One of the concerns raised by GDPR is fear of draconian fines, but that should not be a concern in the UK, at least for those who act in good faith. “I have no intention of changing our proportionate and pragmatic approach, said ICO Information Commissioner Liz Denham. “Hefty fines will be reserved for those organisations that persistently, deliberately, or negligently flout the law.”
And while many have complained that GDPR is a major hindrance to traditional marketing, it redirects efforts towards better targeted accounts and prospects. “B2B direct marketing is alive and well, and is explicitly envisaged in the GDPR legislation,” said Kevin Savage, Rhetorik’s Chief Revenue Officer. “You can do B2B marketing, and you should because compliance requirements are really a blessing in disguise. Relying on Legitimate Interest requires you to be more mindful and selective about the personal data you keep and use. This selectivity enables you to be more targeted in your messaging, to cut through the noise and engage prospects more effectively.”
Please find the underlying statutes for major European countries, courtesy of Rhetorik:
Yesterday, I presented a discussion of Legitimate Interest as the basis of GDPR communications. For B2B companies in the UK, the 2003 PECR (The Privacy and Electronic Communications Regulations of 2003) law is often applicable when assessing GDPR and Data Privacy:
GDPR and Data Privacy under UK PECR and Non-PECR scenarios (Source: Rhetorik)
The PECR discusses soft opt-ins for individuals, sole traders and some partnerships, but not B2B. The ICO states that “the term ‘soft opt-in’ is sometimes used to describe the rule about existing customers. The idea is that if an individual bought something from you recently, gave you their details, and did not opt out of marketing messages, they are probably happy to receive marketing from you about similar products or services even if they haven’t specifically consented. However, you must have given them a clear chance to opt out – both when you first collected their details, and in every message you send. The soft opt-in rule means you may be able to email or text your own customers, but it does not apply to prospective customers or new contacts.”
Legitimate Interest also applies to data licensing relationships and marketing partnerships. If personal data interest is maintained for a specific purpose (e.g. Technology Sales), data licensing and sharing needs to be kept within the original scope.
Legitimate Interest and Consent also apply within a company. Data maintained for one product line may not be usable for others, particularly if the firm spans multiple sectors.
The UK Direct Marketing Association published guidance on the subject of Legitimate Interest helping make sense of Article 6.1.f:
“Processing is necessary for the purposes of the legitimate interests pursued by the controller or by a third party, except where such interests are overridden by the interests or fundamental rights and freedoms of the data subject which require protection of personal data, in particular where the data subject is a child.”
And Recital 47:
“The legitimate interests of a controller, including those of a controller to which the Personal Data may be disclosed, or of a third party, may provide a legal basis for processing, provided that the interests or the fundamental rights and freedoms of the data subject are not overriding, taking into consideration the reasonable expectations of data subjects based on their relationship with the controller.”
Once the basis of holding personal data is met, companies have additional conditions to meet around transparency (notification and the right to object), data minimization (Is there a legitimate interest in collecting all of the fields? How long is data retained?), and reasonable expectation (limited impact to personal and private life; ensuring data accuracy).
For individuals who opt out, firms must retain suppression lists to prevent the re-collection of personal information. The suppression list should be the minimal information required to ensure the individual is not added back into the marketing database at a later date. With B2B, the list may simply be name and email.
The GDPR also sets out expectations which are relationship specific:
I’ve been looking for a good description of what GDPR (General Data Protection Regulation) means to B2B marketers and finally came across a session given by UK technology profiler Rhetorik. There have been a number of issues that have muddied the waters, making it difficult to provide much more than general rules. Amongst the issues are a focus on the implications to consumer marketers, the lack of a general law that spans the EU, and an emphasis on rumors and fears about what will happen to firms that fail to comply with the regulation.
Rhetorik Data Protection Officer Samantha Magee noted that GDPR covers how and why companies hold and protect data. It is focused on internal processes rather than external communications, and is channel agnostic.
