Query: adversary uses Customer Relationship Management Software
Matching passage: T1213.004 Customer Relationship Management Software. Tactics: collection. Description: 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](https://attack.mitre.org/techniques/T1566) emails, engage in SIM swapping, or otherwise target the organization’s customers in ways that enable financial gain or the compromise of additional organizations.(Citation: Bleeping Computer US Cellular Hack 2022)(Citation: Bleeping Computer Mint Mobile Hack 2021)(Citation: Bleeping Computer Bank Hack 2020) 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.
Near-miss passage: T1213 Data from Information Repositories. Tactics: collection. Description: Adversaries may leverage information repositories to mine valuable information. Information repositories are tools that allow for storage of information, typically to facilitate collaboration or information sharing between users, and can store a wide variety of data that may aid adversaries in further objectives, such as Credential Access, Lateral Movement, or Defense Evasion, or direct access to the target information. Adversaries may also abuse external sharing features to share sensitive documents with recipients outside of the organization (i.e., [Transfer Data to Cloud Account](https://attack.mitre.org/techniques/T1537)). The following is a brief list of example information that may hold potential value to an adversary and may also be found on an information repository: * Policies, procedures, and standards * Physical / logical network diagrams * System architecture diagrams * Technical system documentation * Testing / development credentials (i.e., [Unsecured Credentials](https://attack.mitre.org/techniques/T1552)) * Work / project schedules * Source code snippets * Links to network shares and other internal resources * Contact or other sensitive information about business partners and customers, including personally identifiable information (PII) Information stored in a repository may vary based on the specific instance or environment. Specific common information repositories include the following: * Storage services such as IaaS databases, enterprise databases, and more specialized platforms such as customer relationship management (CRM) databases * Collaboration platforms such as SharePoint, Confluence, and code repositories * Messaging platforms such as Slack and Microsoft Teams In some cases, information repositories have been improperly secured, typically by unintentionally allowing for overly-broad access by all users or even public access to unauthenticated users. This is particularly common with cloud-native or cloud-hosted services, such as AWS Relat