{"id":30464,"date":"2019-10-31T21:35:40","date_gmt":"2019-10-31T18:35:40","guid":{"rendered":"https:\/\/prohoster.info\/blog\/crm-sistemy-s-tochki-zreniya-kiberbezopasnosti-zashhita-ili-ugroza\/"},"modified":"2019-10-31T21:35:40","modified_gmt":"2019-10-31T18:35:40","slug":"crm-sistemy-s-tochki-zreniya-kiberbezopasnosti-zashhita-ili-ugroza","status":"publish","type":"post","link":"https:\/\/prohoster.info\/en\/blog\/administrirovanie\/crm-sistemy-s-tochki-zreniya-kiberbezopasnosti-zashhita-ili-ugroza","title":{"rendered":"CRM Systems from the Perspective of Cybersecurity: Protection or Threat?","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>March 31 is International Backup Day, and the week leading up to it is always filled with security-related stories. On Monday, we learned about the compromised Asus and 'three unnamed manufacturers.' Superstitious companies spend the entire week on edge, making backups. This is all because we are all a bit careless about security: some forget to buckle in on the back seat, others ignore food expiration dates, and some store their login and password under the keyboard, or even better, write all their passwords in a notebook. Some individuals manage to disable antivirus software 'so it doesn\u2019t slow down the computer' and avoid using access rights management in corporate systems (what secrets can there be in a company of 50 people!). Perhaps humanity simply hasn\u2019t yet developed an instinct for cyber self-preservation, which could very well become the new primary instinct. <\/p>\n<p>Businesses haven't developed such instincts either. A simple question: is a CRM system a threat to information security or a tool for ensuring security? Hardly anyone could answer that right off the bat. We need to start, as we were taught in English lessons: it depends\u2026 It depends on the settings, the delivery form of the CRM, the habits and beliefs of the vendor, the level of negligence among employees, and the sophistication of the attackers. In the end, everything can be hacked. So how do we live? <\/p>\n<p><noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/445582\/\"><img decoding=\"async\" alt=\"CRM Systems from the Perspective of Cybersecurity: Protection or Threat?\" src=\"\/wp-content\/uploads\/2019\/03\/a8f5a722224874380fd4ada7c105f45a.jpg\" style=\"display:block;margin: 0 auto;\" \/><\/a><\/noindex><br \/>\n<i>Information Security in Small and Medium-Sized Businesses<\/i> <noindex><a rel=\"nofollow\" href=\"https:\/\/relaxstory.livejournal.com\/33712.html\"><i>From LiveJournal<\/i><\/a><\/noindex><br \/>\n<noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><\/p>\n<h2>CRM System as a Defense<\/h2>\n<p>\nProtecting data about commercial and operational activities and reliably storing the client database is one of the main tasks of a CRM system, making it vastly more important than all other application software in the company.<\/p>\n<p>Surely you started reading this article and smirked inwardly, thinking, who needs your information? If that's the case, you probably haven\u2019t dealt with sales and don\u2019t know how sought-after \u2018live\u2019 and high-quality customer databases and information on methods of working with that database are. The contents of CRM systems are of interest not only to company management but also to: \u00a0<\/p>\n<ul>\n<li>Attackers (rarely) \u2014 they have a specific objective related to your company and will use all resources to obtain data: bribing employees, hacking, purchasing your data from managers, interviewing managers, and more.\n<\/li>\n<li>Employees (more often), who can act as insiders for your competitors. They are simply ready to take or sell the client database for their own gain. \n<\/li>\n<li>Amateur hackers (very rarely) \u2014 you may fall victim to a cloud breach where your data is stored, or a network hack, or perhaps someone might just want to 'extract' your data out of curiosity (for example, data on pharmaceutical or alcohol wholesalers \u2014 just to take a look). \n<\/li>\n<\/ul>\n<p>\nIf someone breaks into your CRM, they will gain access to your operational activities, that is, to the array of data with which you make most of your profits. And from the moment malicious access to the CRM system is obtained, the profit starts to smile at whoever holds the client base. Well, or to their partners and clients (read \u2014 new employers). <\/p>\n<p>A good, reliable <noindex><a rel=\"nofollow\" href=\"http:\/\/www.regionsoft.ru\/\">CRM system<\/a><\/noindex> can mitigate these risks and provide many additional bonuses in terms of security.