The basics of security and data protection

Data is the most valuable asset of any business. Regardless of your industry, you absolutely need to take care of your data, whether it’s financial reports, medical records or a start-up business plan.

In this article, we will return to the fundamentals of data security, forgotten in the frenzy that has seized the cybersecurity market. We will examine why, despite growing attention to cybersecurity, the number of data breaches is constantly increasing and how this affects data security processes. We’ll also discuss specific steps you can take to increase the security of your sensitive data without relying on multiple, complex security technologies or spending too much of your budget.

Introduction to Data Security

What is Data Security? It is an important part of the overall security strategy. It includes methods for identifying and assessing security threats, and mitigating the risks associated with protecting sensitive information and the underlying computer systems.

Data can flow everywhere freely, and the goal is to develop a data-centric security strategy to control this flow. Data security therefore involves a large and complex set of safeguards against various security issues, such as accidental and intentional unauthorized access, changes that may lead to corruption or loss of data. Modern data protection techniques require developing comprehensive network security, configuring firewalls, securing the web and browsers, implementing security policies, managing risks and even introducing principles of encryption.

A big part of the problem is that organizations often struggle to understand what “data security” really means to them, and what good data security standards are and how to achieve them. Do online invoice need to be saved? Do users have to label each file they create to indicate the type of data it contains? Should remote access to the production database be restricted?

Without a good understanding of the basics of data security  , there is a risk of attempting to protect every file (even outdated versions of product guides) and restricting access to every folder, whether it contains intellectual property or photos from the company picnic.

Why is data security more important today than ever?

There are many reasons to spend time and money on data protection and security. When developing security strategies, modern enterprises face the following challenges:

Cyberattacks. Cybercrime uses various techniques: ransomware, malware as a service, advanced persistent threats, state-sponsored attacks, insider threats, etc. Cybercriminals are having great success. In the first 9 months of 2019 alone, 5,183 breaches were reported, and 7.9 billion documents were flagged as exposed, according to the study called Data Breach QuickView .

As cybercrimes evolve, information protection solutions also advance. It is equally important to implement preventive measures such as firewall configurations limiting suspicious inbound and outbound traffic, and to apply solutions and procedures in the event of a security breach. Current best practice is to assume that you have been the victim of a breach and ensure that you have adequate attack detection and investigation tools and procedures in place, as well as redundancies, disaster recovery and other recovery assistance solutions. Take steps to discover and classify all your critical data, protect data with encryption,

Compliance issues. Businesses are under tremendous pressure from a variety of global data protection laws and regulations. As companies collect sensitive personal information, they must ensure the security of processing operations and the application of controls and security measures.

Organizations that process personal data are subject to compliance regulations, depending on the type of information resource and the company’s industry. The scope of these regulations also includes monitoring the security of third parties, such as suppliers or service providers.

These regulations include personally identifiable information (PII), protected health information (PHI, HIPAA), and payment card information. These include standards such as the European Union’s General Data Protection Regulation (GDPR), Payment Card Industry Data Security Standard (PCI DSS), Data Portability and Accountability Act. (HIPAA), Federal Information Security Management Act of 2002 (FISMA), Family Education and Privacy Rights Act (FERPA), Gramm-Leach Act -Bliley (GLBA). Compliance with regulations is essential for the reputation and financial prosperity of organizations.

The legal regulations are strict. GDPR requirements, for example, require reporting of data breaches. The appointment of a Data Protection Officer (DPO) is also required. At the same time, companies cannot collect personal data without the consent of the data subjects. Financial loss, hefty fines, legal issues, reputational damage, loss of data and disruption of operations are some of the most devastating consequences for a business of a data or security breach, not to mention a loss of investor confidence. and customers. In addition to imposing fines, protection authorities can issue warnings and reprimands,

The good news is that more and more companies are making it a priority to better protect the data they process and store – even if they are often driven by fears of reputational loss and hefty fines. . Additionally, regulatory requirements are often used as a guide in developing a robust data security program.

Three big challenges for data security

The hype around cybersecurity makes companies believe that information security is too complicated for them, but if they buy all these cutting-edge solutions, they will be able to protect their data against the latest cybersecurity threats. It also leads to the misconception that there is a panacea for all possible threats, and that increasing budgets must be devoted to it. However, the top three challenges that can hinder your data security are not related to the lack of artificial intelligence in your wallet.

Challenge # 1. Understaffed IT teams. One of the major problems is that most IT security departments are understaffed. In small businesses, for example, IT administrators typically have to wear multiple hats. Often there is only one IT person responsible for everything from handling downtime to resolving computer issues to protecting sensitive data. Even in large companies, the IT team is so busy that they simply don’t have time to look into the types of sensitive data they store and come up with a plan for protecting it.

