Robin,
Perhaps the following documents may help regarding best practices in
CRM:
Flushing out the hidden cost of CRM http://www.crmbuyer.com/perl/story/17614.html
If you
are developing an audit program for CRM consider sharing it with AuditNet for
the benefit of the audit community.
Thanks,
Jim
-----Original Message-----
From: Robin Mathews [mailto:[EMAIL PROTECTED]]
Sent: Wednesday, February 05, 2003 7:55 AM
To: [EMAIL PROTECTED]; [EMAIL PROTECTED]
Subject: CRM Audit
From: Robin Mathews [mailto:[EMAIL PROTECTED]]
Sent: Wednesday, February 05, 2003 7:55 AM
To: [EMAIL PROTECTED]; [EMAIL PROTECTED]
Subject: CRM Audit
I am auditing the customer relationship management department of our hospitality group. The software being used by them has been designed in-house by our data warehouse manager who has integrated the property management system & the point of sales data into the CRM program.
Please advice from an:
� IS point of view, what would be the risks associated with running an in-house CRM program, requirements needed and main areas to audit in the program.
� Operation point of view, what risks would be involved in a CRM package and specific auditing checkpoints.
Kind regards,
Robin Mathews