In around 18 months, the EU will pass uniform ePrivacy legislation which covers external communications in member countries. Until then, rules will remain fragmentary. For example, Opt-in or Opt-out protocols differ by country with the UK amongst the more liberal countries:
For the moment, GDPR has given teeth to local regulations. In the UK, the PECR (The Privacy and Electronic Communications Regulations of 2003), overseen by the Information Commissioners Office (ICO), remains the applicable regulation for consumer, single trader, and small partnership communications. It was drafted after the European Directive 2002/58/EC, otherwise known as the or ‘e-privacy Directive’, was implemented in 2002.
There are six bases for communicating with clients and prospects, all of which have equal weight: Consent, Contract, Legal Obligation, Vital Interest, Public Task, and Legitimate Interest. Of these, Consent (e.g. opt-in) and Legitimate Interest are the most common for B2B marketers. Support and service departments would most likely be covered under contractual relationships.
“Legitimate Interest aims to provide a solid and lawful basis upon which commercial communication can occur, allowing marketers to promote their products and services to a targeted and well defined audience,” said Magee. “At its heart, is the desire to ensure that commercial practices and communications are relevant to the individual, offering the assurance that high standards of care are applied and that their essential privacy” rights are considered of the utmost importance.”
Part II continues with a discussion of the UK PECR law and additional details on Legitimate Interest.
Technology media and intent purchasing firm TechTarget announced a set of enhancements to its Priority Engine service “that vastly improve ABM performance, increase sales productivity and maximize demand generation success for enterprise B2B technology organizations.” Amongst the enhancements are improvements to the user experience, a new Salesforce widget, persistent URLs, list assignments, user roles, and improved topic filtering.
Priority Engine combines executive intelligence with purchaser specific demand signals spanning 10,000 IT Topics across its technology research sites. The service marries HG Data technology intent intelligence with DiscoverOrg contacts, Owler firmographics, and TechTarget intent data and prospects. Priority Engine assists sales and marketing professionals by “expanding access to total buying teams at active accounts and showcasing rich purchase details such as installed technologies, vendor shortlists and specific, relevant topical interests.”
Priority Engine is GDPR compliant across its 18 million professional profiles who have opted into TechTarget partner marketing programs. Furthermore, because TechTarget has opted-in user profiles, it is able to provide intent data at the individual level. This contrasts with other intent networks which gather anonymous intent information at the company level.
User Experience enhancements include a left-side navigation menu and search bar. The navigation bar provides account list management, export functionality, and export monitoring. The search bar provides a type-ahead company list to expedite account searching.
Account profiles contain Owler headquarters information along with a business description, logo, sizing data, and social media links. Also displayed in the business summary are an account interest gauge, Buying Team counts, Vendor Interests based upon downloaded vendor content, and Top Interests. The account Interest gauge evaluates site readership (number of readers, type of content, scope of vendor interest) to determine whether the prospect is Evaluating Vendors, Ramping Up, or Not Active in the segment.
TechTarget also offers a set of intent signals based upon readership patterns: Widespread, Sustained, Late Stage, Stakeholder, and Cross-Vendor. According to the firm, “the more blue dots that are lit up, the more focus sales should commit to the account.”
At the top of each Account Profile are the licensed segments. Sales reps can click on any of the segments and the profile is filtered for the segment across TechTarget Buying Teams, DiscoverOrg Contacts, HG Data products, and the business summary. TechTarget offers 300 technology market segments with over 200 available for North America.
Priority Engine users are now assigned to one of three roles: Administrators, List Builders, and Read-Only. Administrators have full system functionality along with account management responsibilities. Both Administrators and List Builders can build and assign account lists to other users. Only Administrators can export records. Priority Engine suggests that Administrators are usually marketers and that List Builders are typically Sales Managers. View only users would be inside sales reps that would be working account lists but not building them.
Account List Building was redesigned with reorganized and expanded filters displayed on a single page. Filters have been separated into common and advanced screens with common filters spanning firmographic, technographic, and intent variables. Advanced filters include Last Touch, Purchase Signals, and HQ location. Within any filter, users may select Includes Any (OR), Include All (AND), and Exclude (NOT) Boolean logic.
Users can also rank results by market segment. Most Priority Engine subscribers have between one and five licensed segments. Except for the largest technology firms that operate in many segments, the firm contends that focusing on key segments provides better results than including adjacent technology segments.
