Customer Relationship Management (or CRM), as the name suggests involves implementing distinct ways to manage a healthy and long-term relationship with the customers. Taking a leaf out of it, the modern day CRM systems serve the chief objectives of customer identification, acquisition, and retention. To attain these coveted goals, the CRM tools perform a series of beneficial functions like order management, customer support, sales force automation, persistent information flow between corporate stakeholders, and so on. However, amid a range of benefits, these advanced software are likely to fall prey to various security hassles as well.
Top 5 CRM security blunders you might be doing
Below are top five of the most common blunders in CRM security that could cause irreparable business damages:
1. Inability to anticipate threats: Some of the obvious threats like malware, viruses, or Denial of Service (DOS) attacks can be covered using apt methods. However, the problem occurs when an unknown threat attempts to take the advantage of a CRM loophole. A common instance is the one where an end-user device attempts to hack the CRM data hidden behind the firewalls or servers. Incorporating a multi-layered security infrastructure would be feasible to avert breaches from such unanticipated threats.
2. Lapse in data security: Stakeholders of an organization, such as employees, customers, partners, or end-users often try to access the CRM data through their own devices. Most of these devices are insecure and much prone to intrusion, specifically mobile phones. The threat could grow even bigger in case of their theft, which ultimately could tend almost anyone to gain access to the mine of data. Encrypting the data files with Advanced Encryption Standards (AES) could protect the unauthorized access of information in any such case.
3. Allowing redundant access to staff: If you are allowing your sales staff to access reports out of their context, you may be committing a serious blunder. It could aggravate the chances of your confidential business data being comprised. As a stiff security measure, make sure to restrict the access of the sensitive date to a small group that includes mainly pre-authorized staff members. Moreover, using an alert system in the CRM could also be helpful in identifying the unauthorized access of any report.
4. Absence of alert system: Despite the CRM security being intact, the possibility of an external attack could not be ruled out completely. In addition, the absence of any security alert system that could adhere to a pre-specified security policy and trigger alarms accordingly could also prove to be detrimental. To the contrary, the availability of these facilities could help the management team to deal with the threats at the initial stages. Timely monitoring and alert notifications could also decrease the recovery time Objective (RTO) and Recovery Point Objective appreciably.
5. CRM with minimal security: Businesses often don’t mind investing in lesser known and comparably cheaper CRM software to save expenses. However, such systems are more likely to be low on security standards and could expose your CRM data to persistent intrusion threats. A better option is therefore to choose a CRM system that:
- Comprises the requisite security certifications
- Enables you to set user-defined roles
- Secures your data through apt encryption
- Incorporates Intrusion Detection/Prevention systems (IDS/IPS), and;
- Possesses latest virus scanning protocols