3 key considerations for IT teams at small to midsized firms.How data, security & support should influence platform decisions for tech decision makers.
Visit ReadyTalk at: http://www.readytalk.com/
Banking Solutions: Managing Customer Data to Improve EfficiencyIBM Banking
IBM banking front office solutions help banks solve their enterprise customer management issues; manage data effectively to create a single view of the customer and leverage opportunities of up-sell and cross-sell.
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Banking Solutions: Managing Customer Data to Improve EfficiencyIBM Banking
IBM banking front office solutions help banks solve their enterprise customer management issues; manage data effectively to create a single view of the customer and leverage opportunities of up-sell and cross-sell.
[ I B M] Ibm Banking Overview Final Version For F T UEcom Ftu
Do ông Aaron Axworthy trình bày tại hội thảo "TMĐT-Cơ hội nghề nghiệp trong tầm tay"
Giám đốc mảng dịch vụ tài chính tại 3 nước Vietnam, Laos và Campuchia.
How Intelligent Operations Enables Proactive Data Center ManagementITOutcomes
CIOs often live and die by the data center’s performance and availability numbers.
Nine out of 10 respondents to a 2014 survey of data center professionals showed that service availability is highly critical to their performance.
But at the same time, 41 percent of organizations missed their service availability goals for mission-critical systems in 2013. Not surprisingly, organizations with higher service availability goals were significantly less successful in meeting their goal.
But here’s a new way of thinking about improving data center metrics: IT departments should no longer be concerned with improving system performance and reducing downtime for its own sake. Rather, consider these as metrics for enabling IT to deliver more of what the business needs, when it needs it.
In other words, it’s time to transform infrastructure and application measurements from tactical to strategic metrics.
From reactive to proactive IT management: ProactiveNet
Optimize application performance by learning and baselining application behavior; predicting problems before they occur; pinpointing root cause; and initiating standardized triage and resolution.
Core Banking Transformation: Solutions to Standardize Processes and Cut CostsIBM Banking
IBM Banking Industry Framework for Core Banking Transformation (CBTF) has many assets, tools, methods and accelerators to help banks standardize and link core processes seamlessly and reduce point-to-point interfaces to cut cost and complexity.
The Good, the Bad and the Ugly: A Different Perspective on Identity GovernanceIBM Security
View the on-demand recording: https://securityintelligence.com/events/the-good-the-bad-and-the-ugly-identity-governance/#.VczUMVNViko
In a world where the identity, compliance and security challenges are constantly changing, Identity Governance must continuously evolve. An effective Governance solution should combine the knowledge and mindset of an auditor, a security vendor and of course, the customer.
E.ON Global Commodities, one of the world’s largest investor-owned power and gas companies, faced a number of audit and compliance concerns shared by many other organizations. For example, they needed a solution that recorded the granting, amending and revoking of user access rights to applications, as well as a solution that managed whether internal control process requirements were working effectively at all times. After implementing their new Identity Governance solution, E.ON has better oversight and control of their business processes, as well as the ability to quickly generate reports and answer questions.
Hear our client Carsten Mielke, Head of Service Management at E.ON, and Andrea Rossi, IBM’s guru on Identity Governance and Administration, share insights into the challenges and best practices of Identity Governance, selecting the best solution for your needs, and the details and lessons learned behind E.ON’s real-life identity governance experiences.
In this presentation, you will learn:
-The key trends driving the need for identity governance
-How IBM’s new governance offerings bolster compliance
-Why your business needs identity governance
How Intelligent Operations Enables Proactive Data Center ManagementITOutcomes
CIOs often live and die by the data center’s performance and availability numbers.
Nine out of 10 respondents to a 2014 survey of data center professionals showed that service availability is highly critical to their performance.
But at the same time, 41 percent of organizations missed their service availability goals for mission-critical systems in 2013. Not surprisingly, organizations with higher service availability goals were significantly less successful in meeting their goal.
