt with via video-link or in some cases a premium-rate telephone line. But sometimes an issue is just a little bit too complex and necessitates a need to sit face to face. Most SaaS providers just will not do this. Think carefully about your appetite for support before selecting a CRM solution. If you’re an organisation that likes your suppliers to become close confidants then a SaaS model is probably not for you.
2) Thanks for your Data: Consider carefully the issue of data ownership– there are many solutions that have an inherent lock-in on the data that you will put into your CRM system. These CRM providers make it impossible to get a dump of the database when you want to move on and even a csv output file is a request too far for them! Or they’ll give you a portion of your data in csv file but not all of the relational fields. This is going to be highly disruptive to your business should you wish to change future CRM supplier. In some cases you can NEVER get your data back (prepare to employ multiple data-entry clerks to retype your data into your new CRM if this is the case).
3) This way or the highway: Watch out for proprietary software solutions – fixed code that dictates a certain (or limited) business process. Here at Junari we’ve never yet met a business for whom this approach was 100% applicable. We’ve met businesses who thought that 95% was fine – but the remaining 5% was really bugging the hell out of them. Because it was this minority 5% that was causing a good 95% of the delays or issues within their business and which led to user-disengagement – and before the CRM project sponsor knew it, users were back to creating their own individual spreadsheets to keep note of critical client-relationship issues <exit aforementioned CRM project Sponsor stage left with P45 adroitly tucked into back pocket>.
4) One-Size Fits All: Solutions that are industry siloes with limited options for moving outside of these parameters are great for the profitability of the software provider as they represent less cost, development complexity and therefore development time. But, do you really want to replicate exactly what your competitors are doing simply because you are using the defacto industry-standard CRM? Where is the market differentiation and market advantage for you in that?
There are thousands of CRM sellers out there who talk incessantly about how customisable their systems are, or even how their particular logic of “how to do work” is relevant to certain industry sectors. However, we’ve never yet met an “average” business even if they did live within the same industry area as another firm. Each and every business is always going to be “differently similar”. It is the similarity that lulls you into thinking that you could use an off-the-shelf solution but it is the subtle differences that will have you and your users stuck in a workflow cul-de-sac and ultimately losing out on efficiency savings, productivity gains and competitive advantage.
5) You can change ‘em – but it’s gonna cost you: Always check out a future CRM provider’s ability to grow along with your business – do this in terms of the software functionality, breadth and scalability within a viable commercial model. All things are possible within IT of course; it is the complexity of changing the code and adding new functionality that define if you have the time or the money to afford it though. It’s pretty important that last bit isn’t it! Many systems are “customisable”. But only if expensive system-developers are employed to perform the work. So is that part of your contingency budgeting? Are you happy to ring fence that amount of working capital?
6) No Jostling in the Queue Please: Heedful (and frankly happy) that I’m speaking to a UK market, we have to acknowledge the vast majority of CRM solutions in the market place are US owned and US domiciled. Was that a “So What?” comment I just heard? Well, pardon my pedantry but isn’t this a bottom line business fundamental – you want to know that when it becomes necessary, you have support and assistance to hand don’t you? There is no reassurance for business owners of dealing with a “local” company if they use many of the big name CRM solutions. Some CRM companies will counter with the fact that they have UK based satellite support offices or have a network of resellers – but these teams aren’t controlling the product’s functionality or roadmap. For that you have to go back to the good’ol US of A. So, in most cases UK companies will have to queue up alongside the whole of America/Rest of World before their product updates/improvements can be acknowledged or realised.
7) Deep Pockets are an Advantage: And finally, the ever present issue of money! Low cost start options that come with “further down the road” commercials in combination with a limited level of customisation and functionality-flex is a killer oceanic maelstrom! Although initially the dead cheap monthly price point can look attractive, the moment that you diverge from the “basic” options the costs in some CRM pricing can ramp up severely leaving you wondering at which point your business case for having a CRM dissolved into thin air! Look carefully at how your user and business requirements are likely to grow and translate that into a “lifetime cost” of the prospective CRM. Then compare it to what you reckon should be the “lifetime value” of the software. Sometimes, what initially looked like the higher-cost at start-up option can, over the life of the system, end up saving you lots of money. Which is surely going to be better for your business (and bring with it the added advantage of system & business continuity – but that’s for another blog post….)
Still feel like you’re overboard and the sharks are circling?
Now it will come to you as no surprise that here at Junari we have worked hard to make our CRM software avoid ALL of these traps and in doing so help UK businesses avoid them too. Because Junari wins when our clients succeed. Period.
If you want to have a totally commitment free frank chat with us about what your CRM requirements are – irrespective of whether they’re a good fit for our JunariCRM+ software or not – then get in touch.
We’re on a mission to help every business in the UK get the CRM system they deserve.
