Listening To Customers

10 minute read | Last updated 18-May-2018 |  Security, Culture Change

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Bad Robot Transcript

Good morning, everybody. I’m trying to can’t see me. There we go. How’s that aren’t so I’m coming to you live again from Miami which is why I’m on early because again, we got tons of stuff going on. I’m at the Trend Micro directions advances in internal that where we bring a thousand customers and partners together and with a whole bunch of turn my phone please to talk about the issues are but a thousand people overall to talk about out what’s going on.

I’m not just with like turn my Chrome where we’re going but with the customers and that’s what I wanted to talk to you about today. I’m is that companies like making a fantastic example of how strong with me to customers and letting customers direct your roadmap and sore where you’re going and how strong that play cambia mean? You don’t get 20 billion a year in Revenue if that’s not a strong way of conducting business.

I’m in a lot of companies professed that they look to the customers are customer driven and that is absolutely true. Don’t get me wrong and Cousineau cars Casino Trend Micro is no different. What I wanted to talk about that was that how well that’s an external pacing company Philosophy for the vast majority of companies in this just a question of execution how poorly infosec teams if you’re that principle internally.

So make no mistake. You are a service provider within your company and you need to be Educators. But you know you have what are essentially customers which is the rest of your organizations are the security team working with the business units, you know, it’s better to be partners, but realistically their customers and partners and then you need that type of relationship but would always shocks me is when I work with and see some hoes and CEOs and cios around the world how few security teams are actually out there listening to their customers to the business units to other people within their organization and try to figure out what they want what they need and the best way to do that is just by listening going to a business unit and understanding what they’re trying to do the normal reaction for security teams.

Is this sort of default So you can’t do that. That’s not possible that we go get some color back in there. That’s not possible. You can’t be doing what you want to do. That’s ridiculous. It’s a security risk with the security threat. We can’t pull that off. Is that no? No, no.

No. No, that’s not the way to go about it. That’s not if you were so take your selves out of the security aspect and go and say, you know, you’re running a lemonade stand and you’re trying to you know, customer comes up and goes. Yeah, I’d like the lemonade with no I can’t do that the next customer comes and goes.

Well, I’ll pay the full price is fine as well have a glass. No can’t do that. If all you’re doing is no way they’re going to do something else and this is exactly the reasons for the airport security team isn’t listening to not using their ears. They’re not talking to the customers are not understanding and listening to the customers about what they need to do going to visit you as the saying hey, Desired outcome your what’s the goal that you’re shooting for as opposed to just jumping on what they’re suggesting out of the gate saying Hey, I want to stand up a web server and put a whole bunch of private information on their the proper thing to do was ask a question over them up with the hey, why are you wanted what were you trying to do that? Why? Why is that your goal? Why are you trying to put that information on that website? It said well, we need customers to be able to access the records.

Okay. Well, let’s put some of Education place at risk Let’s help you achieve your house, So it’s amazing at this sort of this this breakdown where companies are professing to listen to customers externally and they do and they drive their extra World Mass. But internally, they don’t absorb that and say wait a minute.

I am a service provider within my company is in full security. I need to be listening to customers who need to be engaging with him. I need to be talked into the business. He was working with them all the time in order to help them hit their desired outcome because their desired outcomes are my desired outcome is not done in a vacuum.

Nobody stands up a company says oh, what are you doing? Do internal security. Security is there to drive the business is to help the business go faster is to help him to do stuff. They never thought possible before and obviously helping reduce that risk in the process not by.

If you don’t listen to your customers, you don’t listen to the rest of business. You’re never ever going to get there. So I got to roll because I’m here to help listen to my customers to my organizations to other people within the security Community to see what’s going on to help sort of synthesize that and see what’s needed.

Not just from Trend Micro products and solutions, but for my research wing for publishing educational content for getting stuff out there because listening is absolutely key. You need to do it with your customers outside of the organization in full security team, so you to absorb at and listen a lot within their organizations.