But here’s a new way of thinking about improving data center metrics: IT departments should no longer be concerned with improving system performance and reducing downtime for its own sake. Rather, consider these as metrics for enabling IT to deliver more of what the business needs, when it needs it.
In other words, it’s time to transform infrastructure and application measurements from tactical to strategic metrics.
From reactive to proactive IT management: ProactiveNet
Optimize application performance by learning and baselining application behavior; predicting problems before they occur; pinpointing root cause; and initiating standardized triage and resolution.
Core Banking Transformation: Solutions to Standardize Processes and Cut CostsIBM Banking
IBM Banking Industry Framework for Core Banking Transformation (CBTF) has many assets, tools, methods and accelerators to help banks standardize and link core processes seamlessly and reduce point-to-point interfaces to cut cost and complexity.
The Good, the Bad and the Ugly: A Different Perspective on Identity GovernanceIBM Security
View the on-demand recording: https://securityintelligence.com/events/the-good-the-bad-and-the-ugly-identity-governance/#.VczUMVNViko
In a world where the identity, compliance and security challenges are constantly changing, Identity Governance must continuously evolve. An effective Governance solution should combine the knowledge and mindset of an auditor, a security vendor and of course, the customer.
E.ON Global Commodities, one of the world’s largest investor-owned power and gas companies, faced a number of audit and compliance concerns shared by many other organizations. For example, they needed a solution that recorded the granting, amending and revoking of user access rights to applications, as well as a solution that managed whether internal control process requirements were working effectively at all times. After implementing their new Identity Governance solution, E.ON has better oversight and control of their business processes, as well as the ability to quickly generate reports and answer questions.
Hear our client Carsten Mielke, Head of Service Management at E.ON, and Andrea Rossi, IBM’s guru on Identity Governance and Administration, share insights into the challenges and best practices of Identity Governance, selecting the best solution for your needs, and the details and lessons learned behind E.ON’s real-life identity governance experiences.
In this presentation, you will learn:
-The key trends driving the need for identity governance
-How IBM’s new governance offerings bolster compliance
-Why your business needs identity governance
Cloud based security threats with present challenges and opportunities for ma...eSAT Publishing House
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This white paper will explore the benets of a hosted IT infrastructure
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The Cloud Computing offers various benefits for the businesses. Here are some of the key factors for SMB's must consider all these aspects before Cloud implementations.
Server virtualization upends this serial relationship. With server virtualization, a
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Cloud Computing IT Lexicon's Latest Hot SpotTech Mahindra
Cloud computing, a highly flexible deployment model is emerging because of enhancing interdependence of business and IT. Effective and efficient resource sharing, interconnecting between people, department and companies is possible because of this emerging technology. Cloud computing also provides a stable environment where Telcos can improve business outcomes by leveraging their experience in offering IT centric managed services. Though not without its flaws, cloud computing looks to change the way companies do business in the near future.
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The Evolution of Meeting Rooms: 5 Secrets to a Dongle-Free ExistenceReadyTalk
Meeting rooms are constantly evolving. Companies are having to adjust to the competitive pressures and pace of change in the market, while employing new workers with different expectations on how they want to work.
When tasked with developing a presentation for a webinar or virtual meeting, most of us default to creating a PowerPoint deck that we’ll use as the visual element. But what if you weren’t limited to this medium? What if you could add other visual components to capture your audience?
Learn how to take your webinars to the next level and engage your audience!
If you’re in IT, you probably know about the frequent, time-consuming troubleshooting that low quality conferencing platforms demand. Poor audio quality, dropped calls and other network issues are all in a day’s work.
But beyond the amount of time your IT team spends resolving these issues, do you know about the direct impact that sub-par virtual meeting technology can actually have? Or how the widespread the effects of this software can be on the entire business?
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With 2014 coming to a close and 2015 kicking off with a bang, check out the features and services ReadyTalk released in 2014.
