The ERP Security Challenge – Web Exclusives – Online Column – CSO Magazine

In a rare interview, SAP’s Sachar Paulus talks about how the ERP software giant secures the software that may very well be your business’s backbone.

Today, more and more criminals are turning their attention to file transfers that carry consumer identifying data. Many organizations move this information with file transfer protocol FTP, and these servers are proving to be easy targets for thieves. Encryption may seem like an easy fix, but there is no easy answer to this complicated problem. If your company runs SAP, some part of your organization’s security–probably a tremendous part of it–depends on Sachar Paulus.

Until June, Paulus was CSO, responsible for IT, physical and organizational security at the $12 billion German company known for its enterprise resource planning ERP software. Now, he’s SVP of product and security governance, and as such is responsible for security strategy for all products. New threats, increasing complexity and emerging regulations have increased the importance of security on all fronts. Despite the high stakes, though, Paulus is not in the spotlight in the United States and does few interviews. CSO’s Katherine Walsh recently talked with him about SAP’s security strategy, global compliance issues, and how he stays on top of it all.

Read more at: The ERP Security Challenge – Web Exclusives – Online Column – CSO Magazine

CRM: Cost Deflection Out – “ Customer Experience In

Cost Deflection Out“ Customer Experience In!
David Barrow
Expert Author
Published: 2006-05-09

Cost deflection strategies deteriorate customer loyalty.

“Your call is important to us. please hold”

“We’ve automated our phone system for your convenience.”

“Our agents are busy helping other customers.”

As consumers, we are all too familiar with these rote statements that are somehow supposed to make us feel all warm and fuzzy while we cool our heels wishing we could talk to a real live human being. Whether you have a question about your mortgage rate, problems with your printer, or simply want to find out when a movie is playing, chances are you’ll have to run through a maze of options before you get the answer you want. With companies seeking to squeeze every penny out of operating costs, by deflecting customers to use less expensive means of communication (the Web versus the phone) it seems we’re stuck in self-service purgatory. In reality, this drive for cost deflection is alienating customers and eroding profits.

Cost Deflection Out, Customer Experience In