Company Overview

The Institute for Applied Network Security (IANS) is an information security advisory and consulting firm, serving Fortune-class information security teams and professionals with in-depth insights and decision support regarding their most pressing technical and strategic challenges.

Challenge

IANS has a thriving business based on its role as a trusted advisor to Chief Information Security Officers (CISOs).  To position the company for future growth, IANS realized it had the opportunity to strengthen and deepen its relationships with its CISO network to better serve their needs and ensure ongoing competitive advantage.

IANS partnered with Leader Networks to examine the feasibility, and potential impact, of a customer engagement program for CISOs.  IANS chose Leader Networks based on our strategic and tactical approach to engaging customers. As Phil Gardner, Founder and CEO, explains, “We were impressed with Leader Networks’ understanding of the strategic advantage that customer engagement programs can deliver – as well as their pragmatic and methodical approach to driving results.”

Leaders Networks and IANS worked together to:

• Examine the IANS product and service portfolio based on CISO needs for peer-to-peer and peer-to-IANS support and insight

• Explore the ways in which a robust community offering could deliver enhanced benefits to CISOs – while helping IANs advance its business strategy

• Create a phased roadmap for building the CISO engagement program

Solution

To explore IANS’ customer engagement opportunities, we provided a suite of customized research and advisory services:

• Business opportunity and market validation: We examined IANS’ business drivers, core competencies, and strategic plans to identify the best way to advance the company’s relationship with CISOs.
• Voice of the customer: We conducted a needs assessment with CISOs to understand their information requirements and current collaboration processes – and to identify new ways to advance their decision-making support systems.
• Customer engagement roadmap: Based on our findings, we developed an action plan for an IANS Advisory Board – a community of CISOs who can provide insights and market trends to help inform IANS’ strategic direction.

“Watching the process unfold was impressive,” said Phil Gardner.  “Leader Networks follows a careful approach – and that’s a big deal.  Because the process is robust, you know that the insights that emerge are spot on.”

Results

Based on Leader Networks’ findings and recommendations, IANS launched a New York-based Client Advisory Board comprised of CISOs from key accounts.  Because this pilot program is a success, IANS is now replicating the program.  With the Client Advisory Board, IANS is now able to:

• Gain insight on how to scale the business – by tapping the collective and individual wisdom of the CISO community
• Keep its finger on the pulse of the market – by turning to Advisory Board members to gauge what’s relevant and what matters most
• Drive new business – based on Advisory Board members’ trust in IANS’ ability to solve their business challenges

According to Phil Gardner, “We derive an enormous amount of value from the Client Advisory Board.  Our work with Leader Networks laid the groundwork for the success of this customer community.”

“Most people talk about customer engagement and customer communities in vague, intangible ways but Leader Networks gave us clarity and specificity.  We were impressed by Vanessa DiMauro’s depth of insight, process rigor, and attention to detail.  She helped us understand both what to do and how to do it.”
Phil Gardner, Founder and CEO, IANS