ReadyTalk gives you all the confidence that’s been missing in online meetings and webinars. Our platform delivers serious collaboration technology, supported by expert service you didn’t think was possible. Our passion is perfect meetings and presentations.
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an outstanding customer experience every time. There’s no software for users to download, and no worries that technology will ever get in the way of your meeting or presentation. You and your team can focus on having a rewarding business engagement every time.
Can you hear me now? Capturing the Attention of a Virtual AudienceReadyTalk
Presenting to a virtual audience can be intimidating even for those who are well-versed in public speaking. As a presenter on a virtual event or webinar, you are competing for your audience’s attention with distractions outside of your control – email, chat and the Internet are all available at your audience’s fingertips. How can you ensure that your message is being heard? How can you ensure you’re providing leadership and value?
Learn tips and techniques that can be used by speakers and moderators to educate, entertain and maintain the attention of your virtual audience.
-Discover how to be a better speaker in a remote environment
-Learn new moderator tactics
-Develop a visual presentation that complements your message
-Uncover the value in presenting from a thought leadership perspective
Thought Leadership--What is it and how do I become a leader?ReadyTalk
Utilizing webinars can be a valuable marketing tactic, but they can also detract potential customers. Many companies tend to make the same mistake over and over again--they advertise a webinar on a specific topic, and ultimately end up talking about their own company for most of the presentation. Unless you advertise that the webinar will focus on your products, stay focused on the specified topic and earn the trust of potential prospects through thought leadership. Learning to become a thought leader is especially vital during the early stages of a marketing campaign and demand generation. This slide deck explains the difference between thought leadership and a sales pitch. It also includes 5 ways to become a thought leader and help prospects succeed in their industry.
Marketers put a lot of time and resources into their content – especially when it comes to webinars. Webinar fatigue has slowly crept in and getting your content noticed in this format has become increasingly challenging. So how do we re-energize our events?
Since webinars are core to our business at ReadyTalk and also a part of our lead gen efforts, we had to ask ourselves the same question. This month, we are teaming up with the content marketing experts at Scripted to cover some fresh approaches to the traditional webinar format and the content that’s included. We’ll discuss:
Crafting webinar content that gets you leads vs. just views
New webinar format ideas to not only capture registrants, but attendees
How to crowdsource your next webinar topic
Webinar inception – use this tactic to get the most milage from your content
Beyond the Slide Deck: Creating & Delivering Great PresentationsReadyTalk
Presentations are critical communications events for companies, because they're always given to inform or persuade, and the result of a presentation is almost always a decision. For these reasons, the quality of the presentation content, materials and presenting skills are major factors in achieving the desired results from a presentation.
A great presentation persuades and inspires; a poor presentation damages confidence in the ideas and the organization behind them. This webinar examines the three critical success factors for presenting - content, medium and delivery - and provides practical advice on optimizing each of these dimensions in your presentations.
Streamlining the Sales Cycle with WebinarsReadyTalk
Webinars have long served as effective lead generation tools, but their value isn't limited to just lead generation. Webinars can provide value across the entire sales cycle.
This presentation will consider the typical sales cycle - Needs, Discovery, Consideration, Decision and Review - and share insight on how to produce webinars specifically designed to help move prospects through each phase faster. We’ll discuss:
- What a webinar might look like in each phase
- Mapping webinar topics based on existing customer personas
- Examples of B2B companies using these tactics successfully
ReadyTalk + HubSpots: Secrets to a Successful WebinarReadyTalk
Walk through the steps and tricks to a five-star webinar, brought to you by HubSpot and ReadyTalk
Every business should be producing webinars to generate leads. Webinars are an efficient commercialsway to present large amounts of visual information, and they can produce high-quality leads. However, knowing where to start can be confusing.
