Advertisement
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support
Listen to Your Customers: How IT Can Provide Better Support

Check these out next

How to make the move towards hybrid cloud computing
How to make the move towards hybrid cloud computing
David Strom
Picking the right Single Sign On Tool to protect your network
Picking the right Single Sign On Tool to protect your network
David Strom
Business Plan Presentation Template
Business Plan Presentation Template
Jeff Chung
Business Plan Template
Business Plan Template
TheChennaiAngels
8 Steps to Creating a Data Strategy
8 Steps to Creating a Data Strategy
Silicon Valley Data Science
Business Plan Presentation Template - A FlackVentures Example
Business Plan Presentation Template - A FlackVentures Example
Kate Pynn
Data Analytics Strategy
Data Analytics Strategy
eHealthCareers
Developing A Strategic Business Plan
Developing A Strategic Business Plan
Earl Stevens
1 of 39

Listen to Your Customers: How IT Can Provide Better Support

Nov. 4, 2015••
Download to read offline
Technology

For a weibar sponsored by Citrix 11/15. IT needs to provide the best possible support to its end users. Indeed, treating them as your customers is critical. We’ll cover some of the lessons learned from the best and worst customer-facing organizations to see how IT can make improvements in this area.

David Strom
freelance IT writer and speaker, editorial and business consultant at David Strom Inc.
Advertisement
Advertisement
Advertisement

Recommended

Notable Twitter failsNotable Twitter fails
Notable Twitter failsDavid Strom623 views•28 slides
Dell social mediaDell social media
Dell social mediaDavid Strom921 views•18 slides
Big data analyticsBig data analytics
Big data analyticsDavid Strom698 views•15 slides
Advanced Firewalls Progress ReportAdvanced Firewalls Progress Report
Advanced Firewalls Progress ReportDavid Strom Inc.883 views•33 slides
Keeping the customer in mind: a lesson for Telco'sKeeping the customer in mind: a lesson for Telco's
Keeping the customer in mind: a lesson for Telco'sDavid Strom805 views•12 slides
Using OpenStack to Control VM ChaosUsing OpenStack to Control VM Chaos
Using OpenStack to Control VM ChaosDavid Strom519 views•23 slides

More Related Content

Viewers also liked(9)

How to make the move towards hybrid cloud computingHow to make the move towards hybrid cloud computing
How to make the move towards hybrid cloud computing
David Strom•953 views
Picking the right Single Sign On Tool to protect your networkPicking the right Single Sign On Tool to protect your network
Picking the right Single Sign On Tool to protect your network
David Strom•953 views
Business Plan Presentation TemplateBusiness Plan Presentation Template
Business Plan Presentation Template
Jeff Chung•5.8K views
Business Plan TemplateBusiness Plan Template
Business Plan Template
TheChennaiAngels•58.8K views
8 Steps to Creating a Data Strategy8 Steps to Creating a Data Strategy
8 Steps to Creating a Data Strategy
Silicon Valley Data Science•19.5K views
Business Plan Presentation Template - A FlackVentures ExampleBusiness Plan Presentation Template - A FlackVentures Example
Business Plan Presentation Template - A FlackVentures Example
Kate Pynn•8.8K views
Data Analytics StrategyData Analytics Strategy
Data Analytics Strategy
eHealthCareers•24.4K views
Developing A Strategic Business PlanDeveloping A Strategic Business Plan
Developing A Strategic Business Plan
Earl Stevens•148K views
Business PlanBusiness Plan
Business Plan
Akhil Gupta•698.2K views

Similar to Listen to Your Customers: How IT Can Provide Better Support(20)

