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Get to know us better! Gain valuable insights into how we think by visiting our blog, or take a look at the industry events we're frequenting on our events page. You can also geek out with us by attending one of our security management webinars, or dive head first into the products and solutions we provide in our Resource Library. There's lots to keep you busy! 

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Blog

May 19, 2017 A Practical History of the Firewall - Part 1: Early Days
As a practitioner in the relatively early days of the mass adoption of the Internet (mid to late 90s), I saw the rapid adoption and evolution of firewall technology. I had a limited view, and certainly have an imperfect memory, of this history. As such, over the next few posts, I welcome your comments to help me fill in the missing pieces of this story.
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May 02, 2017 Breaking down the 2017 Verizon Data Breach Investigation Report
Verizon’s infamous Data Breach Investigations Report (DBIR) came out last week. It’s a testament to the diverse data Verizon now has that this year’s report is separated out by industry. In other words, more industries are seeing attacks and it allows the data to be divided and still hold merit. A few findings stood out to me as worthy of a deeper look...
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Feb 23, 2017How to Create a Customer Success Organization

In Part One of this blog series, I talked about how to set up an enterprise software adoption up for success. In this installment, I’ll talk about how to go about creating a customer success organization.

The critical question to ask yourself before embarking on this mission is “What problem am I trying to solve?” Is it a struggle with customer churn? Is the sales team failing to achieve growth goals because they are managing all aspects of the current customer relationship? These answers will help identify the gaps in the current processes and decide if Customer Success is how to fill them.

It’s likely that the creation of the Customer Success organization will need to be justified on many levels within the company, particularly at the board level. To help overcome this hurdle, the first compelling data point should be the illustration of the total lifetime value of a customer base with 100% retention versus 95%, 80% and so on. The net present value of these accumulated churn scenarios can be staggering.

Trial it

Maybe the chart was effective, but the company isn’t quite ready to invest. Consider launching a six-month pilot program of one or two Customer Success Managers (CSM) in your organization to demonstrate value.

Assign the CSMs to new customers who represent important segments and personas, but not to the highest revenue generating customers.

Decide the right metrics to track. Do you receive higher CSAT ratings? Higher NPS? Were fewer support tickets opened for the customers with a CSM?

Closely guide and monitor, and expect to modify as you go. Of course, there isn’t the prescience to prevent all failures, so adaptability is essential.

Design It

Build the Customer Success organization for your customers, not for someone else’s. There are best practices across most Customer Success organizations, such as using high-touch and low-touch models based on your customer segmentation. Most of it should be bespoke to the business. Customer Success in SaaS is different from Customer Success for on-premise solution providers. It varies from B2B to B2C. The technical expertise requirements are different for a security solution provider versus a data storage provider. Some CSMs are responsible for gathering renewals, but most are not; and they do not reside in sales.

Design the CSM role to fit the company culture, your customer organizations and end users. If the software is fairly simple and easy-to-use, a less technical CSM may do nicely. If the solution is seemingly esoteric or complicated, CSMs with deep discipline-related knowledge are required.

In addition, determine your own success metrics so that the efficacy of the organization can be validated as well as the ability to recognize gaps.

Customer Success is directly related to retention. Will it be measured by retention revenue or by logos/accounts retained? How will CSMs be measured: by support tickets deflected? How closely they follow the engagement schedule? By team or individual logos retained?

Answering and addressing these questions up front will go a long way towards setting up a successful program that can then be implemented, which I will cover in the third and final post of this series.

With 15 years of experience in advertising and software support, Heather knows that if a business’ customers aren’t successful, neither is the business. As head of the customer success program at FireMon, Heather ensures that her customers’ business needs are met from day one. Prior to FireMon, Heather worked in the technology group at VML, a WPP-owned marketing agency.

Events

Webinars

Upcoming Webinars

Jun 06, 2017 2:00 pm - 3:00 pm PDT Top 5 Risks of "Dirty" Firewalls
Firewall rules are notoriously complex and voluminous in nature. Even small organizations have multiple firewalls and significant complexity. But large organizations are overwhelmed.
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May 23, 2017 Der Countdown läuft, noch 365 Tage bis zur DSGVO (GDPR): Machen Sie Ihr Netzwerk fit für Compliance
Netzwerksicherheit ist deutlich mehr als Cyberbedrohungen nur zu stoppen. Es geht auch darum für das Unvermeidliche gerüstet zu sein. Nämlich einen Datenschutzvorfall, den die Technik allein nicht hat verhindern können. Die EU Datenschutz-Grundverordnung (kurz DSGVO GDPR) ist, neben anderen mehr, ein solches Compliance-Rahmenwerk mit dem Unternehmen sich auseinandersetzen müssen und das im Mai des kommenden Jahres in Kraft tritt. Dann sind Unternehmen beispielsweise verpflichtet innerhalb von 72 Stunden nach einem Datenschutzvorfall darüber zu informieren.
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May 04, 2017 Threat Hunting: Beyond Alerts & IOCs
Organizations are taking a more active role in detecting and responding to advanced attacks – Threat Hunting. In this webinar, you’ll discover the steps you can take to launch your threat hunting capabilities.
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Apr 27, 2017 The Life of a Firewall: Seamless, Automated Rule Lifecycle Management

