Experience and Cybersecurity: More Than Just Tools, It's About Trust

When it comes to cybersecurity, the relationship between the teams producing tools and the customers using them goes beyond traditional vendor-client dynamics. It's about cultivating a true partnership—one where both parties listen, respond, and build something greater together. This partnership is vital not only for the customer’s success but also for the vendor’s ability to deliver effective solutions that meet real-world needs.

What's at stake is more than simply transactional. It's the development of a collaborative relationship where the customer feels heard, their needs are met, and the vendor gains crucial insights to refine their product offering. This isn't about superficial gestures like hosting networking events or fancy dinners; anyone can do that. Instead, it's about fostering a deep connection between the customer and the product—a relationship that strengthens over time, ensuring the solution continues to meet evolving needs.

In a market like cybersecurity, this type of relationship is crucial. With the industry projected to pass the $200 billion landmark in 2024 [1] and a vast number of vendors competing for attention, it’s not enough to simply provide a good product. This is because of the nature of what our solutions are addressing is relative to trust and risk. Cybersecurity is about enabling our customers businesses, they must feel confident they are investing in the right partnerships for the future.

Building Strong Relationships from the Ground Up

So, how do we develop these meaningful, lasting relationships? It starts with clear communication of the value proposition. Customers need to understand exactly how a solution benefits them. Once that foundation is set, the stage must be set for ongoing, open conversations between the vendor and the customer.

Different stakeholders will require different types of engagement, from the high-level strategic needs of a Chief Information Security Officer (CISO) to the operational concerns of a Security Operations Center (SOC) operator. For this reason, we’ve created tailored interaction points, such as Customer Advisory Boards and User Clubs, to address the unique needs of each group. These platforms allow us to dive deep into strategic discussions while also addressing day-to-day challenges.

Listening is essential, but so is responding. A vendor that promises everything without delivering meaningful results won't foster trust. Sometimes, a straightforward "no" is more valuable than a vague "yes" because it builds credibility and sets realistic expectations. The goal is to make the customer feel heard and to act on those insights—creating a product that truly reflects the needs of the users.

The key to success in this dynamic is access to the right people on both sides. For customers, it's important to feel like they are speaking directly to the people who understand and build the product. This creates a sense of ownership and reinforces the idea that there are real, knowledgeable individuals behind the solution.

The Role of Product Teams in Understanding Customer Needs

I was recently struck by a conversation on Lenny's podcast with Eli Schwartz [2], discussing how AI is reshaping SEO and, more broadly, how it may change the way product teams understand users' needs. While this touches on marketing, the lesson for product teams is even more profound: understanding users’ needs at a deeper level is becoming a critical growth differentiator.

This aligns with Steve Jobs' famous observation: “People don’t know what they want until you show it to them” [3]. Customers may express needs, but it’s the job of product teams to dig deeper, identify the real problems, and propose innovative solutions. Uri Levine ’s advice to “fall in love with the problem” [4] encapsulates this perfectly. It’s not just about building what’s requested; it’s about forging a partnership that evolves with the customer’s needs, to anticipate them.

In cybersecurity, this process is especially important. It’s a complex field, one that has evolved through decades of cat-and-mouse between attackers and defenders. With SMBs (Small and Medium-sized Businesses) facing advanced threats and becoming attractive targets for cybercriminals, it’s clear that no single organization can tackle these issues alone.

The Future of Cybersecurity Partnerships: A Collaborative Approach

The challenges of today demand a new breed of collaboration. SOC Platforms and Security Service Delivery Platforms are emerging as flexible, scalable solutions that enable service providers to manage security on behalf of customers. But the future requires more than just technical solutions. It calls for a deeper level of partnership between vendors, operators, and end customers.

We’re redesigning our products with these partnerships in mind—creating solutions that cater to service providers while keeping the needs of end customers in focus. End users don’t want to check their security products daily, but they expect peace of mind knowing their risk is managed effectively.

This new era of collaboration means meeting the diverse needs of all stakeholders involved. It requires understanding the customer’s challenges at both the operational and strategic levels, anticipating how their practices will evolve, and delivering solutions that address today’s problems while preparing for tomorrow’s.

A New Standard for Partnership in Cybersecurity

The work we’re doing today—investing in true partnerships across the value chain—isn’t just about making better products. It’s about creating a foundation for a collective response to the cybersecurity challenges of tomorrow. By building trust and fostering collaboration, we can work together to ensure the stability of our economies, businesses, and societies in an increasingly digital world.

In cybersecurity, the tools are critical, but the relationships we build around those tools are what will define our success. Together, we can close the gap between what users want today and what they’ll need in the future.

1. https://www.marketsandmarkets.com/Market-Reports/cyber-security-industry-outlook-217338166.html
2. https://open.spotify.com/episode/53uqAzfrPmqlAhQ6qhS1v0
3. https://www.goodreads.com/quotes/988332-some-people-say-give-the-customers-what-they-want-but
4. https://www.goodreads.com/book/show/61131333-fall-in-love-with-the-problem-not-the-solution