I hope you guys have a great day. I will talk to you on Friday cuz I’m off tomorrow. I in transit flying back home. Have a good one. Will talk to you soon. Good morning, everybody. I’m trying to can’t see me. There we go. How’s that aren’t so I’m coming to you live again from Miami which is why I’m on early because again, we got tons of stuff going on.

I’m at the Trend Micro directions advances in internal that where we bring a thousand customers and partners together and with a whole bunch of turn my phone please to talk about the issues are but a thousand people overall to talk about out what’s going on. I’m not just with like turn my Chrome where we’re going but with the customers and that’s what I wanted to talk to you about today.

I’m is that companies like making a fantastic example of how strong with me to customers and letting customers direct your roadmap and sore where you’re going and how strong that play cambia mean? You don’t get 20 billion a year in Revenue if that’s not a strong way of conducting business.

I’m in a lot of companies professed that they look to the customers are customer driven and that is absolutely true. Don’t get me wrong and Cousineau cars Casino Trend Micro is no different. What I wanted to talk about that was that how well that’s an external pacing company Philosophy for the vast majority of companies in this just a question of execution how poorly infosec teams if you’re that principle internally.

So make no mistake. You are a service provider within your company and you need to be Educators. But you know you have what are essentially customers which is the rest of your organizations are the security team working with the business units, you know, it’s better to be partners, but realistically their customers and partners and then you need that type of relationship but would always shocks me is when I work with and see some hoes and CEOs and cios around the world how few security teams are actually out there listening to their customers to the business units to other people within their organization and try to figure out what they want what they need and the best way to do that is just by listening going to a business unit and understanding what they’re trying to do the normal reaction for security teams.

Is this sort of default So you can’t do that. That’s not possible that we go get some color back in there. That’s not possible. You can’t be doing what you want to do. That’s ridiculous. It’s a security risk with the security threat. We can’t pull that off. Is that no? No, no.

No. No, that’s not the way to go about it. That’s not if you were so take your selves out of the security aspect and go and say, you know, you’re running a lemonade stand and you’re trying to you know, customer comes up and goes. Yeah, I’d like the lemonade with no I can’t do that the next customer comes and goes.

Well, I’ll pay the full price is fine as well have a glass. No can’t do that. If all you’re doing is no way they’re going to do something else and this is exactly the reasons for the airport security team isn’t listening to not using their ears. They’re not talking to the customers are not understanding and listening to the customers about what they need to do going to visit you as the saying hey, Desired outcome your what’s the goal that you’re shooting for as opposed to just jumping on what they’re suggesting out of the gate saying Hey, I want to stand up a web server and put a whole bunch of private information on their the proper thing to do was ask a question over them up with the hey, why are you wanted what were you trying to do that? Why? Why is that your goal? Why are you trying to put that information on that website? It said well, we need customers to be able to access the records.

Okay. Well, let’s put some of Education place at risk Let’s help you achieve your house, So it’s amazing at this sort of this this breakdown where companies are professing to listen to customers externally and they do and they drive their extra World Mass. But internally, they don’t absorb that and say wait a minute.

I am a service provider within my company is in full security. I need to be listening to customers who need to be engaging with him. I need to be talked into the business. He was working with them all the time in order to help them hit their desired outcome because their desired outcomes are my desired outcome is not done in a vacuum.

Nobody stands up a company says oh, what are you doing? Do internal security. Security is there to drive the business is to help the business go faster is to help him to do stuff. They never thought possible before and obviously helping reduce that risk in the process not by.

If you don’t listen to your customers, you don’t listen to the rest of business. You’re never ever going to get there. So I got to roll because I’m here to help listen to my customers to my organizations to other people within the security Community to see what’s going on to help sort of synthesize that and see what’s needed.

Not just from Trend Micro products and solutions, but for my research wing for publishing educational content for getting stuff out there because listening is absolutely key. You need to do it with your customers outside of the organization in full security team, so you to absorb at and listen a lot within their organizations.

I hope you guys have a great day. I will talk to you on Friday cuz I’m off tomorrow. I in transit flying back home. Have a good one. Will talk to you soon.