Data from Information Repositories: Customer Relationship Management Software
- ID
- T1213.004
- Tactics
- TA0009 Collection
- Sub-technique of
- T1213 Data from Information Repositories
- Platforms
- SaaS
- Data sources
- Application Log Content, Logon Session Creation
- Source
- attack.mitre.org
- MITRE last modified
- 16 Apr 2025
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.
Detection
- DET0550 Detecting Suspicious Access to CRM Data in SaaS Environments
Data components: Application Log Content, Logon Session Creation
Mitigations (4)
- 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.
- M1018 User Account Management
Enforce the principle of least-privilege. Consider implementing access control mechanisms that include both authentication and authorization.
- 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.