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!
Unless you’re under a rock, you know that the WannaCry Ransomware cyberattack swept worldwide headlines last week.
Organizations scrambled to apply the latest Microsoft security patch to their computers to prevent the spread of the attack. It’s estimated that the ransomware attack hit more than 300,000 victims in 150 countries.
In the world of enterprise software, often a lot of money, time and effort go into getting the customer to make the initial purchase. The software then gets implemented, a training session may take place and the purchaser checks the “satisfied” box. It all sounds good on paper, but in reality the end user who is responsible for using it never gets it off the ground enough to make it truly valuable to the organization.
Seeking out trouble
For this reason, FireMon knows that seeking out the end user is so important when setting up enterprise software adoptions to be successful. Instead of waiting for trouble to knock on the door, we seek it out. Nothing has quite as much impact to the success of a software solution as the people responsible for using it. These people are the end users, and they are royalty.
Customer Service does not automatically equal Success
While many companies would take this “customer is king” mantra and equate it to Customer Service, it doesn’t always embody the successfulness of a project. Customer Service is a way of doing business and treating people. It’s the rules of engagement implicit in business. In short, it’s being respectful, empathetic, and delivering on your promises: it’s a given.
However, Customer Success is an informal partnership in achieving goals. It comes to life in roles like Customer Success Manager (CSM), which proactively engage the end users, joining their business goals with products and expertise. In some organizations, this role and discipline can point its toes toward managed services, or offer hands-off consultation. At FireMon, the CSM team the implementation, now entering its second year, helps transition new customers from onboarding to support, and works directly with end users to facilitate adoption. At the same time, our CSMs are coordinating with our support team and sales to deliver a holistic approach to helping our customers achieve their goals.
But no matter how Customer Success program is fulfilled, its final shape is relentless advocacy of customers’ interests to the rest of the product owner’s business.
Principles of Customer Success
For all the catch-phrases, principles and mantras offered in business, Customer Success is its own guiding principle. It’s both the intention and the action, made up of proactive, closed-loop advocacy and ownership.
Proactive Engagement: contacting end users to learn if they are meeting their goals, if they’ve learned about the newest feature, or if they need help is a central part of customer success. The mechanism for contact will vary by the revenue or strategic value segmentation they’ve been placed in. But we don’t wait for them to ring.
Closed-Loop Communication: people want to be heard and understood and proactive engagement means little if nothing is done with the feedback. Therefore, we work with the product, engineering, and support teams to make sure those groups know customer feedback. Then, the loop is closed with the customer by explaining what is being done with the feedback and if they can expect further action on it.
Relentless Advocacy and Ownership: Advocating for customers helps back up our organization and own any concerns. We own not letting them fail. Combined with other Voice of the Customer (VoC) inputs, the insight provided is that which internal teams may not receive otherwise and it is so important to driving the business and development of products.
In Part 2 of this blog series, I will expand on these principles and dive into how to create a Customer Success organization using guidelines that transcend across business sectors.
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?
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.
Helping Enterprise Security Teams Improve Resource Efficiency & Reduce Overall Risk Exposure
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.