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Web-based CRM solutions and customer data security management
Security breaches are a growing problem for online
businesses and keeping out hackers and viruses is a priority
for companies using a web-based CRM solution. Web-based CRM
solutions must be made secure with at least basic
encryption, authentication, firewalls, and SSL certificates,
so that customer information will not be compromised. CRM
customers have to fully trust the places where they conduct
their online business. In addition, companies who have
contracts with online CRM software providers should require
the CRM provider to address incidents of unauthorized access
to the client company immediately so that the company can
implement the appropriate response program.
Steps to keep customers’ data secure
- Encryption scrambles data before it travels from the
customer's browser to the company’s site. Customer
should see a gold key or lock at the bottom of their
browsers letting them know SSL (secure sockets layer) or
another encryption method is active. Requiring the
customer to type a strong password with a combination of
letters and numbers is a good security management
method, as is logging a customer out from a secure
screen after a set period of inactivity.
- Firewalls, both in the hardware and software,
strengthen the security between the outside world and
the network. A good software firewall can prevent
software applications from sending information back to
their online source. However, even with a firewall in
place, employees may be the greatest enemy to customer
security. CRM operators have the ability to allow
malicious traffic into the network that will not raise
any alerts or violate security rules on the firewall.
Additional layers such as intrusion and attack detection
systems must be added to prevent online security
breaches.
- Certificates verify online legitimacy. Certificates
like those issued by a government-approved certificate
authority (CA), such as
VeriSign or
Thawte
tell customers which websites are the real deal. These
CAs do this by issuing digital certificates to third
parties once independent proof of their identity has
been obtained. Users can check for a server certificate
by looking for the browser tool in the Tools menu.
How an online CRM solution should respond to and
manage security issues
A response program is a vital part of the customer data
security management. Companies can perform background checks
on their employees, place access controls on customer
information and take all of the necessary steps as discussed
above, but sometimes customer data is compromised.
When an issue arises, a response plan must be put into
action:
- Assess scope of an incident, and identify what
customer information solutions and types of information
have been assessed or misused.
- Immediately notify law enforcement in situations
involving federal criminal violations
- Take appropriate steps to contain and control the
incident to prevent further unauthorized access to
customer information (such as by monitoring, freezing,
or closing affected accounts) while preserving online
records and other evidence.
- Notify customers quickly via their contact
information.
Conducting business online is fast and easy, but no
company wants to make it easy for hackers to access customer
data. Online CRM solutions that keep strong security
measures in place will succeed in the Internet marketplace
and will ensure their customers’ trust, loyalty and
long-term relationship.
Also See: [ Customer Relationship Management Articles & CRM Research ]
[ CRM Consulting Service & Firms for Effective Call Centers ]
[ Automotive CRM Software & Tools for this Vertical Market ]
Home Page:
[ CRM-Software-Guide.com ]
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