Risks of Customer Relationship Management—A Security, Control and Audit Approach - Table of Contents 

 

Risks of Customer Relationship Management—A Security, Control and Audit Approach

Table of Contents

ACKNOWLEDGEMENTS
FOREWORD
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) OVERVIEW
iii
ix
 
1. CRM Introduction
CRM Defined
Case for CRM
CRM Market
1
1
7
12
2. The Case for Risk Management
CRM Risks
Role of CRM Risk Management
Minimizing the Downside
Maximizing the Upside
Managing CRM Risks
Conclusion
15
15
18
23
27
28
34
3. CRM Vendors and Products
Evaluating Vendors
Vendor Comparison
Implications of Rapidly Changing CRM Products
Conclusion
35
35
35
46
47
CRM BUSINESS PROCESSES
4. Sales

Sales Process
Sales Risks
Sales Controls
Work Program
Conclusion
 
49
49
60
70
81
121
5. Marketing
Marketing Overview
Marketing Organizations
Marketing Process Overview
Marketing Risks
Marketing Controls
Work Program
Conclusion
123
123
124
127
140
148
154
169
6. Customer Interaction Center and Field Service
Customer Interaction Center Overview
Customer Interaction Center and Field Service Risks
Customer Interaction Center and Field Service Business Process Controls       
Work Program
Conclusion
171
171
191
197
201
230
CRM TECHNOLOGY
7. Data Management

Data Management Overview
Data Management Risks
Data Management Controls
Work Program
Conclusion
 
231
232
237
241
248
262
8. Integration and EAI
Integration and EAI Overview
Integration and EAI Risks
Integration and EAI Controls
Work Program
Conclusion
263
263
270
276
281
289
9. Channel Management and Multichannel Integration
Channel Overview
Channel Management Risks
Channel Management Controls
Work Program
Conclusion
291
291
294
296
298
302
10. Telecommunications Infrastructure
Overview of Telecommunications Technology Fundamentals
Telecommunications Risks
Telecommunications Controls
Work Program
Conclusion
303
304
306
313
318
330
11. Security
Security Overview
Security Risks
Security Controls
Input Validation Attacks
Work Program
Conclusion
331
331
333
339
358
359
375
CRM PROJECT MANAGEMENT
12. Project Management

Project Management Overview
Project Management-Risks
Project Management-Controls
Work Program
Conclusion
 
377
377
380
386
392
407
13. Benefits Realization
Benefits Realization Overview
Benefits Realization Risks
Benefits Realization Control
Work Program
Conclusion
409
409
411
416
421
423
14. Organizational Change Management
Organizational Change Management Overview
Organizational Change Management Risks
Organizational Change Management Control
Work Program
Conclusion
425
425
428
432
437
448
15. Privacy
Privacy Overview
Privacy Risks
Privacy Controls
Work Program
Conclusion
449
449
455
457
459
466
APPENDICES
Appendix A: CRM Risk Management Data Collection Methods
Appendix B: CRM Survey and Interview Analysis
Appendix C: Organization Interviews Questionnaire
Appendix D: Acronyms
Appendix E: Glossary
ENDNOTES
INDEX
 
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