Risk management is a crucial aspect of any cloud-based CRM system, as it involves identifying, assessing, and mitigating the potential risks that could affect the availability, performance, security, and compliance of the system. Before signing a contract for a new cloud-based CRM system, the CIO should ensure that the risk management responsibilities are clearly defined and allocated between the service provider and the customer, and that both parties accept and agree to them. This will help to avoid any confusion, conflict, or liability issues in case of any incidents or breaches that may occur in the future. Some of the risk management responsibilities that should be agreed upon and accepted are:
The scope and frequency of risk assessments and audits
The roles and responsibilities for risk monitoring and reporting
The escalation and resolution procedures for risk issues
The contingency and recovery plans for risk events
The security and privacy policies and standards for data protection
The service level agreements (SLAs) and key performance indicators (KPIs) for service quality and availability References := Cloud-Based CRM: Best Practices for Implementation, The Best Contract Management Software, CRM Migration Best Practices: An Introductory Guide for HubSpot Agency Partners