I came across this article published by Inc. a while ago and thought it would be good to share here since many of our customers are small businesses but I think this list applies to anyone in any type of career.
Ability to collaborate: delegate, build strong releationships, connect with customers.
Be self-fulfilled: love what you do and your passion will help you be successful.
Future-focused: think not only about today or this year, have the future planned out.
Curious: read, ask questions, learn. When you ask a lot of questions you can uncover more truths.
Tech-savvy: relying on new technology helps businesses succeed. From what I’ve heard from our customers, remote support technology is critical for folks in IT and Software support. In fact, I surveyed our customers and found that by using GoToAssist Express, customers see a productivity increase of 30% to 50%, leading to increased revenues of $50K to $100K a year. That is one strong ROI!
I’ve been looking at a ton of user comments from surveys, UserVoice, etc… and I decided to address an issue that seems to be showing up rather frequently. Many of you might not even be aware that the feature exists. So here it is, a very quick and easy way to setup unattended support when you are on-site, physically at the target machine. Along with the written steps, please take a look at my quick instructional video. I created it using GoView, another great product from Citrix Online.
I’ll be off enjoying a holiday and family activities through the end of the year so the blog will be quiet for a couple of weeks. I do hope you all have a wonderful break and year end. I’ll be back in early January with tales of Legoland, SeaWorld and skateboards (my 3 year old twins have demanded skateboards for Christmas and I am bewildered about how to handle this request. Skateboards can’t be safe for 3 year olds, can they?)
Here’s an inspirational video to entertain you while I’m away. Enjoy and happy holidays everyone.
Join us for an interactive Webinar to hear Jeanne Urichfrom Service Performance Insight discuss the game-changing impact of remote-service delivery on the PS industry. She’ll explore the compelling benefits of remote service and provide best practices for making your PS organization a best-in-class global contender.
We will also be joined by Eric Frank, president and co-founder of NexTec Group. Frank will share with us how GoToAssist® Corporate™ has helped his company provide high-touch services remotely.
This Tuesday, September 15 at 10am Pacific time, we are hosting a webinar with the SSPA on using collaboration as part of your remote support environment. Here are the details for from the webinar invite. If you aren’t able to join live, you can still register (before or after the webinar) and an archived webinar link will be sent to you.
Web collaboration has emerged from the economic ashes of 2009 as a high-impact support technology with a compelling ROI. And it’s no surprise — the benefits of Web collaboration for technical support include improved service levels, reduced operational costs, effective team communication and enhanced customer experience.
Join us for a live Webinar with John Ragsdale, VP of the Service and Support Professionals Association (SSPA). Ragsdale will discuss the business and customer value of Web-collaboration tools and share case studies of organizations that are leveraging this technology to thrive in a tough economy.
During this 1-hour interactive Webinar, you’ll learn:
The 9 functional modules of Web collaboration
How business can use Web collaboration to deliver better customer support
Which Web-collaboration modules deliver the fastest ROI
And more…
Strategies for Developing a Hightly Collaborative Support Environment
Date: Tuesday, September 15, 2009
Time: 10am Pacific, 11am Mountain, 12pm Central, 1pm Eastern
Speakers: John Ragsdale, VP of Research, The SSPA and Brenda Dentinger, Product Marketing Manager, Citrix Online
If you aren’t able to catch the live webinar, you can click the registration link above and view the archived webinar on-demand.
This is a prestigious award coveted by many software companies. Our win is a direct result of votes by consumers of software products and clearly shows our leadership in the remote support market. For more information, you can read our press release.
…GoToAssist Express radio interview that is And it was great, thanks for taking the time and for sharing your love of our remote support product.
If you would like to hear Dave’s Aug 14, 2009 show called “Into Tomorrow”, you can listen by clicking here: Into Tomorrow with Dave Graveline. (I recommend it, he is wonderfully entertaining.) I’m in hour 2, about twenty minutes into the segment.
You can sign-up for Dave’s FREE once-a-week TechNewsLetter and keep an eye on what else “Into Tomorrow” is doing! Just type your Email address in the red box on the right at http://www.graveline.com/.
Join us for a live Webinar to hear John Hamilton, president of Service Strategies, discuss how
technical organizations are adopting industry performance standards and remote-collaboration
technologies to deliver world-class service.
You will hear firsthand how Ultimate Software uses Service Capability & Performance (SCP)
Standards as a foundation for achieving near-perfect customer satisfaction, increased
loyalty and recurring revenue streams using remote support technology.
Attend this Webinar to learn best practices for:
Understanding and measuring service excellence
Driving support efficiency and productivity
Leveraging remote-support technologies
Date: August 20, 2009 Time: 10:00am Pacific
11:00am Mountain
12:00pm Central
1:00pm Eastern
Acquiring new clients is only half the battle for businesses – holding on to them and growing them counts, too. Check out this partial list of 10 tips for improving your client relationship from the TechRepublic blog.
·Have a clear contract with your client. The better the client understands your role, the better they’ll feel about the relationship.
·Be willing to say no. In many cases, clients ask you to do things beyond your capabilities or interests. When these new requests are outside the contract agreement, don’t be afraid to say, “I’m just not qualified to perform this service.”
·Be willing to say yes. After weighing the opportunity the client offers you, say yes to the jobs that are within your capability but will require you to work a little harder than usual. The more work you do on the client’s behalf, the more valuable you become.
·Be a problem solver. Sometimes your activities allow you to see things that can be helpful to the client. Weigh these opportunities, and when appropriate, help (or offer to help) the client solve the problem – even if they didn’t know the problem existed.
·Stay focused. When you deliver what you promised, on time, you build your credibility and enhance your relationships.
Yep, that’s just 5 out of 10. Check out the complete list at Tech Republic.
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And it was great, thanks for taking the time and for sharing your love of our 
