Integrity Is Indispensable: Assessing Partnerships and Performance Metrics in a Crisis Response

Integrity Is Indispensable: Assessing Partnerships and Performance Metrics in a Crisis Response

On our third installment of Rapid7’s Remote Work Readiness Series, join us as we reflect on how to leverage partnerships to build trust and mitigate risk. From helping users customize their existing controls to improving vendor relationships, our service and security experts discuss what we can anticipate as COVID-19 continues to shape our security environment.


Reevaluating customer service needs


With the implementations of social distancing and lockdowns, businesses around the globe were forced to adapt their security posture. Initially, the focus for most companies was just keeping heads above water. Short-term changes to customer service focused on reevaluating attack surfaces for employees working remotely. But what about delivering meaningful value over the long haul? For SaaS businesses particularly—which are customer service-oriented by nature—that means solidifying relationships beyond the pandemic.


It’s the job of security leaders to assist customers in leveraging the full capacity of already available solutions. This starts with creating communications and services to help users customize controls to meet evolving needs. Disseminate a guide to help remote workers install agents at home (where they may not have an agent deployment system handy), to improve asset visibility for managers.


The revised playbook for managing security also includes a greater emphasis on empathy. Proactively reach out to customers. Even if you don’t have the answers, touching base is better than radio silence. Make arrangements that focus on sustainability over immediate profit. Be mindful that as dining and hospitality industries suffer, medical and biotech sectors may be overwhelmed by demand. Displaying sensitivity to individual financial circumstances goes a long way toward encouraging positive customer experiences.


Service forecasting: Cloud dependency and potential threats


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