Soma Citrix Customer Assessment Final


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Soma Citrix Customer Assessment Final

  1. 1. Customer Assessment June 17, 2009 Prepared by: Matson Sparling Wendy Soucie Barbara Daniels
  2. 2. Places & Spaces • 77 Citrix Groups • 3 GTM Groups • Most notable – GTM Sucks • 12,729 bookmarks • 152 affiliated groups Blog • Citrix has 20 groups on twitter • @getgreencitrix has 2,247 followers • • @citrixblogs has 1,060 followers • Most viewed blog post has 405,468 views - Citrix has 20 groups on • 845 video results twitter • 45,181 views of top - 13 GoToMeeting Groups video • 609,000 groups • 2,770 results • 6,906 results • 1 unauthorized group has 97 members • Lots of job groups
  3. 3. Challenges & Topics  Challenges: ◦ Cross-platform compatibility ◦ Minimal user technical knowledge ◦ Timely issue resolution  Discussion Topics: ◦ Compatibility ◦ Cost / Billable ◦ Productivity ◦ User Experience ◦ Task-Sharing / Screen-Sharing ◦ Collaboration ◦ Connectivity Issues
  4. 4. Excitement & Frustrations Excitement:  Better Productivity  Allows Backup Technology to significantly reduce travel time and increase efficiency through instant, high-quality issue resolution  Saves Money  Reduces Travel Requirements Frustrations:  Costly  Printing Problems  Slow  Locks Up & Crashes
  5. 5. Influencer Impact Analysis • John Greathouse has 228 connections • Robert Stanke has 500+ connections • Scott Wyden Kivowitz has 41 connections • David Walsh has 22 connections • Deborah Tutnauer has 15 connections • @johngreathouse has 231 followers • @robertstanke has 609 followers • @scottwyden has 897 followers • @davidwalshblog has 1,786 followers • @itsallsuccess has 4,777 followers John Greathouse has ? friends • Robert Stanke has 262 friends • Scott Wyden Kivowitz has 333 friends • David Walsh has 46 friends •Deborah Tutnauer has 132 friends
  6. 6. Influencers John Greathouse John has held a number of senior executive positions with successful startups during the past fifteen years. At Computer Motion (RBOT), he was the CFO and VP of Business Development. At Citrix Online (CTXS - formerly Expertcity), John served as CFO and SVP of Strategic Development. At CallWave (CALL), he served as the SVP of Sales & Business Development. In his capacities at Computer Motion and Citrix, John spearheaded transactions which generated more than $350 million of shareholder value, including Computer Motion’s initial public offering and the sale of Expertcity to Citrix for over $230M. John is a CPA and holds an M.B.A. from the Wharton School. He is a member of the University of California at Santa Barbara’s Technology Management Faculty where he teaches courses on New Venture Creation and Entrepreneurial Leadership. He is also the author of an entrepreneurial advice blog: Tweetstats for @johngreathouse
  7. 7. TweetStats for @davidwalshblog David Walsh is the Founder of Wynq Web Labs, and a Senior Web Developer at Econoprint, Inc in Madison, Wisconsin. He specializes in PHP, CSS, XML, XHTML, ASP, Usability, JavaScript, Ajax, MooTools, jQuery, Accessibility, Apache, Hosting, Domains, MySQL, Web Security, and Email Templating. Tweetstats for @scottwyden Scott Wyden Kivowitz is a New Jersey based photographer who specializes and excels in commercial, fashion and corporate portraiture style photography. A fully digital operation, the approach is to work with clients in a well organized and creative process from pre-productions to final delivery.
  8. 8. Tweetstats for @itsallsuccess Deborah Tutnauer, LCSW, is the Founder and CEO at It's All Success (Creating Abundance From Home). She has 20 years experience counseling and coaching individuals with personal issues and business growth desires. She is a Web 2.0 specialist with an emphasis on Attraction Marketing Methods utilizing Social Media Marketing. Tweetstats for @robertstanke Robert Stanke is an Online Community Management professional who specializes in the design, delivery, and day-to- day execution of enterprise social media strategies. With his broad eleven-years' experience in Information Technology, Marketing, and Brand Management, Robert Stanke understands the tools, tactics, and techniques needed to successfully market your company, products, and/or services across the social web.
  9. 9. Factual Analysis SaaS On-line conferencing / Webinar platforms  Have become 'commodities'  Doesn't generate much user 'passion' or even recommendations  Soho market has incorporated into daily life  Web advertising and deals ubiquitous
  10. 10. Opportunities & Threats • Several “I Hate Citrix” groups exist on Facebook, including one that currently has 351 members. This is both an opportunity to learn from customers who have had serious challenges with the product, and a threat that should not be ignored. • Citrix customers are highly engaged in the Social Web, and their products are the subject of much dialogue. This presents a significant opportunity for Citrix to engage its customers in resolving issues, enhancing user experience and sharing ideas on product development in order to meet their customers evolving needs.
  11. 11. Suggestions 1) Continue to monitor the social web. 2) Leverage customer support forums. 3) Cultivate Product management engagement with customer base. 4) Establish a 'branded' white label social network to accomplish 2 & 3.