Cloud services provider sales techniquesCloud services provider sales techniques
Cloud services provider sales techniques
Lori Mankin•625 views
10 characteristics of a successful competitive Citrix Service Provider10 characteristics of a successful competitive Citrix Service Provider
10 characteristics of a successful competitive Citrix Service Provider
Scott Lindars•258 views
assert(CPA < LTV) - the most important line of code (AKA Startup Metrics ...assert(CPA < LTV) - the most important line of code (AKA Startup Metrics ...
assert(CPA < LTV) - the most important line of code (AKA Startup Metrics ...
David Jones•631 views
"5 Keys for Delivering Personalized Marketing" - Merkle + Deckers Brands, Dig..."5 Keys for Delivering Personalized Marketing" - Merkle + Deckers Brands, Dig...
"5 Keys for Delivering Personalized Marketing" - Merkle + Deckers Brands, Dig...
Tealium•1.2K views
Aligning Services, Support, and Success TeamsAligning Services, Support, and Success Teams
Aligning Services, Support, and Success Teams
Gainsight •609 views
Making big data work Making big data work
Making big data work
Ed Thewlis•265 views
Business Meets IT Keynote 24/6/2014 William VisterinBusiness Meets IT Keynote 24/6/2014 William Visterin
Business Meets IT Keynote 24/6/2014 William Visterin
William Visterin•693 views
Driving Conversions Through B2B PersonalizationDriving Conversions Through B2B Personalization
Driving Conversions Through B2B Personalization
Demandbase•423 views
Powering Omnichannel Experiences with Real-Time DataPowering Omnichannel Experiences with Real-Time Data
Powering Omnichannel Experiences with Real-Time Data
Tealium•488 views
Customer Success and Security TechnologyCustomer Success and Security Technology
Customer Success and Security Technology
Gainsight •653 views
CIS 2015 What I Learned From Pitching IAM To My CIO - Steve ToutCIS 2015 What I Learned From Pitching IAM To My CIO - Steve Tout
CIS 2015 What I Learned From Pitching IAM To My CIO - Steve Tout
CloudIDSummit•796 views
Assessing Technology Risk of Small Business - SCORE.PPTXAssessing Technology Risk of Small Business - SCORE.PPTX
Assessing Technology Risk of Small Business - SCORE.PPTX
Linda Kuppersmith•202 views
Tackling the Omnichannel Customer Data ChallengeTackling the Omnichannel Customer Data Challenge
Tackling the Omnichannel Customer Data Challenge
G3 Communications •86 views
eFinancials presentation Virtual Affairs by Enrico Pruis and Michiel Poppen (...eFinancials presentation Virtual Affairs by Enrico Pruis and Michiel Poppen (...
eFinancials presentation Virtual Affairs by Enrico Pruis and Michiel Poppen (...
Virtual Affairs•122 views
Metrics that Matter in the BoardroomMetrics that Matter in the Boardroom
Metrics that Matter in the Boardroom
Cprime•239 views
Webinar: The Innovator's Hypothesis by Michael SchrageWebinar: The Innovator's Hypothesis by Michael Schrage
Webinar: The Innovator's Hypothesis by Michael Schrage
businessforward•2.3K views
itSMF Belgium event 13/5/2015 : ABC for ICT workshopitSMF Belgium event 13/5/2015 : ABC for ICT workshop
itSMF Belgium event 13/5/2015 : ABC for ICT workshop
itSMF Belgium•1K views
Big Data Thinkers: Six Keys for 2015Big Data Thinkers: Six Keys for 2015
Big Data Thinkers: Six Keys for 2015
IBM Analytics•5.6K views
What Going Digital Really Means to IT What Going Digital Really Means to IT
What Going Digital Really Means to IT
MuleSoft•1.2K views
The Digital Transformation of ITSMThe Digital Transformation of ITSM
The Digital Transformation of ITSM
Doug Tedder•329 views
Advertisement

More from David Strom(20)

