SecureWorks Protects Its Growth: The Internet Security Company Employs a Scalable CRM System to Handle Its Growth

By Bailor, Coreen | CRM Magazine, May 2005 | Go to article overview

SecureWorks Protects Its Growth: The Internet Security Company Employs a Scalable CRM System to Handle Its Growth


Bailor, Coreen, CRM Magazine


As an Internet security startup in 1999 SecureWorks relied on homegrown tools comprising an open source database and Web applications that it wrote to access that database. The company handled loads of its customer relationship undertakings off-the-cuff in the beginning, but as interest in the Internet steadily increased, so did the market's demand for the company's security services.

According to Craig Bray, director of operations for SecureWorks, the company sought to automate the entire customer life cycle, including lead generation, marketing programs, sales forecasting, and sales process management. "We have a security operations center where security analysts respond not only to clients' requests, but to an event that happened from things that we monitor. So, we needed a ticketing system and we needed something to service the needs of our sales and marketing team," he says.

But a chunk of its ability to deliver topnotch security levels relies on using iSensor, an information security device that runs an internal firewall, a monitoring system, a proprietary intrusion prevention system, and a remote configuration and management system. To ensure that its staff was armed with customer history, including data registered from iSensors installed at customer locations, SecureWorks needed a solution compatible with its existing technology, while outfitted with an open architecture.

Working with Red Clay Consulting SecureWorks installed the Pivotal CRM software suite. By implementing the solution the company can automate its entire business cycle, can craft targeted cross- and upsell campaigns that it can offer to the appropriate customers at the proper time, and can track which marketing campaigns are successful. "We're able to modulate the amount of times you're going to a cross-sell opportunity so we don't ... saturate them with opportunities, but we're able to start talking to them about cross sell when we determine the right business time to do it," Bray says. In fact, according to Marilynn Mobley, vice president of client advocacy, the tool allows the company to identify customers that meet the criteria for cross-sell opportunities and for how long. …

The rest of this article is only available to active members of Questia

Sign up now for a free, 1-day trial and receive full access to:

  • Questia's entire collection
  • Automatic bibliography creation
  • More helpful research tools like notes, citations, and highlights
  • Ad-free environment

Already a member? Log in now.

Notes for this article

Add a new note
If you are trying to select text to create highlights or citations, remember that you must now click or tap on the first word, and then click or tap on the last word.
One moment ...
Default project is now your active project.
Project items

Items saved from this article

This article has been saved
Highlights (0)
Some of your highlights are legacy items.

Highlights saved before July 30, 2012 will not be displayed on their respective source pages.

You can easily re-create the highlights by opening the book page or article, selecting the text, and clicking “Highlight.”

Citations (0)
Some of your citations are legacy items.

Any citation created before July 30, 2012 will labeled as a “Cited page.” New citations will be saved as cited passages, pages or articles.

We also added the ability to view new citations from your projects or the book or article where you created them.

Notes (0)
Bookmarks (0)

You have no saved items from this article

Project items include:
  • Saved book/article
  • Highlights
  • Quotes/citations
  • Notes
  • Bookmarks
Notes
Cite this article

Cited article

Style
Citations are available only to our active members.
Sign up now to cite pages or passages in MLA, APA and Chicago citation styles.

(Einhorn, 1992, p. 25)

(Einhorn 25)

1

1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

Cited article

SecureWorks Protects Its Growth: The Internet Security Company Employs a Scalable CRM System to Handle Its Growth
Settings

Settings

Typeface
Text size Smaller Larger Reset View mode
Search within

Search within this article

Look up

Look up a word

  • Dictionary
  • Thesaurus
Please submit a word or phrase above.
Print this page

Print this page

Why can't I print more than one page at a time?

Full screen

matching results for page

Cited passage

Style
Citations are available only to our active members.
Sign up now to cite pages or passages in MLA, APA and Chicago citation styles.

"Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn, 1992, p. 25).

"Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn 25)

"Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences."1

1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

Cited passage

Thanks for trying Questia!

Please continue trying out our research tools, but please note, full functionality is available only to our active members.

Your work will be lost once you leave this Web page.

For full access in an ad-free environment, sign up now for a FREE, 1-day trial.

Already a member? Log in now.