Integration of CRM and Human Involvement in Cyber Attacks

This document discusses the integration of CRM software in organizations and the role of humans in cyber attacks. It explores the advantages of CRM in enhancing customer service and building customer base. The document also provides recommendations to protect against cyber fraud.

PROJECT TASK
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Table of Contents
TASK 3...........................................................................................................................................3
Integration of CRM................................................................................................................3
How CRM work?...................................................................................................................4
Advantage of CRM.................................................................................................................4
TASK 4...........................................................................................................................................5
Human Involved.....................................................................................................................5
Recommendation....................................................................................................................6
View Point..............................................................................................................................7
REFERENCES................................................................................................................................8
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TASK 3
CRM software is the best way through which Bob can overcome the variety of the issue
which is faced by the mechanic in the organization. As customer relationship management
software as the name suggest will help the Bob in maintaining good sort of relationship with the
customer in the market. CRM software used to keep track of customer of the organization. CRM
is defined as a integrated data driven software which help company in interacting with different
customer of the business. It generally used to offer variety of the feature for the business that is
customer relationship, track sales leads, marketing and pipeline and actionable data (Santouridis
and Veraki, 2017).
Integration of CRM
There are many different way through which organization can integrate different CRM software
system in the organization. Some of the tip which Bob has to make sure at the time
implementation of CRM in the organization is as follows:
 Ensure top management Buy in: Bob in the organization has to make sure that not only
him but all employee in the organization should be allowed to use the Software in the
organization. As CRM project generally involves all parts of an organization.
 Appoint the user: After that Bob has to make sure that he used to select the best
employee out of all the four who can manage the software efficiently in the organization.
It will help the Bob in getting more efficient knowledge about the situation of different
customer in the organization.
 Setting up of Guidelines: After that individual has to make sure that they usage different
type of guidelines in the organization, which has to be followed by all the employee in
the organization so that they are able to carry out the different operation of CRM very
efficiently in the organization.
 Offer Sufficient training: Bob in the organization has to make sure that all the
employee in the organization are getting sufficient sort of the training in the organization
to carry out different operation of CRM in the organization. As there will be variety of
different task which will be demanded by the CRM software from different employee. So
it is better for them to have good idea about the software.
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 Define CRM objective and Strategy: Bob also has to make sure that they used to define
the different objective and strategy to implement CRM software in the organization. This
will help the different employee in being clearer about the different task which has to be
performed by them in the organization. This will help bob in getting more efficient result
out of CRM software.
How CRM work?
CRM software in the organization generally uses the integration approach in the
organization to store variety of customer information in an organization. CRM software
generally includes the automates interaction and business intelligence to make the sales process
more smother operation of an organization. As CRM software in the organization uses the sales
force to help different individual to deliver better customer services. (Soltani and Navimipour,
2016) Also, CRM generally includes automation interaction on the basis of different data which
is generally in front of the customer, on the basis of the same customer facing function of a
business used to take place in more efficient and simpler way. In simple word it can be said that
CRM in the organization used to unites all the function of the organization in an single platform
of an organization.
Advantage of CRM
Enhances Better Customer Service: CRM system in the organization will help the Bob
in improving the customer service in the organization. As in current scenario Bob find it difficult
to get aware of different customer service date and time with the help of CRM Bob will able to
maintain the information about the same very efficiently in the organization. CRM will help the
organization in getting ready with the different information about the customer at a go. This will
eventually help the individual the individual in enhancing the level of Customer service in the
organization. As Bob will able to inform the different customer on time when there vehicle are
due for the service. This will eventually help the company in maintaining the good sort of the
relationship with different customer in the market (Greve and Schlüschen, 2018).
Building and maintaining customer base: CRM system in the organization will help
Bob in maintaining and retaining the customer base of the company for longer period of time in
the organization. As CRM system generally helps the organization in finding out the potential
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customer which can be targeted by the company for offering variety of the services of the
company in the market. They generally used to keep the track on the different profile of the
existing customer base and on the basis of the same used to search the market to find out new
target base of the company which can be targeted by the company (Rahimi and Kozak, 2017).
Also, it will help the Bob in maintaining the existing customer base of the organization in the
market. As with the help of the CRM organization will able to fill up the different records of the
different customer in better way in the organization. This will eventually help the organization in
maintaining different customer base of the company in better way in the organization.
Enhance the effectiveness of cross and up selling product: It generally means that
Bob will effectively able to mould the different services of the company in a way that it will help
them in offering the different services which are familiar to the customer need in the market.
This can be done in the organization as bob will able to learnt the different thing which is
preferred by the company and on the basis of the same Bob can prepare the different activity in a
way in the organization that it will help the company in enhancing the effectiveness of cross up
and selling product in the market (Nyadzayo and Khajehzadeh, 2016).
