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What are the best ways to manage customer expectations for cloud security?

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As a sales engineer, you know that cloud security is one of the most important and challenging aspects of selling cloud solutions to your customers. You also know that your customers have different levels of understanding, expectations, and concerns about how their data and applications are protected in the cloud. How can you manage these expectations and ensure that your customers are satisfied and confident with your cloud security offerings? Here are some best practices to follow.

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1 Understand your customer's needs

The first step to managing customer expectations for cloud security is to understand what they need, want, and care about. This means asking the right questions, listening to their pain points, and identifying their goals and priorities. You should also assess their current security posture, their compliance requirements, and their risk tolerance. By understanding their needs, you can tailor your cloud security solution to match them and address their specific concerns.

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Eric Ludwig

Co-Founder RISE Technology Advisors
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Clients must expect the cloud service provider to have minimum security at best. If the service offering is Infrastructure, expect zero security and encrypt traffic if where needed if there is anything not public facing. For SaaS, there is a reasonable expectation of security but clients should review the supplier policy and backup data outside of the service provider architecture where applicable.

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2 Educate your customer on cloud security

The second step to managing customer expectations for cloud security is to educate your customer on how cloud security works, what benefits it offers, and what responsibilities it entails. You should explain the shared responsibility model, the security features and controls of your cloud provider, and the best practices and tools for securing cloud environments. You should also provide relevant examples, case studies, and testimonials to demonstrate how your cloud security solution can help your customer achieve their desired outcomes.

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3 Set realistic and clear expectations

The third step to managing customer expectations for cloud security is to set realistic and clear expectations for what your cloud security solution can and cannot do. You should avoid overselling, overpromising, or making unrealistic guarantees. You should also communicate the scope, timeline, and deliverables of your cloud security solution, and clarify the roles and responsibilities of both parties. You should also establish a feedback mechanism and a change management process to keep your customer informed and aligned throughout the project.

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Jay Ryerse, CISSP

Climbing Higher and Securing Tomorrow.
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I think it's important to set clear expectations directly aligned to the business objectives for the prospect you are working with. You need to understand things like why they are considering a change, what they are expecting from your solution, and what the agreed upon testing criteria will be so both teams are aligned. Misalignment can waste everyone's time so don't fall victim to a shortcut in this phase!

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Eric Ludwig

Co-Founder RISE Technology Advisors
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Responsibilities typically reside on the client versus the cloud supplier. Even if there is a breach, in many cases suppliers indemnify themselves in the contracts. Take a good look at the fine print, seek legal review if there is an obligation or expectation from your clients.

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4 Monitor and measure cloud security performance

The fourth step to managing customer expectations for cloud security is to monitor and measure the performance of your cloud security solution. You should use metrics and indicators that are relevant, meaningful, and agreed upon by your customer. You should also provide regular reports, dashboards, and reviews to show your customer the progress, results, and value of your cloud security solution. You should also solicit feedback, address issues, and celebrate successes with your customer.

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Eric Ludwig

Co-Founder RISE Technology Advisors
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While reporting and dashboards are helpful, they are typically provided by the cloud supplier. Organizations should consider a regimen of testing including pen tests, purple and red team and ensure there is an appropriate recovery process in place. When following NIST standards, the recover phase is as critical as the protect or detect phases.

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5 Provide ongoing support and guidance

The fifth step to managing customer expectations for cloud security is to provide ongoing support and guidance to your customer. You should ensure that your customer has access to the resources, documentation, and training they need to use and maintain your cloud security solution. You should also offer post-sales services, such as troubleshooting, maintenance, updates, and enhancements. You should also build a long-term relationship with your customer and help them adapt to changing needs and challenges.

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6 Stay updated on cloud security trends and best practices

The sixth step to managing customer expectations for cloud security is to stay updated on the latest trends and best practices in cloud security. You should keep yourself informed of the new developments, innovations, and standards in cloud security. You should also learn from your peers, industry experts, and thought leaders. You should also share your insights, experiences, and recommendations with your customer and help them stay ahead of the curve and improve their cloud security maturity.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the best ways to manage customer expectations for cloud security?

1

2

3

4

5

6

7

1 Understand your customer's needs

2 Educate your customer on cloud security

3 Set realistic and clear expectations

4 Monitor and measure cloud security performance

5 Provide ongoing support and guidance

6 Stay updated on cloud security trends and best practices

7 Here’s what else to consider

Sales Engineering

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What are the best ways to manage customer expectations for cloud security?

1

2

3

4

5

6

7

1 Understand your customer's needs

2 Educate your customer on cloud security

3 Set realistic and clear expectations

4 Monitor and measure cloud security performance

5 Provide ongoing support and guidance

6 Stay updated on cloud security trends and best practices

7 Here’s what else to consider

Sales Engineering

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