So you’ve purchased a new firewall. Now what?

You’ve got to decide which access is allowed, which isn’t allowed and whether or not rules are compliant with internal and regulatory standards.

Things are running along smoothly and then the dreaded “change.” A user submits a new access request and the fun begins. Is this access necessary? Safe? Compliant? And what happens when it’s time to retire unused rules?

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Apr 19, 2017 Closing the Complexity Gap

How Effective Security Management Can Help Teams Cover the Exponentially Increasing Gap between Technology & the Resources Available to Manage It

Security teams today are under tremendous pressure due to the rising frequency and impact of breaches and a business that wants to move faster and faster. The answer to both of these challenges has always been to add more technology and staff resources.

However, each new technology added creates complexity. More rules are created and more data is generated. As networks continue to evolve, this complexity will only grow. And while staff resources may increase, they will never match the exponential growth of technology.

FireMon calls this phenomenon The Complexity Gap and has set out to help security teams close it.

Join us for this webinar with Frost & Sullivan where we’ll explore the causes of “The Gap” and how workforce multipliers such as intelligence and automation help staff manage their security more efficiently and more effectively.

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News




Resource Library

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Datasheets

Policy Change

Solution Briefs

Policy Change

White Papers

Visibility Monitoring Management

Analyst Reports

Security Manager
Overview of FireMon’s Flagship Firewall Management Solution
Policy Planner
Overview of FireMon’s Change Automation Solution
Policy Optimizer
Overview of FireMon’s Rule Recertification Automation Solution
Risk Analyzer
Overview of FireMon’s Attack Simulation and Risk Measurement Solution
Immediate Insight
Overview of FireMon’s Immediate Insight Solution
Intelligent Security Management
Delivering next-generation security management that boosts productivity and accelerates the agility of business
Intelligent Policy Automation
Intelligent Policy Automation: Orchestrating Change Management with Speed and Security.
Hybrid Cloud Management
Visibility into and control over Cloud Services, including AWS and OpenStack Platforms
Accelerated Incident Response
Immediate Insight in action - Orchestration, automation and analytics for data assembly and discovery
Change Simulation & Risk Scoring
Proactively reduce risk based upon network exposure and host accessibility
2017 State of the Firewall
Networking continues to evolve, yet the firewall remains critical to securing today’s enterprises. FireMon is proud to present its 3rd Annual State of the Firewall Report
Firewall Cleanup
The implications of firewall policy complexity, why it remains a problem today and how to resolve it.
Real-Time Risk Analysis
Risk analysis with real-time change configuration is key to managing security risks in your IT infrastructure.
Real-Time Data Triage
Our Immediate Insight platform from FireMon can help organizations overcome the limitations and gaps inherent to the current analytic market.
Bridging the SIEM Alert Triage Gap
Immediate Insight enables security teams to improve event triage and incident response, extending the value of your existing full-featured SIEM.
Intelligent Policy Automation
Automation Isn’t One-Size-Fits-All
Intelligent Security Management

Helping Enterprise Security Teams Improve Resource Efficiency & Reduce Overall Risk Exposure

2016 State of the Firewall
2nd Annual State of the Firewall Report based on survey of 600 IT security practitioners.
The Top 5 Myths of Data Breaches
Five of the biggest myths that exist about data breaches, and explain how and why they occur.
Firewall Sprawl: Top Four Security Gaps Exposed

Firewall technology has come a long way since its initial, most rudimentary forms. Next-Generation Firewalls (NGFW) are the latest development, and organizations are accelerating adoption to the new technology. But NGFWs aren’t a fix-all solution.

Firewall Sprawl: How Complexity Is Adding Cost & Increasing Risk
Aberdeen
Quantifying the value of Intelligent Security Management
Aberdeen
Security Analytics Brings Data-Driven Security Into the 21st Century
Forrester
Automate Zero Trust Policy And Enforcement
Forrester
The Return on Security analysis for FireMon’s Security Manager
IANS