SUBSCRIBE TO TMCnet
TMCnet - World's Largest Communications and Technology Community

CHANNEL BY TOPICS


QUICK LINKS




CRM Solutions Must Adhere to CRM Security

TMCnews


TMCnews Featured Article


May 18, 2011

CRM Solutions Must Adhere to CRM Security

By Susan J. Campbell, TMCnet Contributing Editor


The area of customer relationship management (CRM) is often focused on capturing information on customers and using that information within the organization to drive value out of every interaction. That CRM system has valuable information – and sometimes sensitive information – that may need to be protected. 



This recent CIO article focused on the importance of CRM security and how CRM solutions should work within these security parameters to the benefit of all users and the organization. Identifying how CRM security should really be implemented within the organization is a bigger challenge, however, and one that can be difficult to overcome. 

For instance, the sales person may argue that they should be the only ones with access to information on their customers and their deals. Many feel that other reps should not be able to see this information. Others argue that reps should be able to see that another deal exists, but not the details surrounding the deal. Regardless of what the company decides is best for their environment, CRM solutions can certainly handle this type of exception with some simple programming. 

The bigger challenge emerges when there are territory overlays or named accounts in large, multi-channel organizations. It can be difficult for the CRM solutions to automatically determine what a sales rep should “own”. At the same time, territories can easily have holes or customers may be multi-national and therefore, they need multiple reps. To address such challenges, the CRM solutions that are delivering CRM security should allow for customization. 

Once the company has determined what information is allowed to the different players within the organization, IT must then determine how to prevent data leaks within CRM solutions. Leak prevention is a hot topic in nearly every other area of IT, and is an increasingly important focus within the CRM space as the value of that information for the company continues to build. At the same time, that information has to be protected for risk of fines or liability where the customer is concerned. 

Reports are also an important focus within CRM solutions. Many CRM systems offer an all or nothing type of reporting and when those reports leave the organization; this can cause problems of its own. It can be complicated to enforce a complex web of policies and therefore, companies need to implement CRM solutions that have specific controls and monitoring in place. If reps are doing their jobs, such monitoring and control won’t matter and the CRM solutions in place can deliver the value they were designed to provide.


Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Juliana Kenny







Technology Marketing Corporation

2 Trap Falls Road Suite 106, Shelton, CT 06484 USA
Ph: +1-203-852-6800, 800-243-6002

General comments: [email protected].
Comments about this site: [email protected].

STAY CURRENT YOUR WAY

© 2024 Technology Marketing Corporation. All rights reserved | Privacy Policy