Improving Customer Account Management with Security Transparency

Kevin Qiu
November 15, 2021
A customer and an account manager shake hands - SafeBase

The Identity Theft Research Center's report suggesting that data breaches surged in 2021, surpassing the 2020 figures by October, is a stark reminder of the growing cybersecurity threats looming over today's digital world. As per the report, supply chain security emerged as a prime concern for cybersecurity leaders, thereby underlining its significance in contemporary cyber risk management. Given the growing intricacies of cyber threats, companies have started imposing more stringent security due diligence checks on their vendors, extending the purview of these checks to annual reviews of existing suppliers as well. The crux lies in incorporating this new strategy within customer account management practices. By doing so, forward-thinking organizations can significantly enhance customer retention while simultaneously reducing churn.

The gravity and impact of security breaches have amplified over the years, compelling companies to adopt rigorous security measures. The focus has now shifted towards ensuring that third-party vendors possess the requisite capabilities to combat potential cyber attacks. Security teams are now more alert than ever, not hesitating to phase out a vendor should there be any security red flags.

To further strengthen their defenses and reduce the repercussions of a potential third-party data breach, security teams are now emphasizing various information domains such as:

  • Renewed compliance reports. Compliance reports from reputed external security audits like ISO 27001 and SOC 2 are critical in building customer trust. However, these audits need to be performed annually to guarantee a consistent security posture.
  • Updated penetration tests. Modern development teams can push tens, or sometimes hundreds, of updates to production on a daily basis. Recent penetration tests serve as evidence of an organization's commitment towards application security and the effectiveness of its developer security training.
  • Internal security program improvements. Security teams need assurance that their vendors prioritize security. Providing updates like the retirement of soon-to-be obsolete cryptographic algorithms can aid in reducing the influx of emails to customer success teams, thereby streamlining communication.
  • Product security updates. Integrating features like exportable audit logs or hardware MFA token support can foster additional trust among security teams. These enhancements can enhance product stickiness, leading to long-term customer loyalty.
  • Incident response bulletins. In a time when data breaches are escalating both in terms of frequency and cost, proactively reassuring customers about their data security can go a long way. Notifying them about the absence of any impact from a recent breach can instill confidence. Similarly, committing to prompt communication in case of any future incident affecting them can further fortify this trust.

Regularly updating security-conscious customers should be an essential practice for all SaaS organizations looking to fully leverage their customer account management capabilities. It is highly recommended for companies, if they haven't already, to facilitate regular interactions between their security and customer success teams. This will not only streamline internal processes but also enhance customer retention.

Indeed, in an era marked by heightened cybersecurity risks, organizations must prioritize robust vendor security checks, enhanced internal security programs, and open communication with customers. An organization's ability to assure its clients of data security can serve as a competitive differentiator in today's digital marketplace. As the landscape of cyber threats evolves, organizations that preemptively adapt and prioritize customer trust will be better positioned to navigate these challenging waters. In conclusion, the integration of cybersecurity measures with customer account management practices can significantly boost an organization's customer retention and overall success.

Streamline your Trust Communication strategy with SafeBase—With a SafeBase Trust Center, customers and prospects can easily assess your security and compliance posture. And with our Trust Center Updates feature, your organization can keep customers up to date about the latest security improvements, share new documentation, and provide centralized incident responses.

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