Challenge 2. Limited budgets. Many organizations aren’t ready to spend a large chunk of their budget on hiring new hires who specialize in IT security or training their current employees on how to ensure data security. It seems much cheaper and easier to purchase a few tools that cybersecurity vendors claim will protect data against multiple data security threats. This leads to the following problem:

Challenge # 3. Spending on inefficient tools. Companies often don’t know what types of sensitive data they have, where it resides, or whether it’s overexposed. But they buy a whole host of different software to “protect” them. They then find that the technologies they have acquired in haste do not deliver on vendor promises or meet their own expectations. Thus, according to Cybersecurity Ventures forecasts, global spending on cybersecurity products and services reached $ 120 billion in 2018. This figure will cumulatively exceed $ 1 trillion by 2021, corresponding to an increase in spending. overall cybersecurity ratings of 88%!

Basic concepts of data security

Information security is based on three fundamental concepts: confidentiality, integrity and availability.

Confidentiality is based on the principle of least privilege. It consists of preventing unauthorized access to sensitive data in order to prevent it from falling into the hands of the wrong people. To protect privacy, organizations must take adequate security measures, which include access control lists (ACLs), encryption, two-factor authentication and strong passwords , configuration management software, monitoring and alert.

Integrity consists of protecting data against abusive deletion or modification. One way to ensure integrity is to use a digital signature to verify the authenticity of secure content or transactions, which is widely done by governments and healthcare organizations.

Availability is an essential component of data security. Security controls, IT systems and software must all function properly to ensure that IT services and systems are available when needed. If, for example, your financial database is offline, your accountants won’t be able to send and pay invoices on time, which can lead to disruption of critical business processes.

Difference Between Data Security and Information Security

As you study the basics of data security, you may notice that security professionals use the terms “data security” and “information security” with different meanings. What is the difference between data security and information security?

Let’s first look at the definition of data and information. The individual raw facts and details are usually referred to as “data”: tables of raw data for example. For this data to become actionable information, it must be put into context, otherwise it is meaningless and cannot be used for decision making. “Information” therefore has a broader meaning. The different types of information include all types of data processed, for example business communications by e-mail.

The difference between “data protection” and “data security” should also be considered, as these two terms are often confused.

Data protection is about active security practices. It requires tools and procedures to protect data against unauthorized electronic access, modification, accidental disclosure, disruption and destruction. This involves using physical and logical strategies to protect information from data breaches, cyberattacks , and accidental or intentional data loss.

While data security concerns passive administrative measures such as those covering legal aspects (privacy policies, general conditions, etc.). These policies define how organizations process and manage data, especially sensitive data, such as personally identifiable information, payment card data, medical or educational information, etc.

Top 5 Data Security Basics

So what are these basic data security concepts we keep talking about?

1. Assess and mitigate your IT risks

Before you get interested in the data you store, clean it up. Start by analyzing and measuring the security risks related to how your IT systems process, store and authorize access to sensitive and strategic information. Especially:

  • Identify stale user accounts in your directories. You should identify all stale user accounts in your directory structures and work with your colleagues in other company departments to see if they can be removed. Then find out why those accounts were still active and fix the underlying processes. For example, is the IT team notified when employees leave the company or when contract projects are completed? If this is not the case, the associated accounts can remain inactive while retaining their rights to access systems and data. A hacker can quite easily find inactive accounts to target – a quick search on LinkedIn or Twitter, for example, can reveal who has recently left a company.
  • Find users with superfluous administrator privileges. For example, users with administrator rights on their computers can intentionally or unintentionally download and execute malware that can infect many computers on your network.
  • Scan your environment for potentially harmful files. Regularly scan for executables, installers, and scripts, and delete these files so that no one can accidentally open files containing ransomware or other malware.

Your goal when evaluating your configurations is to lock things down, bring order, and stick to the minimum necessary without leaving ill-defined entities or loose configurations.

Selected related content:

2. Take an Asset Inventory

Next step: Make a list of all your servers and the purpose of each one. In particular, you must:

  • Check your operating systems. Check if any servers are running an operating system that is no longer supported by the vendor. With outdated operating systems no longer benefiting from security patches, they are an attractive target for hackers, who are quick to exploit any vulnerabilities in the system.
  • Make sure you have an up-to-date antivirus installed. Antivirus is the “guardian” of your computer system. Antivirus cannot block all types of cyberattacks, but it is an essential first line of defense.
  • Explore other programs and services. You may have programs that you no longer need buried in your hard drive. Useless apps don’t just take up space; they represent a security risk because they may have sufficient permissions to manipulate your sensitive data.

