| ID | Name |
|---|---|
| T1213.001 | Confluence |
| T1213.002 | Sharepoint |
| T1213.003 | Code Repositories |
| T1213.004 | Customer Relationship Management Software |
| T1213.005 | Messaging Applications |
| T1213.006 | Databases |
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 emails, engage in SIM swapping, or otherwise target the organization’s customers in ways that enable financial gain or the compromise of additional organizations.[1][2][3]
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.
| ID | Name | Description |
|---|---|---|
| C0059 | Salesforce Data Exfiltration |
During Salesforce Data Exfiltration, threat actors accessed and exfiltrated sensitive information from compromised Salesforce instances.[4] |
| ID | Mitigation | Description |
|---|---|---|
| M1047 | Audit |
Consider periodic review of accounts and privileges for critical and sensitive CRM data. |
| M1054 | Software Configuration |
Consider implementing data retention policies to automate periodically archiving and/or deleting data that is no longer needed. |
| M1018 | User Account Management |
Enforce the principle of least-privilege. Consider implementing access control mechanisms that include both authentication and authorization. |
| M1017 | User Training |
Develop and publish policies that define acceptable information to be stored in CRM databases and acceptable handling of customer data. Only store customer information required for business operations. |
| ID | Name | Analytic ID | Analytic Description |
|---|---|---|---|
| DET0550 | Detecting Suspicious Access to CRM Data in SaaS Environments | AN1520 |
Anomalous high-volume access to customer records in CRM software by a non-CRM admin user account, especially following initial authentication from a rare location or device. Behavior includes abnormal access to PII fields or data exports within a short time window. |