Previously defined lists are available for both suppression or sub-list targeting.
TechTarget Priority Engine List Building
Lists are ranked according to intent signal strength for a market segment. Clicking on a different segment results in a different set of priorities.
The new Ranked Accounts list view includes the navigation bar along with company logos, the top areas of interest, and the company most influencing the account over the past 90 days (based upon TechTarget content viewing patterns). Clicking on any account takes the user to the account profile.
The persistent URL provides a direct link between sales and marketing platforms to the Priority Engine Dashboard. “The sales-to-marketing handoff can be one of the most challenging aspects of implementing modern marketing strategies, especially ABM. To properly inform and empower salespeople, you must be able to pass along valuable account-level insights with each lead — and few systems or workflows support this,” said Michael Cotoia, CEO, TechTarget. “Priority Engine addresses this challenge by providing a persistent and portable account link that can be embedded within any existing sales or marketing systems.”
Please continue to Part II which discusses the Priority Engine Salesforce connector, product repackaging, and market momentum.
LinkedIn is now the number two social media platform by usage, advertising spend, ROI and analytics tools. Facebook remains number one. “While LinkedIn is often considered a hub for job hunters and corporate recruiters, the platform has also shifted to position itself as a marketing engine in recent years,” said Jerry Ascierto, executive editor of The Social Shake-Up Show. “The recent updates to its ad platform and UI seem to be encouraging brands to increase spend. As a result, more companies are experiencing better ROI from this network than others considered more popular and ‘fun,’ such as Instagram, Twitter and YouTube.”
LinkedIn has benefited from a native video feature that was launched last year and was recently extended to company pages.
LinkedIn’s last official member count was 546 million global professional profiles.
Microsoft Chairman John Thompson said that the LinkedIn acquisition has been “wildly successful” and that Microsoft would be “all in” on a similar deal. Of particular interest are firms that would help connect users to the Microsoft cloud.
Thomson was critical of firms that share or sell user data. “Many of them make money off ads and they have used that as kind of a leverage point,” Thomson told Bloomberg. “At Microsoft, we don’t believe in that.”
While Facebook has taken a series of hits on its sharing of member data, LinkedIn has long protected member data (for example, Sales Navigator does not permit the uploading of member information to CRMs but makes it available for display). What’s more, Microsoft has built GDPR compliance into its product line and set it as a global standard.
LinkedIn celebrated its 15th anniversary last month. “15 years ago, we launched LinkedIn in Reid Hoffman’s living room with the tagline ‘relationships matter’,” said VP of Product Strategy Allen Blue. “I’m proud to say that this mantra still rings true today in both the halls of LinkedIn and on the platform. While the world of work has evolved immensely — be it the tools and products we use, the ways we communicate, and even the jobs themselves — our need to connect with one another to be productive in our careers remains at the core of all we do.”
A few weeks ago, I wrote about enterprise software vendors calling for an American version of GDPR with Microsoft announcing that it was building GDPR into its global product line as its standard privacy protocol.
On the Salesforce earnings call last week, CEO Marc Benioff observed that the software industry has been going through a “crisis of trust for the past six months” related to privacy and data ownership:
“From the European perspective the way they look at data is data belongs to you, it’s your data. Now for us at Salesforce, we understand that. We’ve had that position from the beginning. Our customers’ data belongs to them, it’s their data. I think in some cases, the companies that are start-ups and next generation technologies here in San Francisco, they think that data is theirs. I think the Europeans with GDPR have really flipped the coin, especially in advertising but in another areas saying hey, this data belongs to the consumer or to the customers, you guys have to pivot back to the consumer, you have to pivot back to the customer.”
Benioff once again called for a US privacy law similar to GDPR which provides “guardrails” around trust and safety. “This is going to help our industry,” said Benioff. ”It’s going to provide the ability for the customers to interact with great next generation technologies in a safe way.”
Benioff also warned that when AI technologies are indistinguishable from humans, trust will also be an issue.
LinkedIn Sales Navigator will be rolling out its Q2 release in the coming weeks. New features include a redesigned Leads page, a mobile new Accounts page, additional SNAP partners, and improved message actions in the Inbox.