<\/p>\n<h4>So, what can a CRM system do in terms of security?<\/h4>\n<p>\n<i>(we are explaining using the example<noindex><a rel=\"nofollow\" href=\"http:\/\/www.regionsoft.ru\/\"> RegionSoft CRM<\/a><\/noindex>, as we cannot answer for others)<\/i><\/p>\n<ul>\n<li><b>Two-factor authentication using a USB key and password. <\/b><noindex><a rel=\"nofollow\" href=\"http:\/\/www.regionsoft.ru\/\">RegionSoft CRM<\/a><\/noindex> supports two-factor authentication mode for users when logging into the system. In this case, in addition to entering a password, it is necessary to insert a USB key, which was initialized beforehand, into the computer's USB port. Two-factor authentication helps protect against password theft or disclosure.\n<\/li>\n<\/ul>\n<p>\n<noindex><a rel=\"nofollow\" href=\"https:\/\/lh5.googleusercontent.com\/ESi7tYvSQdh0Y_8TVwA8j_76dh3cgPl2ocU1-OsrNc34UQxhU6XxRqfIYvE3yiJbZl6A8pB1dXoqrKA7bxaFpmLbj-bBdyuBlTK4JRwWZMWmlbwBIsirJ-Afw6fIYqKKvR0dmzbR\"><img decoding=\"async\" alt=\"CRM Systems from the Perspective of Cybersecurity: Protection or Threat?\" src=\"\/wp-content\/uploads\/2019\/03\/2bb90ff84172089bd88513f2a2fd6e99.jpg\" style=\"display:block;margin: 0 auto;\" \/><\/a><\/noindex> <i>Clickable<\/i><\/p>\n<ul>\n<li><b>Login from trusted IP addresses and MAC addresses.<\/b> To ensure increased security, user access can be limited strictly to registered IP and MAC addresses. Both internal IP addresses in the local network and external addresses can be used if the user connects remotely (via the internet).\n<\/li>\n<li><b>Domain authorization (Windows authentication). <\/b>The system startup can be configured so that entering the user's password is not required upon login. In this case, Windows authentication occurs, which identifies the user through WinAPI. The system will be launched under the user profile that was active at the time of the system startup.\n<\/li>\n<li>Another mechanism is <b>private clients<\/b>. Private clients are those that can only be seen by their curator. These clients will not appear in the lists of other users, even if other users have full permissions, including administrative rights. This allows for the protection of, for example, a pool of especially important clients or a group based on another criterion that will be entrusted to a reliable manager.\n<\/li>\n<li><b>The access rights segregation mechanism<\/b> is a standard and primary measure of protection in CRM. To simplify the administration of user rights, in <noindex><a rel=\"nofollow\" href=\"http:\/\/www.regionsoft.ru\/\">RegionSoft CRM<\/a><\/noindex> rights are assigned not to specific users but to templates. And the user is assigned a particular template that possesses a specific set of rights. This allows every employee \u2014 from a novice and intern to a director \u2014 to be granted permissions and access rights that will allow\/not allow them to access confidential data and important commercial information.\n<\/li>\n<li><b>The system of automatic data backup (backups)<\/b>, configured through the script server <noindex><a rel=\"nofollow\" href=\"http:\/\/regionsoft.ru\/loader.php?src=appsrv\">RegionSoft Application Server<\/a><\/noindex>.