HubSpot and ReadyTalk have partnered to walk you through webinar production from start to finish to help you make your next webinar a success. We'll also reveal some pro webinar tips that only the experts are using today. Register for this webinar to learn:
Why webinars are a powerful marketing tactic
Tips on making your webinar flawless
How to repurpose webinar content to get more leads long-term
Spaces are limited so reserve your spot now
Lights, Camera, Webinar! The Anatomy of a Blockbuster WebinarReadyTalk
In many ways great webinars resemble blockbuster movies: They are much anticipated, have a great box office turnout, generate buzz and provide lots of great follow-on marketing opportunities. Not surprisingly, they are also produced using a very similar process.
Coming soon to a computer near you - Demand Metric and ReadyTalk are teaming up to talk about how exceptional webinars are formed – the anatomy of a great webinar. Demand Metric chief analyst, Jerry Rackley, will discuss the pre-production, during and post-production phases of bringing your message from the small screen to critical acclaim for both prospects and key stakeholders in your organization.
Don’t miss this special screening and learn how to:
Develop and build the structure of a successful webinar
Deliver a contagious, buzz-worthy presentation
Get people talking about your event, before and after
Execute a highly effective follow-on plan for leads
Discover how small business can make the most of limited budgets, common and costly marketing mistakes to avoid, especially with Social Media, how webinars can be a successful part of your marketing mix, specific steps for a successful social media marketing plan and 7 "must-haves" for your marketing success plan for 2013
Interested in ReadyTalk for webinars? http://www.readytalk.com/products-services/webinars
Webinar Planning & Execution Best PracticesReadyTalk
In this guide, ReadyTalk and the American Marketing Association (AMA) share best practices, tools and samples for planning and executing a successful web event. Use this information-packed document as a supplemental guide to help make web events a great experience for you and your audience.
How Webinars Can Fit into Your Content MarketingReadyTalk
In this webinar, experts will discuss webinar-related case studies from their team of reporters, along with an inside look at their own webinar efforts.
Their philosophy is to provide value to an audience (not push a product to prospective customers) with every webinar they conduct. Join us on May 31st, and hold them to that promise. Specifically, they'll discuss the three crucial phases of a webinar, with the goal of giving you (at the very least) one solid takeway to improve your own efforts:
Before: Developing webinar content and pre-event promotions
During: Managing the event in real-time and providing value to the audience
After: Reusing content and getting feedback
The One-Two Punch of Effective Lead NurturingReadyTalk
Only 5 to 10 percent of your marketplace is ready to buy right now. To ensure that the remaining 90 to 95 percent eventually end up in your pipeline, you need to engage in value-driven lead generation and nurturing. In this presentation, Brian Carroll, Executive Director of Revenue Optimization at MECLABS, will describe the key components of a successful content-driven lead engagement approach.
An accurate, on-target database: Find out how you can reach the right people in the right companies. Get easily actionable tips to grow your lists with
Content they’ll eagerly consume and share: Learn how to engage and nurture prospects throughout the sales cycle. Discover how to strategically stretch resources by repurposing engaging content and learn it all from real-world examples.
Gain strategies to:
-Build a powerful database and keep it that way
-Keep prospects engaged by providing the content they really want
-Make the most of your content resources
How can you get the word out about your webinar series without spending thousands of dollars in time and effort?
In this hour long webinar, Sharon Burton will show you how to write up your webinar description that captures the attention of your target audience. She will then cover specific steps for getting the word out to possible attendees and maximizing your registration. At the end of this webinar, you will know how to:
-Write compelling webinar descriptions
-Find the markets you want to reach, (and do it effectively)
-Increase your attendance by 25%
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Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
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Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
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Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
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Web Conferencing for SMBs
1. 3 Web Conferencing for SMBs
3 Key Considerations
for IT Teams at Small to Midsized Firms
How Data, Security & Support Should Influence
Platform Decisions for Tech Decision Makers
Presented by Sponsored by
R E P O R T
2. Web Conferencing For SMBs:
3 Key Buying Considerations For
IT Decision Makers
Web conferencing over the past decade has grown There are a number of reasons for this trend. Travel
from a niche market to a mission-critical business costs, combined with the growing prevalence of
tool: According to a 2012 Frost & Sullivan study, 62% remote work and distributed, virtual workplaces,
of companies now consider Web conferencing a “very make Web conferencing essential for collaboration
important” business technology. 1 and business productivity. This is especially true for
small and midsized businesses (SMBs) with tight
budgets and limited resources.
