Best practice or process when honoring an EU lead's request to be removed from the database

[Jamie_Hunter]

When an EU lead asks to be erased from the database, is there a best practice to abide by other than simply deleting the person from each system that stores data on the individual (Marketo, CRM)?

[Josh_Hill13]

you should discuss this with your legal team. Some issues that come up are:

• Remove it from all systems.
• record that you did the deletion
• confirming with the requestor
• is the requestor authorized to request this?
• can you backup the person offline just in case?

[Jamie_Hunter]

Thanks Josh. I'll reach out to my legal team to confirm some of those items/issues.

[Grégoire_Miche2]

Well,

That's roughly what "erase data" means, doesn't it?

You could anonymize it, but you need to know that it's impossible to fully anonymize a lead in Marketo.

Vote here:

-Greg

[Amy_Goldfine]

With the caveat that we have a pretty robust InfoSec team and policy, this is our process:

1. Person emails privacy@, or whoever in the company received the initial request forwards to privacy@

2. Privacy@ triggers a Jira ticket, which is managed by an InfoSec team member

3. Team member verifies the legitimacy of the person/request

4. Person emails alias forgetme@, which has representatives from all business system stakeholders: Marketo, SFDC, Heap Analytics, and our own app

5. Members of forgetme@ each delete the person from their system, and reply-all back to forgetme@

6. Privacy@ confirms deletion with requestor