Executive Briefings

Unh-uh, Take Your Hands Off that CRM System!

CRM systems have varying degrees of security and privilege management, but all the serious CRM options, whether on premises or in the cloud, have fine-grained security because the data is meaningful and must be carefully controlled. CRM users, particularly in sales, will quickly discover that they can't change things to make them look the way they want to (read: game the system) with their normal user level of data access. So they will invest a plausible reason why they need system admin privileges, and all too often they'll be granted full superuser status in the CRM system.

What trouble lies ahead? Let's start with the fact that users haven't been trained in the intricacies of the CRM system. They have no idea what kind of damage they can do with seemingly insignificant changes. They don't understand the security model, or the object model, or the external integrations, or the workflows. Even if all they're trying to do is move a field around on the screen, doing it wrong can wreck havoc on users and business processes they didn't even know existed.

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CRM systems have varying degrees of security and privilege management, but all the serious CRM options, whether on premises or in the cloud, have fine-grained security because the data is meaningful and must be carefully controlled. CRM users, particularly in sales, will quickly discover that they can't change things to make them look the way they want to (read: game the system) with their normal user level of data access. So they will invest a plausible reason why they need system admin privileges, and all too often they'll be granted full superuser status in the CRM system.

What trouble lies ahead? Let's start with the fact that users haven't been trained in the intricacies of the CRM system. They have no idea what kind of damage they can do with seemingly insignificant changes. They don't understand the security model, or the object model, or the external integrations, or the workflows. Even if all they're trying to do is move a field around on the screen, doing it wrong can wreck havoc on users and business processes they didn't even know existed.

Read Full Article