Technology vendors have been quick to capitalize on
the growing popularity of Web conferencing services
of companies now
within the SMB market: Currently, at least four dozen
consider Web
vendors offer Web conferencing tools. 2 These include
conferencing a
a large number of free or low-cost services that vary
“very important”
widely in terms of their functionality, security and
business technology.
customer support options.
1 http://www.slideshare.net/FrostandSullivan/web-conferencing-stays-strong-in-a-down-market 2 http://en.wikipedia.org/wiki/Web_conferencing#Software_and_service_providers
Web Conferencing For SMBs: 3 Key Considerations For IT Teams At Small To Midsized Firms
2
3. Web Conferencing:
The SMB Dilemma
These Web conferencing providers, and the vast This paper will discuss how and why each of these
array of services they provide, represent both an issues plays a role in the Web conferencing vendor
opportunity and a dilemma for SMB information selection process, and it will also highlight specific
technology organizations. features or capabilities in each area that distinguish
best-in-class Web conferencing solutions.
At first glance, many of them deliver significant value
by combining low cost (or no cost) services with Other factors than the ones discussed here will play
adequate feature sets. In the long run, however, many a role in the selection of a Web conferencing vendor,
SMBs discover that these services create long-term including platform support and the availability
security, reliability, management and support issues of specific features. Yet for SMB IT professionals
that offset any short-term cost savings. As a result, weighing a solution’s long-term total cost of
these businesses’ IT decision-makers must decide ownership, these three factors play a decisive role
whether to migrate away from their current Web — especially given the inability of many providers to
conferencing provider – and then decide how to select meet basic service standards in one or more of
a cost-effective alternative vendor. these areas.
This white paper will look at three issues of particular
concern to SMB information technology professionals
weighing the pros and cons of a new or different Web
conferencing solution:
• Data and application security
• Management and administration
• Support, service and customer care
Web Conferencing For SMBs: 3 Key Considerations For IT Teams At Small To Midsized Firms
3
4. Security: A Vital Concern For Physical security. Every cloud-based
SMB Technology Decision Makers service, including Web conferencing,
depends upon its ability to protect
Most SMB technology professionals agree that customer data against physical intrusions
security is a critical issue. In fact, according to a
and possible disruptions due to accidents
2010 Symantec study, SBMs rank data loss and cyber
attacks as their most serious business risks. Today, or natural disasters. Key features to
IT organizations spend an average of two-thirds of look for include the use of ISO 9001:2000
their time on information protection, yet certified data centers; 24/7/365 staffing
problems persist: 42% of the companies surveyed
have lost confidential or proprietary information to and monitoring; multiple layers of physical
a security breach, and 74% are concerned they will security; and the use of redundant
experience such losses in the future.3 power-grid connection points and
backup systems.
These are sobering statistics, and they emphasize a
fundamental truth: Every SMB technology purchasing
decision must consider the security impact of the Data security. Web conferencing
product or service being purchased. users frequently upload confidential
Web conferencing tools vary widely in terms of their documents, session recordings,
security capabilities, and it is not always clear how presentations and other information that
a particular provider deals with security issues. is subsequently stored on a provider’s
Therefore, transparency is the first trait that defines
servers. This data should be protected
a best-in-class Web conferencing solution – a
willingness to explain to customers precisely what in transit by the use of appropriate
measures are being taken to secure customers’ data. standards, such as SSL/HTTPS network
encryption. In addition, data stored on a
The second trait that defines best-in-class Web
conferencing security is a sophisticated, multi- provider’s servers should be protected
layered approach to data security. This includes the using the strongest possible encryption,
following capabilities: such as the AES-256
of the companies surveyed bit standard currently
have lost confidential or
42% proprietary information to a
security breach, and
recommended by the U.S.