\n<\/li>\n<\/ul>\n<p>\nThis is an implementation of security, exemplified by a single system, with each vendor having its own policies. However, the CRM system genuinely protects your information: you can see who and when accessed a particular report, who viewed what data, who performed exports, and much more. Even if you discover a vulnerability post-factum, you will not let the act go unpunished and can easily identify the employee who abused the trust and loyalty of the company. <\/p>\n<p>Relaxed? Too soon! This very protection, if neglected and data protection issues are ignored, could work against you. <\/p>\n<h2>CRM system as a threat<\/h2>\n<p>\nIf your company has at least one PC, it is already a source of cyber threats. Accordingly, the degree of risk multiplies with the increase in the number of workstations (and employees) and the variety of software installed and used. CRM systems are no exception\u2014after all, they are designed to store and process one of the most important and valuable assets: the customer database and commercial information. However, we are discussing their security risks. In reality, it is not as gloomy as it seems, and with proper management, you will not encounter anything but benefits and security from your CRM systems.<\/p>\n<h3>What are the signs of a dangerous CRM system?<\/h3>\n<p>\nLet's start with a brief overview of the basics. There are cloud-based and desktop CRM systems. Cloud-based systems have their databases hosted not at your company but in a private or public cloud in some data center (for example, you might be sitting in Chelyabinsk, while your database is running in a super cool data center in Moscow, all due to decisions made by the CRM vendor who has a contract with that specific provider). Desktop systems (also known as on-premise, server-based\u2014which is already less accurate) host their databases on your own servers (don\u2019t picture a huge server room with expensive racks; in most small and medium businesses, it's often just a single server or even a modern configuration PC), so physically, they are located in your office. <\/p>\n<p>Unauthorized access can be gained to both types of CRM systems, but the speed and ease of access vary, especially when we talk about SMBs that don't pay much attention to information security. <\/p>\n<p><i><\/p>\n<h4>Sign of Danger #1<\/h4>\n<p><\/i><br \/>\nThe reason for a higher likelihood of issues with data in a cloud system is related to the multi-layered relationships involved: you (the CRM tenant) \u2014 the vendor \u2014 the provider (sometimes in a longer chain: you \u2014 vendor \u2014 vendor's IT outsourcer \u2014 provider). 3-4 layers of relationships carry more risks than 1-2: problems can arise on the vendor\u2019s side (contract changes, unpaid services from the provider), on the provider\u2019s side (force majeure, hacking, technical issues), or on the outsourcer's side (change of manager or engineer), and so on. Of course, large vendors try to have backup data centers, manage risks, and maintain their own DevOps department, but this doesn't eliminate problems.<\/p>\n<p>Desktop CRM is usually purchased by companies rather than rented, leading to simpler and more transparent relationships: the vendor sets the necessary security levels during CRM implementation (from access rights restrictions and physical USB keys to housing the server within a concrete wall, etc.) and hands management over to the company that owns the CRM. This company can enhance security, hire a system administrator, or contact its software provider as needed. Issues generally revolve around employee management, network security, and the physical protection of information. With a desktop CRM, even a complete internet outage won\u2019t halt operations since the database is located in the 'home' office. <\/p>\n<p><i><b>One of our staff members, who has worked at a company that develops cloud-based comprehensive office systems, including CRM, discusses cloud technologies.<\/b> \u2018At one of my previous jobs, the company was creating something very similar to a basic CRM, which was linked to online documents, etc. One day in GA, we noticed unusual activity from one of our subscribed clients. We, as analysts without development experience but with high-level access, were surprised to find that we could simply click a link and access the interface that the client was using to see what this popular table was about. Interestingly, it seemed that the client would not want anyone to see this commercial data. Yes, it was a bug that went unfixed for several years \u2014 as far as I know, the situation remains the same. Since then, I've been a desktop advocate and don't really trust clouds, although, of course, we also use them in professional and personal settings, where amusing mishaps have occurred too.