Exploring Security and Privacy Challenges in Cloud CRM Solutions: An Analytical Study Using Salesforce as a Model

International Journal of Computer Science and Engineering

© 2024 by SSRG - IJCSE Journal

Volume 11 Issue 9

Year of Publication : 2024

Authors : Jaseem Pookandy

10.14445/23488387/IJCSE-V11I9P102

How to Cite?

Jaseem Pookandy, "Exploring Security and Privacy Challenges in Cloud CRM Solutions: An Analytical Study Using Salesforce as a Model," SSRG International Journal of Computer Science and Engineering , vol. 11,  no. 9, pp. 8-18, 2024. Crossref, https://doi.org/10.14445/23488387/IJCSE-V11I9P102

Abstract:

In the era of cloud computing, securing and managing customer data is paramount for CRM solutions. This study examines the security and privacy challenges associated with Salesforce, a leading cloud Customer Relationship Management (CRM) platform, and provides a comparative analysis with other CRM solutions. Through a detailed review of Salesforce’s security protocols and privacy safeguards, the study highlights its strengths, such as advanced encryption, robust Identity and Access Management (IAM), and compliance with global data protection regulations like GDPR and CCPA. Despite these strengths, challenges related to data isolation in a multi-tenant architecture and performance issues during peak times are identified. Comparative analysis with Microsoft Dynamics 365, HubSpot, and Zoho CRM reveals Salesforce’s superior flexibility and control but also emphasizes the need for continuous improvement across all platforms. Key lessons include the importance of continuous security and privacy enhancements, data privacy by design, effective performance management, and user education. The findings offer valuable insights for organizations seeking to optimize their CRM security and privacy practices.

Keywords:

Cloud CRM, Data encryption, Security challenges, Data protection regulations, Salesforce.

References:

[1] Rajkumar Buyya, Christian Vecchiola, and S.Thamarai Selvi, Mastering Cloud Computing: Foundations and Applications Programming, 1 st ed., San Francisco, CA: Morgan Kaufmann, pp. 429-437, 2013.
[CrossRef] [Google Scholar] [Publisher Link]
[2] Thomas H. Davenport and James E. Short, The New Industrial Engineering:Information Technology and Business Process Redesign, Sloan Management Review, vol. 31, pp. 11-27, 1990.
[Google Scholar] [Publisher Link]
[3] Alexander Benlian, Thomas Hess, and Peter Buxmann, “Drivers of SaaS-Adoption - An Empirical Study of Different Application Types,” Business & Information Systems Engineering, vol. 1, no. 4, pp. 357-369, 2009.
[CrossRef] [Google Scholar] [Publisher Link]
[4] Wayne Jansen, and Timothy Grance, “Guidelines on Security and Privacy in Public Cloud Computing,” NIST Special Publication, 2011.
[Google Scholar] [Publisher Link]
[5] Guy Zyskind, Oz Nathan, and Alex 'Sandy' Pentland, “Decentralizing Privacy: Using Blockchain to Protect Personal Data,” In Proceedings of the IEEE Security and Privacy Workshops, San Jose, CA, USA, pp. 180-184, 2015.
[CrossRef] [Google Scholar] [Publisher Link]
[6] Amin Shaqrah, “Cloud CRM : State-of-the-Art and Security Challenges,” International Journal of Advanced Computer Science and Applications (IJACSA), vol. 7, no. 4, pp. 39-43, 2016.
[CrossRef] [Google Scholar] [Publisher Link]
[7] Keiko Hashizume et al., “An Analysis of Security Issues for Cloud Computing,” Journal of Internet Services and Applications, vol. 4, no. 5, 2013.
[CrossRef] [Google Scholar] [Publisher Link]
[8] Sakshi Koli et al., “Salesforce Technology: A Complete CRM Solution on the Cloud,” In Proceedings of the 2023 2nd Edition of IEEE Delhi Section Flagship Conference (DELCON), Rajpura, India, pp. 1-5, 2023.
[CrossRef] [Google Scholar] [Publisher Link]
[9] Saurabh Kuma, “A Review on Viability of Cloud Applications Services for CRM - An Analytical Approach,” Journal of Emerging Technologies and Innovative Research (JETIR), vol. 5, no. 10, pp. 375-381, 2018.
[Google Scholar] [Publisher Link]
[10] Nafiseh Soveizi, Fatih Turkmen, and Dimka Karastoyanova, “Security and Privacy Concerns in Cloud-Based Scientific and Business Workflows: A Systematic Review,” Future Generation Computer Systems, vol. 148, pp. 184-200, 2023.
[CrossRef] [Google Scholar] [Publisher Link]