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

摘要

Customer relationship management (CRM) has often been described as a vaguely defined concept or, worse yet, as a constantly moving target. This book offers an honest and objective set of rules for what every CRM project should be, and suggests how to evaluate and quantify results. Risks of CRM have synthesized a clear set of definitions and expectations for what an assurance professional, as well as a business process owner or senior executive, should be aware of and evaluate when contemplating or reviewing CRM programs. Using a structured and well-defined explanation of concepts, processes and outcomes, this book establishes a baseline of understanding for the experienced user and is an excellent guide for the newcomer.