CRM, CRM Management Blog TeamJanuary 20, 2022

Customer Relationship Management Risks and Controls

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Customer Relationship Management Risks and Controls

What are the potential customer relationship management risks and controls?

A customer relationship management risk is an event or circumstance that may have an adverse effect on customer relationships. 

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The potential risks determine the necessary controls to manage the risks. 

Controls are then put in place to prevent, minimize, or protect against the risks.

If you are interested in knowing more, read on.

What Is Customer Relationship Management?

By now you’ve discovered that Customer Relationship Management software is an important tool. But, what does it mean?

Customer Relationship Management is the process of managing all your business-to-customer relationships. It encompasses more than just managing your customers. 

Think of it as any type of business relationship that you want to grow, manage, and improve.

A proper CRM strategy will help you create a foundation for the long-term success of your organization, but it can be difficult to get started.

The first step is to figure out what you want your CRM strategy to accomplish. 

This can be a challenging task since the CRM process often ends up being a big, confusing mess.

You need a clear idea of where you are now and how you want to get there in the future. 

Once you know what you are trying to accomplish, you can start building a foundation that will help take you where you want to go.

Your CRM strategy should include six basic steps:

1. Set a goal and define your objectives. 

2. Determine the data you want to collect. 

3. Determine the systems or platforms you want to use for collecting and storing your data. 

4. Identify the level of automation you want. 

5. Assign roles and responsibilities for every function of your CRM strategy. 

6. Create a schedule for implementing your system.

If this seems overwhelming, don’t worry. There are many resources available to help you build your CRM strategy from start to finish.

Potential Customer Relationship Management Risks

Customer Relationship Management is a complex process. It can be difficult to understand all the risks that may affect your organization. 

That’s why it is important to look at the most common risks and how they might impact your business. 

Customer relationship management risks are categorized into two main areas: internal and external.

There are three major categories of causes for risk:

1. Inherent risks – also known as primary risks, these are inherent in the nature of the situation or activity itself. 

2. Categorized risks – individual hazards, modes of operation, and potential events or circumstances leading to those events. 

3. Contingent risks – these are risks that depend on an uncertain future event or circumstance. 

Customer Relationship Management Controls

They can be difficult to control, but there are a few things you can do to manage them. 

One of the best things you can do is to have a good plan for risk mitigation. 

The following are some controls to help you manage CRM risk: 

1. Conduct regular reviews and audits to determine if the controls are working effectively and efficiently. 

2. Apply the risk management process in all your operations, from the beginning of your business plan to its implementation. 

3. Implement best practices for all employees who handle customer information. 

4. Create and apply policies that guide how your employees handle risks.


Customer Relationship Management is a complex process that has many variables and several risks. 

Having a comprehensive approach will help you manage your risks and understand where the challenges are. 

Are you ready to get started?