National Security Agency.
are
concerned
74% they will
experience
such losses
in the
future.
3 http://www.slideshare.net/symantec/2010-smb-information-protection-survey
Web Conferencing For SMBs: 3 Key Considerations For IT Teams At Small To Midsized Firms 4
5. Application security. The purpose of a Web Security management. As the following
conferencing solution is to share information; section of this paper will discuss, a best-in-class
Web conferencing solution will support a rich set
the key is controlling where, when and with of management and administration features. These
whom this information is shared. A best-in-class capabilities extend to security; administrators should
Web conferencing solution accomplishes this in be able to disable features on a global or per-account
basis in order to:
several ways:
• Using appropriate log in and authentication • Prevent users from uploading slides to a Web
procedures, including unique user access codes, to conferencing session
manage access to individual conference sessions;
• Require users to delete slides when a
• Assigning different levels of access based on a conference ends
user’s role and the meeting organizer’s preferences
(by, for example, limiting access to screen- or • Disable application sharing, desktop sharing and/
application-sharing features); or remote control of a desktop
• Allowing meeting organizers to assign and revoke • Disable the ability to assign a co-presenter within
access privileges on the fly as required for a a conference
particular meeting or event;
• Supporting the ability to disconnect individual On an individual basis, none of these capabilities will
users, lock or unlock conferencing sessions, and ensure adequate security for a company’s data or
control user listening/audio settings as necessary applications. Taken together, however, they give an
to protect sensitive business discussions. SMB technology team the ability to implement a Web
conferencing solution without sacrificing security or
placing an organization’s proprietary data at risk.
Web Conferencing For SMBs: 3 Key Considerations For IT Teams At Small To Midsized Firms
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6. Management And Administration:
Lightening the Load on IT
Web conferencing management and administration More specifically, a best-in-class Web conferencing
covers a wide variety of capabilities intended to solution will offer the following management and
simplify an IT organization’s implementation and administrative features:
support requirements. As with security, these
capabilities represent a very real source of trouble
and expense: According to Gartner, Inc., about 80% • Application integration. Users and IT
of total IT costs occur after the initial purchase of a organizations alike benefit from Web conferencing
product or service. 4 tools that integrate with other collaboration
and business productivity tools. This is typically
In general terms, Web conferencing management done via “one click” meeting support from within
and administration is relevant to an IT organization applications such as Microsoft Outlook and
for two reasons. First, the right set of management salesforce.com.
capabilities empower users to do things they might
otherwise ask the IT department (or their co- • Event tracking and management. Users should be
workers) to do for them. Given the time and resource able to organize, manage and promote multiple
constraints SMB IT teams typically face, these meetings or events without having to ask their IT
capabilities have obvious advantages. organizations for additional tools or application
support. This includes the ability to create and
Second, a Web conferencing service should provide deploy customized event registration forms;
administration tools that allow an IT organization to send automated reminder email to participants;
perform necessary tasks quickly, efficiently and with promote events via social media platforms; and
minimal duplication of effort. They should also give IT integrate meeting data with marketing campaign
decision-makers an appropriate level of visibility into tracking tools.
service usage, billing data and other key metrics.
• Interactive content deployment and management.
Users should be able to follow up meetings
with surveys or email; or to edit, distribute and
archive call recordings quickly and easily, without
requesting assistance from the IT staff.
4 http://www.networkalliance.com/your-advantage/understanding-technology-costs
Web Conferencing For SMBs: 3 Key Considerations For IT Teams At Small To Midsized Firms
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7. • Account-level control and administration.
IT administrators, or a designated Web conferencing
service admin, should be able to add, edit and/
or delete users from within a simple, Web-based
90 employees
interface. This control should also extend to the
creation and revocation or user access codes.
• Comprehensive reporting and account management
tools. A Web conferencing solution should allow IT
staff to view and download detailed user information,
invoicing and expense-reporting data, and real-time
usage reports.
of all SMBs employ fewer than
The Human Factor: Customer five full-time IT employees.
