Knowledge Management Systems



Customer Relationship Management systems is an important part of business and determines its success in dealing with customers. In actual sense, CRMs manage the relationships a business has with its clients (Foss, Stone & Ekinci, 2008). In an increasingly competitive business environment, better management of customer relationships determines whether a business has an edge over its competition. However, the business must understand the implication of business requirements on the system. 

Business requirements affecting how CRM system will be used

CRM helps the organization gain a better understanding into the purchasing habits of the customers. The importance of this insight cannot be overemphasized. CRMs help the business determine ways in which they can modify the business to incorporate customer’s preferences, habits, and opinions for purposes of retention and engagement. A business requirements document will define the role of CRM and how the IT solution will be utilized to fulfill the set objectives. CRM is expected to fulfill the high-level needs of the business. For example, if the main objective is to increase the number of customers in a particular store, then CRM will be used to that effect. Information collected can include the specific products they usually purchase, the number of times and the price range they often go for. 

Business Requirements Affecting the use of CRM

As mentioned, business requirements are a document that will collect the necessary information regarding the problems and the possible solutions that the new system will address. Among the requirements that will impact on the use of the system include management buy in. The upper management must demonstrate their commitment to supporting the system and the solutions extracted (Wu & Hung, 2009). In actual sense, the staffs and other stakeholders will determine if the system becomes successful in its objectives. 

The goals that the business seeks to fulfill is another set if requirements affecting the use of CRM. Clearly defined goals guides the process involved in customer relationship management. In other words, goals determine the scope of the new system. 

Plans for interruption is another business requirement. Implementation of a new system brings about a series of changes. In that context, the wiliness of the business to go along with these disruptions is an important factor. 


Customer relationship managements system like all computer information system is prone to a system and data security threats. Since the Customer Relationship Management system is customer-oriented, key Customer Relation Management software employs a multi-channel technique, and therefore access to the system can be done with smart phones, handheld computers among other. For most Customer Relationship Management systems, internet access is a prerequisite. Customer relationship management system brings a lot of convenience to a business and with it many security threats. The threat can range from malware attacks, identity theft, and denial of service, Intrusion of sales automation systems and customer database and sabotage.

Internal and External Threats

Internet use increases the information system and networks susceptibility to attacks by crackers and criminals. Denial of service makes the affected system unavailable to clients. A denial of service attack causes the network to flood with traffic, making it useless to targeted users. Probable attackers could be competitors, hackers, formal employees, and angry customers. Therefore, a denial of services can be either an internal or an external threat. Although there is no theft of confidential data, the occurrences still pose a threat to security and inconvenience for the organization and customers. Sabotage or data tampering consists of entering fraudulent, false, or fabricated data in the information system. Sabotage could also be affected by deleting or altering existing data. 

Sabotage is normally an internal threat and can be very expensive to the company. Identity theft takes place when someone gains access to customer personal information, with the intention to commit fraud and other crimes. Identity left can be affected by a formal employee of the firm or an intruder, and can be either an internal or an external threat. An attacker can intrude on a customer’s confidential data for malicious intentions. Malware attacks consist of worms and viruses that can cause damage to the operating system, and the system hardware, leading to loss of data. Sales Automation systems typically have a lot of data to the customer. Internal or external attackers target this system to steal confidential customer information with malicious intentions.


Computer Relationship Management system security threats can be minimized by the use of secure passwords, utilizing a virtual private network and firewall and anti-virus installation. Sensitizing the customers on the danger of social engineering attack can also prevent these attacks.

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  1. Foss, B., Stone, M., & Ekinci, Y. (2008). What makes for CRM system success—Or failure?. Journal of Database Marketing & Customer Strategy Management15(2), 68-78.
  2. Wu, L., & Hung, C. Y. (2009). A strategy-based process for effectively determining system requirements in eCRM development. Information and software technology51(9), 1308-1318.
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