Risk management in CRM security management

In an increasing competitive world, marketing survival can be depended simply on timely new information on customers and market trend. One of the most important strategies in CRM (Customer Relationship Management) is to capture enough information from customers and using this information carefully [Ryals , Tinsley]. Of course security of this information is very important in CRM data management [Bryan]. Data management is a method for scheduling and controlling data saving, recovering and processing. This activity has been done continually or periodically[Bryan]. Security level of this information depends on the security policy of the organization. CRM security policy is the directives and practices for managing, protecting and distributing assets which are included sensitive information, within an organization and its CRM systems[ISO/IEC TR 13335, ISO/IEC 17799, and BS7799]. CRM security policy is a high level plan that focuses on the strategic security methodology and is not limited to the guideline, standard or control way and plays a critical role in the defense of CRM systems and network [Barman, M.Amanda]. CRM risk evaluation is a method for increasing the efficiency of CRM security policy. In the manner that security threats and vulnerabilities against CRM is identified by its priority [Greenstein, Bryan, and ISO/IEC TR 13335]. First of all in this article, the importance of risk management in CRM is found out and then the suggested method of security risk management is introduced

Three Studies on Cybersecurity Disclosure and Assurance

This dissertation comprises three experimental studies that explore how management\u27s financial disclosure behavior and security strategies influence the costs associated with cybersecurity breaches. The first study examines the cost of litigation in connection with cybersecurity incidents. The purpose of this study is to determine how the characteristics and content of cybersecurity incidents\u27 disclosure affects jurors\u27 liability assessments. Specifically, this study explores how jurors react to management timeliness in disclosing the incident and the plausibility of the explanations provided to justify the disclosure strategy. The second and third studies explore the value relevance of cybersecurity risk management (CRM) assurance. In particular, the second study examines whether engagement in voluntary assurance over CRM before the occurrence of an incident affects investors\u27 reactions after the incident, and whether these reactions differ based on whether assurance is expected or not expected based on industry norms. The third study scrutinizes how perceptions of disclosure timeliness affect investor decisions and explores the use of CRM assurance as a potential tool to mitigate the deleterious effects of delayed disclosures of cybersecurity incidents. Overall, the results reported in this dissertation suggest that timely disclosure of a cybersecurity breach reduces liability, improves management credibility assessments, and results in higher valuation judgments. Moreover, the findings reveal that CRM assurance further leads to enhanced management credibility assessments and valuation judgments and that the impact of CRM assurance is particularly beneficial when not necessarily expected for the industry. In combination, these three studies address calls for research exploring the costs of cybersecurity and inform regulators currently engaged in developing both cybersecurity disclosure requirements and voluntary assurance services designed to address stakeholders\u27 information needs regarding companies\u27 cybersecurity activities. These studies also add to the literature and theory documenting the link between disclosure timeliness and litigation risk, and the value of voluntary assurance services

Intention to use mobile customer relationship management systems

© Emerald Group Publishing Limited. Purpose - The purpose of this paper is to investigate the behavioral intentions of business-to-business (B2B) sales managers to use mobile customer relationship management (CRM) systems in the course of their day-to-day activities. Design/methodology/approach - An extended Technology Acceptance Model (TAM) of mobile CRM system adoption is developed and tested with data from 105 international sales managers representing five B2B companies. Findings - The study extends the TAM framework with three additional constructs derived from mobile technology and sales force automation literature, namely personal innovativeness in the domain of IT, perceived risk, and perceived reachability. The model demonstrates that personal innovativeness and perceived reachability have significant effects on the TAM framework. Research limitations/implications - The relatively small sample size limits the generalization of the results. Practical implications - Sales managers' intention to adopt mobile CRM can be explained by the extended TAM framework. Understanding the key factors that influence intention to adopt a mobile CRM system will aid companies in implementing it among their sales force. Companies willing to foster adoption of a mobile CRM system among the sales force could focus on communicating the usefulness of using the system and benefits gained from enhanced reachability. Recruiting sales people with strong personal innovativeness is beneficial. Originality/value - This study responds the calls for studies on mobile platforms and on the use of mobile B2B applications in sales force management. It is among the first attempts to incorporate variables derived from mobile technology acceptance literature among the sales force into the TAM framework, to better explain acceptance of mobile CRM systems

Tracking Adaptation and Measuring Development in Kenya

Tracking Adaptation and Measuring Development (TAMD) is a twin-track framework that evaluates adaptation success as a combination of how widely and how well countries or institutions manage climate risks (Track 1) and how successful adaptation interventions are in reducing climate vulnerability and in keeping development on course (Track 2). With this twin-track approach, TAMD can be used to assess whether climate change adaptation leads to effective development, and also how development interventions can boost communities' capacity to adapt to climate change. Importantly, TAMD offers a flexible framework that can be used to generate bespoke frameworks for individual countries that can be tailored to specific contexts and used at different scales. This report compiles the results of TAMD feasibility testing phase in Kenya

Asiakkuudenhallinnan tietoturvallisuuden piirteet esimerkkiorganisaatiossa

Customer Relationship Management (CRM) is in many organizations a developing process, which is usually also integrated to the related information systems. Effective CRM and utilization of related information and data offers various benefits but there are also several challenges and risks related to the CRM from information security point of view. This research studies CRM environment and it´s features in a case organization from information security point of view. Study was made in case organization with multiple interviews with the representative personnel. Material from the interviews was then analyzed and the discovered findings were evaluated with a risk analysis method described in the study. The results are being introduced and the most crucial findings are being highlighted and discussed more thoroughly. Study shows that there were 15 challenges or considerations identified in the case organization CRM environment from information security point of view. Five of them were estimated to be the most crucial ones with the used framework. There are some resemblances found from the literature in comparison to the study findings. However, the results reflects mainly the situation in the case organization that can be used as a reference point when assessing other similar kind of situations

Integrating customer relationship management strategies in (B2C) e-commerce environments

Creating value and generating a total customer experience(TCE ) is important for E -Commerce in order to attract customers. However, with increasing competition in the marketplace, it is becoming increasingly difficult to retain customers. E-Commerce, therefore, should focus on continuously providing value to the customers to build long-term relationships and reduce customer defections. We have evaluated five E -Banking sites from the UK finance industry and have shown that an organisation whose Web site is usable in HCI terms (that satisfies the Web Design heuristics / E -Commerce guidelines) might not always generate a TCE . It is important that along with usability heuristics, customer relationship management (CRM) strategies are integrated into the design of E-Commerce sites. In this paper, we have applied the service quality (SERVQUAL ) framework from the relationship marketing literature for deriving customer relationship enhancing heuristics which can be integrated into the design of E -Commerce environments