Appendix E. Addressing Social CRM Security Risks

As noted in chapter 20, the growth of Social CRM is exposing organizations to more risk than ever before. Social Media communities open the organization to all kinds of new exposure. There is additional risk coming from other components of Social CRM technology including hardware, software, operating systems, middleware, and networks. Minimizing security risk for Social CRM is similar to other applications that leverage the Internet: the organization needs to create a security culture and then provide the tools to reduce security risks. According to Robert Richardson, former Director of the Computer Security Institute,

“Information security is a complex undertaking, but it is also an essential ...

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