LinkedIn also announced that its Sales Solutions are fully GDPR compliant with the following changes being implemented later this year:
Notification of data collection to all LinkedIn members using Sales Navigator at onboarding: We’ll continue to provide notifications of how data is used in our Sales Solutions products before user onboarding for mobile and desktop access to Sales Solutions products, and will add the ability for users to track confirmation of these policies in their LinkedIn account.
Export of Sales Navigator data: Exports of user data will be available for entire contracts or on a by-seat basis.
Deletion of Sales Navigator data: Deletion of user data will be available for entire contracts or on a by-seat basis.
Requests from individuals and contract administrators: Users and contract administrators will be able to request export or deletion of their user data via a clearly documented request process.
LinkedIn did caveat its GDPR support noting that “LinkedIn cannot control the specific messages sent by a customer, which ultimately determine the customer’s compliance with relevant laws throughout the world. As such, we advise our customers to seek the advice of their own counsel regarding their specific uses of promotional messaging within LinkedIn.”
LinkedIn collects marketing consent as part of the terms and conditions during account creation and reconfirms it at the email verification stage. Users can also opt out of marketing materials and messages in their privacy settings.
“It’s always been challenging for salespeople to access all the important information about their prospects in one place,” says Doug Camplejohn, VP of product management at LinkedIn Sales Solutions. “We’re constantly looking for ways to improve Sales Navigator, so we’re pleased to release our redesigned lead page, which will save salespeople valuable time and help them better understand their prospects.”
The Detailed Lead Summary section includes contact intelligence pulled from the CRM..
The redesigned Leads page provides a Show All button for displaying contact information from LinkedIn, CRM contact records, or details entered by the user or her colleagues. The Lead page summary also includes user tags, a CRM badge that provides a direct link to the CRM contact record, and a contact overview.
While the platform remains view only, sales reps can share contact specific details across the Sales Navigator service with colleagues. “You can see additional emails, phone numbers, website URLs, social handles and office addresses pulled from both their LinkedIn profile and your CRM in one place. And if you add, say, a social handle for a person in Sales Navigator, that information is shared with other team members on the same Sales Navigator contract,” said LinkedIn.
A Highlights section calls out common attributes such as Groups, shared companies, schools in common, and connections. Also displayed is the “best path” connection to the individual. The best path could be via TeamLink or personal and professional connections. Highlights also includes a synopsis of recent LinkedIn activity such as posts, likes, and comments.
A Recommended Leads section provides a custom set of additional names at the company based upon search preferences, new contacts at the firm, people with shared connections, and people who have recently viewed the user’s profile.
The Locate Similar Leads section identifies leads at other firms that are similar to the current lead.
The iOS and Android mobile apps support a redesigned Company Summary along with new Saved Leads, Recommended Leads, and Best Path Into modules. News and Updates are also available.
“Our redesigned Mobile Account Page highlights key account details and unique LinkedIn insights about a lead, such as company news like financial milestones or key announcements, basic company info, or recommended prospects,” said Camplejohn. “Ultimately, this will give salespeople access to the information they need, when they need it, wherever they are, so they can act quickly and be more productive.”
If the user hovers over a message in the Sales Navigator Inbox, she will be presented with Archive / Unarchive and Mark Read / Unread toggles.
“By highlighting important information about a prospect such as their job title, contact information, common groups or interests, and CRM activity, salespeople can find natural icebreakers to start a conversation so they can personalize their messages, grow their pipelines, and, ultimately, close more deals,” said Camplejohn.
Sales Navigator users can flag the level of detail passed to Leads when the user views a profile. The lead will see either see the full set of viewer details including name, headline, and location; title and company; or no details (anonymous).
New SNAP partners include Clari (Business Intelligence), SAP Hybris and Pegasystems (CRM), Oracle Eloqua (Marketing Automation), and Groove (Sales Acceleration).
Beginning last quarter, Sales Navigator adoped a more formalized quarterly release process. The Q2 release will be available to Sales Admins on May 21st with the enhancements being rolled out to users in the subsequent weeks.