\u2019 <\/i><\/p>\n<p><img decoding=\"async\" alt=\"CRM Systems from the Perspective of Cybersecurity: Protection or Threat?\" src=\"\/wp-content\/uploads\/2019\/03\/0517f9dfe550f84dfd9ca66a7aa03f1c.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>According to our survey on Habr, and these are employees of advanced companies.<\/i><\/p>\n<p>Data loss from a cloud CRM system can result from server failures, server inaccessibility, force majeure events, cessation of vendor operations, and more. The cloud means constant, uninterrupted internet access, and protection must be unprecedented: at the code level, access rights, and additional cybersecurity measures (such as two-factor authentication). <\/p>\n<p><i><\/p>\n<h4>Sign of Danger #2 <\/h4>\n<p><\/i><br \/>\nIt's not just about one sign, but a group of signs related to the vendor and its policies. Let's list some important examples that we and our employees have encountered.<\/p>\n<ul>\n<li>The vendor may choose a data center that is not reliable enough, where customer databases will be \u2018housed\u2019. They will save costs, overlook SLA, not calculate load properly, and the outcome will be fatal for you.\n<\/li>\n<li>The vendor may refuse to allow the service to be transferred to the data center of your choice. This is a fairly common restriction for SaaS.\n<\/li>\n<li>The vendor may have a legal or financial conflict with the cloud provider, and then during the 'disputes,' actions related to backup or, for example, speed may be restricted.\n<\/li>\n<li>The backup creation service may be offered for an additional price. This is a common practice that a client of a CRM system may learn about only when a backup is needed, which is in the most critical and vulnerable moment.\n<\/li>\n<li>Vendor employees may have unrestricted access to client data. \n<\/li>\n<li>Data leaks of any kind can occur (human factor, fraud, hackers, etc.).\n<\/li>\n<\/ul>\n<p>\nThese problems are usually associated with small or young vendors, but large ones have also repeatedly run into unpleasant stories (google it). Therefore, you should always have measures to protect information on your side and discuss security issues with your chosen CRM provider in advance. Just the fact that you show interest in the problem will make the provider treat the implementation as seriously as possible (especially important if you're dealing not with the vendor's office, but with a partner who is keen to close the deal and receive a commission, rather than your two-factor\u2026 well, you get it). <\/p>\n<p><i><\/p>\n<h4>Sign of danger #3 <\/h4>\n<p><\/i><br \/>\nOrganizing security operations in your company. A year ago, we traditionally wrote about security on Habr and conducted a survey. The sample was not particularly large, but the responses were revealing: <\/p>\n<p><img decoding=\"async\" alt=\"CRM Systems from the Perspective of Cybersecurity: Protection or Threat?\" src=\"\/wp-content\/uploads\/2019\/03\/a0bae20957271ad6e6ab622a0d7684d8.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nAt the end of the article, we will provide links to our publications where we detailed the relationships in the 'company \u2014 employee \u2014 security' system, and here we will present a list of questions whose answers you should find within your company (even if you don\u2019t need a CRM).<\/p>\n<ul>\n<li>Where do employees store passwords?\n<\/li>\n<li>How is access to storage organized on the company's servers?\n<\/li>\n<li>How is the software that contains commercial and operational information secured? \n<\/li>\n<li>Do all employees have active antivirus software?\n<\/li>\n<li>How many employees have access to client data, and what level is that access?\n<\/li>\n<li>How many newcomers do you have, and how many employees are in the process of leaving?\n<\/li>\n<li>When was the last time you communicated with key employees and listened to their requests and complaints?\n<\/li>\n<li>Are printers monitored?\n<\/li>\n<li>What is the policy for connecting personal devices to PCs and using workplace Wi-Fi?