Spark Twitter fails Mar2023Spark Twitter fails Mar2023
Spark Twitter fails Mar2023
David Strom•6 views
Getting Your First Cybersecurity JobGetting Your First Cybersecurity Job
Getting Your First Cybersecurity Job
David Strom•269 views
Understanding passwordless technologiesUnderstanding passwordless technologies
Understanding passwordless technologies
David Strom•557 views
What endpoint protection solutions are available on the market today?What endpoint protection solutions are available on the market today?
What endpoint protection solutions are available on the market today?
David Strom•124 views
Fears and fulfillment with IT securityFears and fulfillment with IT security
Fears and fulfillment with IT security
David Strom•231 views
Protecting your digital and online privacyProtecting your digital and online privacy
Protecting your digital and online privacy
David Strom•286 views
AI and cyber security: new directions, old fearsAI and cyber security: new directions, old fears
AI and cyber security: new directions, old fears
David Strom•809 views
The legalities of hacking backThe legalities of hacking back
The legalities of hacking back
David Strom•237 views
How to market your book in today's social media worldHow to market your book in today's social media world
How to market your book in today's social media world
David Strom•227 views
​Understanding the Internet of Things​Understanding the Internet of Things
​Understanding the Internet of Things
David Strom•291 views
How to make your mobile phone safe from hackersHow to make your mobile phone safe from hackers
How to make your mobile phone safe from hackers
David Strom•848 views
Implications and response to large security breaches Implications and response to large security breaches
Implications and response to large security breaches
David Strom•642 views
Using social networks to find your next job (2017)Using social networks to find your next job (2017)
Using social networks to find your next job (2017)
David Strom•206 views
Security v. Privacy: the great debateSecurity v. Privacy: the great debate
Security v. Privacy: the great debate
David Strom•1.6K views
Network security practice: then and nowNetwork security practice: then and now
Network security practice: then and now
David Strom•291 views
Biggest startup mistakesBiggest startup mistakes
Biggest startup mistakes
David Strom•243 views
Emerging computing trends 2015Emerging computing trends 2015
Emerging computing trends 2015
David Strom•1.2K views
Marcus Ranum on Bad Idea Zombies Marcus Ranum on Bad Idea Zombies
Marcus Ranum on Bad Idea Zombies
David Strom•579 views
Navigating the PCI Self-Assessment questionaireNavigating the PCI Self-Assessment questionaire
Navigating the PCI Self-Assessment questionaire
David Strom•1K views
Virtual machine security productsVirtual machine security products
Virtual machine security products
David Strom•758 views

Recently uploaded(20)

20230601_FinOps_Meetup_Switzerland.pdf20230601_FinOps_Meetup_Switzerland.pdf
20230601_FinOps_Meetup_Switzerland.pdf
Wuming Zhang•0 views
Deep Dive into Dashboard Components, David CarnesDeep Dive into Dashboard Components, David Carnes
Deep Dive into Dashboard Components, David Carnes
CzechDreamin•0 views
Human Centred Design and Architecting a Solution that stands the test of time...Human Centred Design and Architecting a Solution that stands the test of time...
Human Centred Design and Architecting a Solution that stands the test of time...
CzechDreamin•0 views
Chapter_1_.pptxChapter_1_.pptx
Chapter_1_.pptx
javairiaimran1•0 views
Ape to API, Filip DousekApe to API, Filip Dousek
Ape to API, Filip Dousek
CzechDreamin•0 views
No Such Thing as Best Practice in Design, Nati Asher and Pat FragosoNo Such Thing as Best Practice in Design, Nati Asher and Pat Fragoso
No Such Thing as Best Practice in Design, Nati Asher and Pat Fragoso
CzechDreamin•0 views
How do you know you’re solving the right problem? Design Thinking for Salesfo...How do you know you’re solving the right problem? Design Thinking for Salesfo...
How do you know you’re solving the right problem? Design Thinking for Salesfo...
CzechDreamin•0 views
AviationSolutions-L1-Oct2022.PPTXAviationSolutions-L1-Oct2022.PPTX
AviationSolutions-L1-Oct2022.PPTX
ThinL389917•0 views
20230608-日本SPT研討會＿人工智慧與矯正.pdf20230608-日本SPT研討會＿人工智慧與矯正.pdf
20230608-日本SPT研討會＿人工智慧與矯正.pdf
Yu-cheng Liu•0 views
How to Successfully Implement Revenue Cloud & What CPQ Certification May Not ...How to Successfully Implement Revenue Cloud & What CPQ Certification May Not ...
How to Successfully Implement Revenue Cloud & What CPQ Certification May Not ...
CzechDreamin•0 views
“DEEPX’s New M1 NPU Delivers Flexibility, Accuracy, Efficiency and Performanc...“DEEPX’s New M1 NPU Delivers Flexibility, Accuracy, Efficiency and Performanc...
“DEEPX’s New M1 NPU Delivers Flexibility, Accuracy, Efficiency and Performanc...
Edge AI and Vision Alliance•0 views
Monitoring Automation Performance in Marketing Cloud Engagement, Daniela Vrbk...Monitoring Automation Performance in Marketing Cloud Engagement, Daniela Vrbk...
Monitoring Automation Performance in Marketing Cloud Engagement, Daniela Vrbk...
CzechDreamin•0 views
User adoption: The holy grail of change management, Andre van KampenUser adoption: The holy grail of change management, Andre van Kampen
User adoption: The holy grail of change management, Andre van Kampen
CzechDreamin•0 views
Skill Based Routing – The Complete Manual, Mieszko RożejSkill Based Routing – The Complete Manual, Mieszko Rożej
Skill Based Routing – The Complete Manual, Mieszko Rożej
CzechDreamin•0 views
IBM Sustainability Software - Overview for Airlines (1).PPTXIBM Sustainability Software - Overview for Airlines (1).PPTX
IBM Sustainability Software - Overview for Airlines (1).PPTX
ThinL389917•0 views
Top 5 Tinder secrets of being the most ‘Desirable’ Salesforce consultant no o...Top 5 Tinder secrets of being the most ‘Desirable’ Salesforce consultant no o...
Top 5 Tinder secrets of being the most ‘Desirable’ Salesforce consultant no o...
CzechDreamin•0 views
“Soft Skills” are the new “Hard Skills” – Tips & Tricks for Salesforce Projec...“Soft Skills” are the new “Hard Skills” – Tips & Tricks for Salesforce Projec...
“Soft Skills” are the new “Hard Skills” – Tips & Tricks for Salesforce Projec...
CzechDreamin•0 views
9-current-andfuture-trendsofmediaandinformation-170830071432-converted.pptx9-current-andfuture-trendsofmediaandinformation-170830071432-converted.pptx
9-current-andfuture-trendsofmediaandinformation-170830071432-converted.pptx
Lyka Gumatay•0 views
Why do you Need to Migrate to Salesforce Flow?, Andrew CookWhy do you Need to Migrate to Salesforce Flow?, Andrew Cook
Why do you Need to Migrate to Salesforce Flow?, Andrew Cook
CzechDreamin•0 views
Be kind to your future admin self, Silvia Denaro & Nathaniel SombuBe kind to your future admin self, Silvia Denaro & Nathaniel Sombu
Be kind to your future admin self, Silvia Denaro & Nathaniel Sombu
CzechDreamin•0 views
Advertisement

