A web-based bookstore has included the customer relationship
management (CRM) system in its operations. An IS auditor has
been assigned to perform a call center review. Which of the
following is the MOST appropriate first step for the IS
auditor to take?
A. Review the company's performance since the CRM was
implemented.
B. Review the IT strategy.
C. Understand the business focus of the bookstore.
D. Interview salespeople and supervisors.
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Answer: C
The IS auditor should first understand the business drivers
of the CRM implementation. Choices A, B and D are not
appropriate first steps.
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