Contact us on firstname.lastname@example.org +44 (0)1206 625225
How to Get UK R&D Tax Relief with JunariCRM+
Fans of the Beatle’s George Harrison will perhaps recall the lyrics of his song “Taxman” which went something like “and my advice for those who’ve died, declare the pennies on your eyes, cause I’m the taxman”. Well, arguably HMRC doesn’t stoop quite as low as that even if Mr Harrison thought so – but corporation tax is a favourite exaction of theirs!
Poor Mr Tax Man! All our clients should take advantage of R&D Tax Relief…
Just like any sensible business person out there – you for instance – we are always looking for ways in which to minimise our business liabilities and in particular the tax obligation that the company shoulders. If we can take a £1 of our hard earned revenue and not pay tax on it, preferring to invest that £1 in our future growth then we want to hear about it.
Now before you go getting as hot under the collar as a Starbucks cappuccino, we’re not talking about diverting profits away from the UK to minimise corporation tax payments or any wannabe-murky accounting practice that would have us featured on Jimmy Carr’s best buddies list!
No, no, no. What we are referring to is how we take advantage of the fantastic tax relief that the UK government itself is offering to all companies that perform Research & Development activity on projects that they are working on.
Happily the UK Government recognises that the effort of “UK plc” doing lots of excellent R&D will improve the UK’s economy with cutting edge product/service delivery and so they reward any qualifying expenditure with an effective 45% tax relief on such qualifying R&D expenditure. This is fantastic news for us – our Research & Development work is a continuous cycle of effort that ensures we understand what is valued by our customers and future target markets and therefore what will sell. Our R&D focus enables us to flex and grow to remain effective and efficient – two core business tenets – and so we invest a considerable amount of time and money in this activity.
- For Small or Medium-sized Enterprise (SME) Companies, since 1 April 2012, the tax relief on allowable R&D costs is 225% that is, for each £100 of qualifying costs, your company has the profits on which Corporation Tax is paid, reduced by an additional £125 on top of the £100 spent.
- Effectively this increases a company’s Corporation Tax relief on such expenditure from 20% to 45%, and is hence a very generous HMRC incentive.
- Furthermore any “excess tax losses” created from such a claim can either be carried forward in the normal way for relief against future profits of the same trade, or “surrendered” for an cash rebate at a rate of 11%
Now obviously, this R&D tax relief has been around in the UK since the early noughties BUT the difference now is that the relief value is higher (see sidebar) AND that the definition of what constitutes R&D expenditure has been widened. So listen up! This is a critical point for you; because R&D isn’t just about white-coated boffins working out the new pharmaceutical drug or next generation jet-engine. Now it can include anything that a business does which helps it improve its own processes, effectiveness and efficiency meaning that profit-growth is more possible. Specifically if your business project seeks to achieve an advance in overall knowledge or capability through the resolution of a technological uncertainty then you should be thinking about applying for R&D Relief.
And one of the specific costs that qualify for the relief calculation is software – computer software used directly in the advancement of business knowledge and capability.
Keeping it simple: A JunariCRM+ Implementation = More Tax Relief Opportunities
In simple terms therefore the JunariCRM+ product’s implementation costs and elements of its ongoing support can all be tax relief efficient. Because at the heart of the technology-uncertainty issue is how businesses find a suitable system to help them resolve blocks to business growth and blocks to their knowledge of the business patterns and dynamics. The investment in terms of time and capital outlay in resolving these core business issues is one that Junari assist all our clients with when tailoring our JunariCRM+ product to their exact process and innovation requirements.
Several of our clients have taken the project cost relating to their JunariCRM+ implementations and made them into successful R&D Relief claims – meaning that the already impressive return on investment that JunariCRM+ is delivering to our clients’ top-line is further leveraged by potential tax enhancement savings. It seemed a natural progression therefore to shout a bit more about this benefit and make it more obvious to everyone.
“Everything should be made as simple as possible, but not tax.”
Apologies to Albert Einstein for corrupting his quotation there – but the point is valid. There’s not a lot in the world of corporate tax that is dead simple. So in order to take advantage of the still rather complex and obfuscating tax guidelines you’re going to need to employ an expert.
Here at Junari we’re very happy to recommend Chris Annis at LB Group Chartered Accountants in Ipswich who has worked with us on our last two financial year R&D submissions. Chris is a great guy – defined by his pragmatic and proactive approach to achieving every drop of legal-tax relief that the government system allows. So if you need any help or advice then Chris can be reached on 01473 359720 or email Ipswich@lbgroupltd.com.
And if you’re interested in how you can achieve powerful business growth into your business (whilst also having the satisfaction of paying less Corporation Tax) then you need to speak to us.
Contact us on email@example.com or +44 (0)1206 625225