\n<\/li>\n<\/ul>\n<p>\nIn fact, these are basic questions\u2014there will surely be hardcore added in the comments, but this is the foundation that even a sole proprietor with two employees should know. <\/p>\n<h3>So how to protect yourself? <\/h3>\n<p><\/p>\n<ul>\n<li>Backups are an essential aspect that is often forgotten or neglected. If you have a desktop system, set up a data backup system at a specified frequency (for example, this can be implemented for RegionSoft CRM with <noindex><a rel=\"nofollow\" href=\"http:\/\/regionsoft.ru\/loader.php?src=appsrv\">RegionSoft Application Server<\/a><\/noindex>) and organize proper storage of copies. If you have a cloud CRM, make sure to find out how backups are handled before signing the contract: you need information about the depth and frequency, storage location, and backup costs (often, only backups of 'recent data for the period' are free, while complete, secure backup is provided as a paid service). In general, this is definitely not the place to save costs or be negligent. And yes, remember to check the restoration from backups.\n<\/li>\n<li>Separation of access rights at the functional and data levels.\n<\/li>\n<li>Network-level security\u2014CRM use should only be allowed within the office subnet, restrict access for mobile devices, and prohibit the use of the CRM system from home or, even worse, from public networks (coworking spaces, cafes, client offices, etc.). Be especially cautious with the mobile version\u2014it should only be a significantly reduced version for work.\n<\/li>\n<li>Antivirus with real-time scanning is necessary in any case, but especially for corporate data security. Politically prohibit turning it off independently. \n<\/li>\n<li>Training employees on cybersecurity hygiene is not a waste of time, but an urgent necessity. It is essential to convey to all colleagues that it is important not only to anticipate threats but also to respond correctly to them. Banning internet or personal email use in the office is outdated and causes significant negativity, so we need to focus on preventive measures. \n<\/li>\n<\/ul>\n<p>\nOf course, by using a cloud system, you can achieve a sufficient level of security: employing dedicated servers, configuring routers, and segmenting traffic at the application and database levels, using private subnets, implementing strict security rules for administrators, ensuring continuity through backups at the necessary frequency and completeness, and conducting round-the-clock network monitoring... When you think about it, it's not that difficult \u2014 rather, it's expensive. However, as practice shows, such measures are taken only by some companies, mainly large ones. Therefore, let\u2019s reiterate: both cloud and desktop must not operate in isolation; protect your data. <\/p>\n<h4>A few small yet important tips for any CRM system implementation<\/h4>\n<p><\/p>\n<ul>\n<li>Check the vendor for vulnerabilities \u2014 search for phrases like \"Vulnerability Vendor Name,\" \"Hacked Vendor Name,\" \"Data breach Vendor Name.\" This should not be the sole criterion in your search for a new CRM system, but it's essential to take note of it and especially to understand the causes of past incidents.\n<\/li>\n<li>Inquire with the vendor about the data center: availability, how many there are, and how failover is organized.\n<\/li>\n<li>Configure security markers in the CRM, monitor activity within the system, and unusual spikes.\n<\/li>\n<li>Disable report export and API access for non-core employees \u2014 meaning those who do not need these functions for their regular activities.\n<\/li>\n<li>Ensure that process logging and user action logging are set up in your CRM system. \n<\/li>\n<\/ul>\n<p>\nThese are small details, but they beautifully complement the overall picture. In fact, there are no trivial matters when it comes to security. <\/p>\n<p>By implementing a CRM system, you ensure the security of your data\u2014provided that the implementation is done correctly and information security issues are not pushed aside. Agree, it's foolish to buy a car and not check the brakes, ABS, airbags, and seat belts. After all, the main thing is not just to drive, but to drive safely and arrive intact. The same goes for business.