Adversaries may leverage Customer Relationship Management (CRM) software to mine valuable information. CRM software is used to assist organizations in tracking and managing customer interactions, as well as storing customer data. Once adversaries gain access to a victim organization, they may mine CRM software for customer data. This may include personally identifiable information (PII) such as full names, emails, phone numbers, and addresses, as well as additional details such as purchase histories and IT support interactions. By collecting this data, an adversary may be able to send personalized [Phishing](https://attack.mitre.org/techniques/T1566) emails, engage in SIM swapping, or otherwise target the organization’s customers in ways that enable financial gain or the compromise of additional organizations.(Citation: Bleeping Computer US Cellular Hack 2022)(Citation: Bleeping Computer Mint Mobile Hack 2021)(Citation: Bleeping Computer Bank Hack 2020) CRM software may be hosted on-premises or in the cloud. Information stored in these solutions may vary based on the specific instance or environment. Examples of CRM software include Microsoft Dynamics 365, Salesforce, Zoho, Zendesk, and HubSpot.

Linked Issues

Issuelinks
Linktyp Issue
is related to Techniques
is blocked by User Account Management
is blocked by User Training
is blocked by Software Configuration
is blocked by Audit
is blocked by Detecting Suspicious Access to CRM Data in SaaS Environments
is blocked by Security, Compliance & Resilience Controls Oversight
is blocked by Secure Baseline Configurations
is blocked by Least Functionality
is blocked by Continuous Monitoring
is blocked by Encrypting Data At Rest
is blocked by Cybersecurity & Data Protection Attributes
is blocked by Information Sharing
is blocked by Data Mining Protection
is blocked by Media & Data Retention
is blocked by Endpoint File Integrity Monitoring (FIM)
is blocked by Separation of Duties (SoD)
is blocked by Identification & Authentication for Organizational Users
is blocked by Identification & Authentication for Non-Organizational Users
is blocked by Identifier Management (User Names)
is blocked by Account Management
is blocked by Access Enforcement
is blocked by Least Privilege
is blocked by Data Flow Enforcement – Access Control Lists (ACLs)
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