How do we prevent, detect, respond and recover from CRM failures?

Expo Theatre (Hall G) October 19, 2010 - Feedback     

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Kelly Walsh

In this session Kelly compares customer relations breaches with security breaches, specifically their impacts on organizations. Kelly will then compare Security incident response/handling phases to Customer Relations Breaches (detection, response and recovery), and using examples from personal experience discuss how each of these phases plays a role in effective and successful CRM. He concludes the session with a proposed answer to the original question – that by applying established security risk management methodologies we can reduce the risk of poor CRM and customer relations breaches.