Take the time to do this inventory, it will allow you to identify weak points and security holes that need to be eliminated, as well as other aspects that you will need to address. You will have to undertake this step regularly, once is not enough. But in doing so, you will strengthen the security of your systems and considerably reduce the risk of data leaks.

3. Know your data

You need to examine every corner of your environment and know exactly where sensitive data resides, both in the cloud and on your premises. Remark:

  • Data can be scattered across multiple systems. Remember that your data is your most valuable asset. Organizations often try to protect all the data they have. In fact, not all data needs to be protected equally. You need to focus on the really important data. To do this, locate all the sensitive data you store and classify it so you know why it is sensitive and what is its importance. For example, you need to know what data is subject to each of the compliance requirements you are required to meet, so you can protect it accordingly.
  • Data can be structured and unstructured. Sensitive data is not limited to Word and Excel documents. Many companies store critical customer information in databases, and many business processes rely on this information. For this reason, you need to thoroughly understand the sensitivity of your structured and unstructured data.
  • Data is subject to constant change. Data is dynamic. Every day files are created, copied, moved and deleted. Data classification should therefore be a continuous process.

4. Know who can access what.

Next, you need to look at access permissions:

  • Determine the level of access for each user. Make sure it matches the required access level. A sales representative should not have access to accounting documents. Make sure you control everyone, including administrators, users, contractors, partners, etc.
  • Review access rights regularly. Again, this is not a one-time process. You should regularly review access rights because internal conditions and the threat environment change over time. An account manager’s access to customer billing information should be revoked if that account manager changes role to a support engineer.
  • Establish and maintain an access model based on the principle of least privilege. This limits the damage a user can deliberately or accidentally cause, as well as your attack surface if an attacker takes control of a user account.

5. See what happens

Simply classifying data and knowing who has access to it is not enough to ensure data confidentiality, integrity and availability. You should also be aware of all attempts to read, modify or delete sensitive data, whether successful or unsuccessful, so that you can take prompt action.

Here are some examples of signs that someone is trying to steal sensitive information:

  • Look for suspicious spikes in activity. For example, if someone deletes a large amount of sensitive data, the cybersecurity team should receive an alert and immediately investigate this activity. It could very well be a ransomware attack or a disgruntled employee planning to leave the organization.
  • Look for activities outside working hours. You should keep yourself informed of all actions users take outside of normal business hours, when they assume no one is watching them.
  • Check abnormal VPN access . It is essential that you keep track of every VPN connection attempt. If, for example, you are sure that the users of the financial department never use the VPN, it would be very suspicious if your accountant decides to consult invoices from another network.

By following these data protection best practices, you will significantly improve the security of your data. But most organizations simply don’t have the time to do this. Luckily, they can dispense with it! There are tools and solutions that allow you to automate most of these processes and provide the exact information you need to keep your data secure.

The Best Way to Start a Customer Success Department in B2B SaaS Organization

For a SaaS business to sustain and thrive, it needs to be customer-centric. But how does a company become truly customer-centric? By addressing customer needs and requirements at each step and ensuring they are happy with what they get. This is exactly what Customer Success is all about. It is a technique that ensures that customers are satisfied at each stage of the customer journey.

Considering the importance of Customer Success today, SaaS organizations worldwide have been focusing on setting up Customer Success departments. However, there are still many questions about setting up a Customer Success (CS) team.

We will answer these questions and provide the information required to set up a CS team.

What is Customer Success (CS)?

Customer Success can be defined as the business methodology that businesses apply to reduce the likelihood of customers leaving the business. Simply put, CS is a methodology applied to reduce customer churn. To ensure this, the people in the CS department use different practices to ensure that the customers are satisfied with the product / service.

Their job can be broken down into two primary missions –

Serving as customers’ advocates: They interact directly with the customers and translate whatever they understand to the relevant teams. For instance, if a CS member comes to know that the customer is facing any issue related to the product, the member will forward this knowledge to the product development team . They do this to rectify the problem, so the customer does not face further issues.

Serving as ambassadors of the company: By serving as the ambassadors of the company, members of the CS team make sure that the customers understand the company’s offering better. They communicate the product’s vision and value and how it can help the customer. As they interact directly with the customers, they can better manage upsells, cross-sells, and renewals.

When to set up a Customer Success (CS) department?

As discussed above, the primary objective of CS as a function is to reduce customer churn and improve customer retention, and for every retention, there is an improvement in the net dollar value. So, that is your answer– you need to set up a CS department when you see an increase in your customer churn or when there is a drop in the net value.

