ISACA Puget Sound November 2002 - CRM Security & Controls

This document discusses customer relationship management (CRM) security and controls. It provides an overview of CRM strategies and implementations, highlighting common failure points such as lack of data quality, key stakeholder involvement, and flawed business processes. The document outlines frameworks for securing CRM systems, including ensuring business process integrity and application integrity. It examines security and controls for key CRM processes such as sales, customer service, and marketing. The document also covers privacy standards and proliferation of privacy laws. Case studies are presented to illustrate the need for end-to-end protection of CRM solutions.