Customer relationship management environment features against information security in a case organization
Lehikoinen, Pekka (2017)
2017
Tietojohtaminen
Talouden ja rakentamisen tiedekunta - Faculty of Business and Built Environment
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Hyväksymispäivämäärä
2017-12-07
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:tty-201711222223
https://urn.fi/URN:NBN:fi:tty-201711222223
Tiivistelmä
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.
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.