You should also be setting up a CS team when –

  • You want to understand the customers throughout the customer journey better.
  • You have a huge customer base, but you cannot provide them with a consistent onboarding experience and thus cannot get the true value from your offering.
  • You wish better to understand your customers and their understanding of your offering. If you find any gaps, the CS team can develop effective strategies (such as tutorials, interactive onboarding, or training) to educate the customers.
  • You want to understand the reason for customer churn and identify the points where it happens the most. Based on this knowledge, it is possible to draft better retention strategies.
  • You want to provide a better customer experience and build healthier, long-term customer relationships.

It is an ideal solution to set up a CS department for all the aspects discussed above.

The inception

The very first thing you need to do is to visualize your ideal scenario. This means that you will have to note down your current status and your needs and expectations from the department. Once this is done, start building an ideal scenario of where you wish to be in the next few years – where you see yourself in the next 3 to 5 years. Make sure that you have set periodic milestones to measure your progress on the way.

Hiring the right team

Now, for your CS efforts to be successful, you must hire the right people for your team. The team is headed by a Customer Success Manager (CSM) and involves people from other departments, including the sales and product development teams.

The roles and responsibilities of the members of the CSM team involve customer onboarding, upsells, cross-sells and renewals, and supporting the customers. In order to fulfill these, they use different tools, and data. Hence, the team members must also be proficient in technology.

When hiring for the CSM team, the main role to be filled is that of a Customer Success Manager. Here is a checklist to follow when hiring a Customer Success Manager –

  • Has very good domain knowledge and understands your product.
  • Has a good understanding of the company’s customer base.
  • Is capable of researching customers and their needs.
  • Can communicate with customers on different platforms.
  • Understands technology and can use it to fulfill their responsibilities.
  • Can analyze and draw valuable insights from customer data .

In a nutshell, you should be looking for a proactive person who can improve how your customer service is delivered. The person should have a comprehensive understanding of the company, the product, and the processes followed and should merge well with all the other teams.

To learn interesting facets about customer success field, please visit SmartKarrot’s podcasts by clicking here .

Now that you understand what you should be looking for in a CSM, your next job would be to start building a functional CS strategy. Here are some key points that your CS team members should know –

Communicate value as soon as possible

Today, customers are looking for immediate gratification, ie, they seek value from their purchase as soon as possible. This is something to keep in mind when designing the product’s communication. CS team members have to make sure that they make it easy for customers to see and benefit from the product right from the beginning, ie, during the onboarding process itself.

But for this to happen, the team members must understand the value. They will have to gain a deeper understanding of the product, the customers, and their needs.   

Focus on onboarding

Onboarding is definitely the most important responsibility of CS teams. While their primary duty is to ensure convenient and hassle-free customer onboarding, it is also important that the new employees joining the team are onboarded properly.

The leaders must ensure that the new employees joining the team are onboarded properly to fit into the team and contribute to its success. Documenting the work, duties, and a well-planned employee onboarding process is helpful.

Start with a leader

When starting a new function, or a new department, you will have to have someone to guide the rest of the people – that is what a leader is. So if you are starting a Customer Success department for your SaaS organization, you should first start by appointing a leader or a manager who will be able to narrow down the team’s roles and responsibilities.

Narrow down the goals

We understand the excitement of starting a new department or a function. You might have a lot of expectations from it, so you establish several goals for the implementation. However, this should not be the case. You should prioritize goals and work towards their achievement to succeed in the Customer Success efforts. This way, your efforts will not be scattered and will become more quantifiable.

Emphasize on collaboration

Collaboration is key to Customer Success. In order to make sure that your CS efforts are fulfilled, there should be collaboration and communication between all the teams and departments within the organization. If there are silos between the departments, there will be a huge impact on the final result. For instance, if the CS team fails to communicate product feedback to the respective team, there will be no action to rectify the problem; ultimately, the end-user will be unsatisfied.

Use of data

Data is of utmost importance for Customer Success, and if the team is incapable of collecting, analyzing, and drawing inputs from customer data, the effort invested will go in vain. Customer data can be used to improve company products, personalize services, and improve the effectiveness of marketing campaigns. The use of machine learning allows you to get the most out of your data by processing huge amounts of information efficiently and quickly. Another consideration is the growing concern of data security. Businesses should ensure they set access levels, such as rule-based access control, for employees that will utilize customer data.

Use the right tools and platforms

When implementing CS, it is always best to make sure that you are guided properly and have the right resources to help you accomplish what you aspire to. Use the right tools for keeping track of the data and communication. At the same time, you can get all the required help from platforms like SmartKarrot to get started with Customer Success.

These are some of the best ways to start a customer success department in B2B SaaS organizations.

Author bio – 

Jyothi Tulasi is tech-savvy and proficient in technical SEO optimization for various SaaS products. She has profound expertise in outreach. She loves connecting to people and singing in her free time. https://www.smartkarrot.com/ .

LinkedIn- https://www.linkedin.com/in/jyothi-tulasi-16090234/