The CISO and The Customer
Next month Forrester will publish research focusing on the role the customer plays in security planning. Customer attitudes are changing and companies need to recognize these changes or risk losing customers. These changes put enormous attention on the CISO and the security team. But CISOs should also look at this as a big opportunity for CISOs to move from the back office to the front office. Security incidents, managed well, can actually enhance customer perceptions of a company; managed poorly they can be devastating. If customers lose trust with a company because of the way the business handles personal data and privacy, they will easily take their business elsewhere. Sales will fall, stock prices will follow and the CISO will be accountable. CISOs need to improve their security program by focusing on the company’s true customers – the ones that create revenue – clarifying and speeding communications and implementing customer-focused security controls. Look for it next month!