TASK 4
Human Involved
In the report which has been generated by the Australian Cyber Security Centre report used to
explain that the Human used to play a very lethal role in conducting the variety of the cyber
attack in the nation as well as at the global level. It has been highlighted by the report that their
are many human factor which are involved in the Cyber attack. Some of the same are as follows:
Email Scam: Report highlights that the email scam which are generally used to take
place in the organization are strongly supported by the variety of the human factor into it. Some
of the examples are Payroll fraud in which individual used to sent the spoof email and generally
asked to provide bank detail which generally used to transfer the salary of the individual in
wrong hand. Fake Australian Taxation office themed email and different scam call which
demand different tax file (Badwan and et.al., 2017).
Wrong claim: It is another type of the scams in which there is good influence of Human
factor it is the type of the cyber attack in which scammer generally used to claim that they are
associated with some or the other financial institute and try to gather the variety of the different
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information from the customer in the market. Report also highlights one of the example of the
same in which one individual has just deposited thousand of the dollar in the bank accounts of a
cyber criminal by going through the direction of the scammer.
Report highlights that this are the cyber attack in which the individual generally used to impact
the reputation of own in the market. At the same time there are Human in the organization also
sometime used to involved themselves in the cyber attack which are targeted toward their
organization or institute. One of such type id employee providing there credential to any
scammer in the nation. Ebay is one of the companies who had suffered with the same type of the
issue in the past in the organization. As data of three employee were stolen from the scammer
and with the help of the same different customer were stolen by scammer (Buttle and Maklan,
2019).
Recommendation
Report has also made the variety of the recommendation to improve the different frauds which
are seen by the people. Some of the recommendation which is made is as follows:
Protecting key system: It is the first recommendation which is made in the organization,
in this it has been recommended to the people that they are using the different systems which are
generally authenticated on multifactor Authentication. Consumer has to make sure that the
different system which are used are monitor on the regular basis or frequent basis, this will
eventually help the company in detecting the different Unusual activity very easily in the
organization. Also individual has to make sure that all the system in the organization are
supported with the help of the operating system and patches, this can be dome in the
organization by installing different Anti virus software in the organization.
Checking: It is another recommendation which has been made to the individual that they
have to check on the regular basis in the organization and has to make sure that different internet
connection can not get into the connection, this will eventually help individual in saving them
from different scammer.
Restricting: It is another recommendation which has been made in the report, report
highlights that the access to RDP services to authorised the network only.
Not only that their are many different type of the recommendation which has been also made by
the report is that there are four different type of thing which has to be taken by the individual
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and business. Password used to provide the lock on the front door to online lives, pishing, need
to overlook at the different email asking for different personal detail. Individual has to make sure
that they used to update the different platform on regular basis. Also, different individual has to
make sure that they are aware about the public wifi. Sometime used to provide chance to the
hacker to hack different information.
View Point
After going through the recommendation and action which has been pass on by the report
it has been find out that this sort of the action are very common for all the individual in the
market, as many individual used to get this type of the fraud mail from the different scammer in
the market and this used to impact the economy of the nation. Cyber attack in the nation not only
used to create the impact on the individual who has suffered the cyber attack, not only that
different interested parties like financial institute and government also has to suffered good
amount of loss in the nation. Different actions which are given by the Australian Cyber security
centre used to highlights that government of the nation is having good control over the different
action of the cyber attack and on the basis of the same they used to make the different decision
in a nation to reduce the same.
At the same time looking at the different recommendation which are made in the nation
it has been identified that these sort of the recommendation will be good for the individual to
safeguard themselves in front of different attack which generally used to take place in the nation.
At the same time it can also said these recommendation can just help the individual in restricting
the cyber attack in the nation. So individual has to make sure that they generally used to follow
all the instruction very seriously in the market, this will help them in safeguarding them. As
removing overall threat of the cyber attack is really a tough task for the Australian government
as a whole.
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REFERENCES
Books and Journals
Buttle, F. and Maklan, S., 2019. Customer relationship management: concepts and technologies.
Routledge.
Badwan, J. J and et.al., 2017. Adopting technology for customer relationship management in
higher educational institutions.
Nyadzayo, M. W. and Khajehzadeh, S., 2016. The antecedents of customer loyalty: A moderated
mediation model of customer relationship management quality and brand
image. Journal of Retailing and Consumer Services. 30. pp.262-270.
Rahimi, R. and Kozak, M., 2017. Impact of customer relationship management on customer
satisfaction: The case of a budget hotel chain. Journal of Travel & Tourism
Marketing. 34(1). pp.40-51.
Soltani, Z. and Navimipour, N. J., 2016. Customer relationship management mechanisms: A
systematic review of the state of the art literature and recommendations for future
research.Computers in Human Behavior. 61. pp.667-688.
Santouridis, I. and Veraki, A., 2017. Customer relationship management and customer
satisfaction: the mediating role of relationship quality. Total Quality Management &
Business Excellence, 28(9-10), pp.1122-1133.
Greve, G. and Schlüschen, A., 2018. From Customer Relationship Management to Influencer
Relationship Management. In Diverse Methods in Customer Relationship Marketing
and Management (pp. 80-91). IGI Global.
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