Listen to Your Customers: How IT Can Provide Better Support

  1. David Strom Lessons for IT from the Front Lines of Customer Support Author & IT Expert
  2. © 2015 Citrix. Moderator James Hilliard Hilly Productions
  3. © 2015 Citrix. Q & A Type questions and comments
  4. © 2015 Citrix. Follow Us #GoToAssistWBR @hillyprods @GoToAssist @dstrom
  5. © 2015 Citrix. Presenter David Strom Editor and IT Expert
  6. © 2015 Citrix.
  7. © 2015 Citrix.
  8. © 2015 Citrix.
  9. © 2015 Citrix.
  10. © 2015 Citrix.
  11. © 2015 Citrix. First you have to listen to your customers!
  12. © 2015 Citrix.
  13. © 2015 Citrix.
  14. © 2015 Citrix. Ask these questions to your “bounceback” customers
  15. © 2015 Citrix.
  16. © 2015 Citrix. Track customer sentiment
  17. © 2015 Citrix.
  18. © 2015 Citrix. Are you asking the right questions?
  19. © 2015 Citrix. Neil deGrasse Tyson
  20. © 2015 Citrix. Build data dashboards
  21. © 2015 Citrix. The worst thing you can do when it comes to customer retention is to over-promise and under- deliver.
  22. © 2015 Citrix. Be honest when a problem occurs
  23. © 2015 Citrix. Use good judgment in all situations
  24. © 2015 Citrix. Or the “IT Crowd”
  25. © 2015 Citrix. Be proactive in all your communications
  26. © 2015 Citrix. Train your customer-facing teams
  27. © 2015 Citrix. Analyze your “leads funnel”
  28. © 2015 Citrix.
  29. © 2015 Citrix.
  30. © 2015 Citrix.
  31. © 2015 Citrix. Know your biggest troublemakers
  32. © 2015 Citrix. Recruit your brand ambassadors carefully!
  33. © 2015 Citrix. Find stupid stuff and fix quickly
  34. © 2015 Citrix. My review in Network World of various social media monitoring tools
  35. © 2015 Citrix.
  36. © 2015 Citrix.
  37. © 2015 Citrix. Q & A David Strom Author & IT Expert http://www.strom.com/ @dstrom James Hilliard Hilly Productions www.hillyproductions.com @hillyprods
  38. Please fill out the survey that appears after you leave the webinar How’d we do?
  39. Thanks for Attending!
Advertisement