<\/p>\n<p>And remember: if the rules of workplace safety are written in blood, the rules of cybersecurity for businesses are written in money. <\/p>\n<p><i>You can read our detailed articles on cybersecurity and the role of CRM systems within it:<\/p>\n<ul>\n<li><noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/352708\/\">The primary instinct of business: the boundaries of corporate security<\/a><\/noindex> \u2014 an overview of potential security threats in the corporate sector and a general detection scheme. \n<\/li>\n<li><noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/351196\/\">Should data be protected from employees?<\/a><\/noindex> \u2014 a detailed examination of how employees can harm your business and how they do so in the commercial sphere.\n<\/li>\n<\/ul>\n<p><\/i><\/p>\n<blockquote><p>If you're looking for a CRM system, then at <noindex><a rel=\"nofollow\" href=\"http:\/\/www.regionsoft.ru\/loader.php?src=discount\/discount_2019_03\"><b>RegionSoft CRM until March 31, there is a 15% discount<\/b><\/a><\/noindex>. If you need a CRM or ERP\u2014carefully study our products and compare their capabilities with your goals and objectives. If you have questions or difficulties\u2014write or call us, and we'll organize an individual online presentation for you\u2014without ratings or comparisons.<\/p><\/blockquote>\n<p> <img decoding=\"async\" alt=\"CRM Systems from the Perspective of Cybersecurity: Protection or Threat?\" src=\"\/wp-content\/uploads\/2019\/03\/e86c08fcb2a9eb6cd0185ac3ce92792f.jpg\" style=\"display:block;margin: 0 auto;\" \/><i><noindex><a rel=\"nofollow\" href=\"https:\/\/t.me\/bizbreeze\"> Our Telegram channel<\/a><\/noindex>, where we share informal insights about CRM and business without advertisements. <\/i><br \/>\n<br \/>Source: <a content=\"nofollow\" rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/445582\/\">habr.com<\/a><\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"<p>31 \u043c\u0430\u0440\u0442\u0430 \u2014 \u043c\u0435\u0436\u0434\u0443\u043d\u0430\u0440\u043e\u0434\u043d\u044b\u0439 \u0434\u0435\u043d\u044c \u0431\u044d\u043a\u0430\u043f\u0430, \u0438 \u043d\u0435\u0434\u0435\u043b\u044f \u043d\u0430\u043a\u0430\u043d\u0443\u043d\u0435 \u0432\u0441\u0435\u0433\u0434\u0430 \u043f\u043e\u043b\u043d\u0430 \u0438\u0441\u0442\u043e\u0440\u0438\u0439, \u0441\u0432\u044f\u0437\u0430\u043d\u043d\u044b\u0445 \u0441 \u0431\u0435\u0437\u043e\u043f\u0430\u0441\u043d\u043e\u0441\u0442\u044c\u044e. \u0412 \u043f\u043e\u043d\u0435\u0434\u0435\u043b\u044c\u043d\u0438\u043a \u043c\u044b \u0443\u0436\u0435 \u0443\u0437\u043d\u0430\u043b\u0438 \u043f\u0440\u043e \u0441\u043a\u043e\u043c\u043f\u0440\u043e\u043c\u0435\u0442\u0438\u0440\u043e\u0432\u0430\u043d\u043d\u044b\u0439 Asus \u0438 \u00ab\u0442\u0440\u0451\u0445 \u043d\u0435\u043d\u0430\u0437\u0432\u0430\u043d\u043d\u044b\u0445 \u043f\u0440\u043e\u0438\u0437\u0432\u043e\u0434\u0438\u0442\u0435\u043b\u0435\u0439\u00bb. \u041e\u0441\u043e\u0431\u043e \u0441\u0443\u0435\u0432\u0435\u0440\u043d\u044b\u0435 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0438 \u0432\u0441\u044e \u043d\u0435\u0434\u0435\u043b\u044e \u0441\u0438\u0434\u044f\u0442 \u043d\u0430 \u0438\u0433\u043e\u043b\u043a\u0430\u0445, \u0434\u0435\u043b\u0430\u044e\u0442 \u0431\u044d\u043a\u0430\u043f\u044b. \u0410 \u0432\u0441\u0451 \u043e\u0442 \u0442\u043e\u0433\u043e \u0447\u0442\u043e \u0432\u0441\u0435 \u043c\u044b \u043d\u0435\u043c\u043d\u043e\u0436\u043a\u043e \u0431\u0435\u0437\u0430\u043b\u0430\u0431\u0435\u0440\u043d\u044b \u0432 \u043f\u043b\u0430\u043d\u0435 \u0431\u0435\u0437\u043e\u043f\u0430\u0441\u043d\u043e\u0441\u0442\u0438: \u043a\u0442\u043e-\u0442\u043e \u0437\u0430\u0431\u044b\u0432\u0430\u0435\u0442 \u043f\u0440\u0438\u0441\u0442\u0435\u0433\u043d\u0443\u0442\u044c \u0440\u0435\u043c\u0435\u043d\u044c \u043d\u0430 \u0437\u0430\u0434\u043d\u0435\u043c [&hellip;]<\/p>\n","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"author":1,"featured_media":22464,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[688],"tags":[],"class_list":["post-30464","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-administrirovanie"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 5.0.1.1 - 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