Service and Support
End-user support is a familiar (and often troublesome)
responsibility for IT organizations. Given the time and
resources required to support endpoint devices and
in-house applications, the last thing an IT department
80%
needs is an additional support burden associated with
Web conferencing technology.
This is especially true for SMB IT teams, where
resources may already be stretched to the breaking
point. According to a 2009 SpiceWorks study, the
average SMB supports 90 employees and nearly 160
endpoint devices – yet 80% of all SMBs employ fewer
than five full-time IT employees. 5
5 http://sellingtobigcompanies.blogs.com/files/state-of-smb-it-august-2009.pdf
Web Conferencing For SMBs: 3 Key Considerations For IT Teams At Small To Midsized Firms
7
8. This makes it especially important for SMBs to work
• Operator-assisted services. Most users, and
with cloud-based service providers, including Web
most situations, do not require operator-assisted
conferencing providers, with strong customer
Web conferencing services. For business-
support offerings.
critical meetings, however, or for events with
large numbers of attendees, professional help
One might expect any cloud-based IT service provider
should be available to manage calls, monitor call
to be up to this challenge, given these firms’ reliance
quality, provide on-the-spot technical support,
on a recurring-revenue business model that makes it
and perform other necessary tasks. A best-
easy for unhappy customers to switch providers. In the
in-class Web conferencing service will also
Web conferencing market, however, the proliferation
provide access to optional services such as call
of low-cost, no-cost and consumer-focused offerings
transcriptions, closed captioning and assistance
(a market where service and support expectations are
with audience question-and-answer sessions.
generally low) has turned customer support into a hit-
or-miss affair.
• Responsive customer support. Real-time or
near-time (e.g. email) vendor support can make
For SMBs seeking a more stable and supportive IT
the difference between success and failure for
environment, a Web conferencing solution should offer
a Web conferencing investment. Inadequate
several key service and support features:
or unresponsive support will prompt users to
turn to alternative support resources – formal
support from in-house IT or informal support
• Comprehensive — and free — training. High-
from colleagues. Either way, a SMB pays the
quality training resources have a major impact on
price, in terms of lost productivity or wasted
end-user productivity and on an IT organization’s
IT resources.
in-house service and support burden. A provider’s
training resources should be readily available,
• Robust self-service support resources.
well-organized and comprehensive enough to cover
Self-directed support, including FAQs and
a wide variety of skill levels and usage scenarios.
knowledge base articles, can provide an effective
Needless to say, these training resources should
first line of support for end users with common
also be available free of charge, as part of a normal
or easily resolved issues. When vendor self-help
SMB subscription package.
resources are inadequate, however, users will
again turn to in-house IT or colleagues
for support.
Web Conferencing For SMBs: 3 Key Considerations For IT Teams At Small To Midsized Firms
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9. Conclusion
The Search for Long-Term Value
SMBs today recognize the value of Web conferencing
tools: According to a 2012 SMB Group Study, 58% of
midsized firms and 38% of small firms say they rely
upon these types of online collaboration tools. Yet
58% and 38%
the same companies are often searching for better
solutions, as indicated by the fact that nearly half of the
of midsized firms of small firms
respondents to this study said they were “satisfied” or
“very satisfied” with their current providers. 6 rely upon these types of online collaboration tools.
These companies face two priorities: Establishing
a clear set of criteria for selecting a new Web
conferencing provider; and ensuring that their new
provider delivers long-term business value. Using
the three criteria described in this white paper, SMB
IT groups can ensure that they are able to satisfy
both priorities – and that they are able to provide end
users with a secure, easy to manage and adequately
supported Web conferencing solution.
6 http://www.slideshare.net/smbgroup/2011-smb-collaboration-study-hlighlight
Web Conferencing For SMBs: 3 Key Considerations For IT Teams At Small To Midsized Firms
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10. About
About ReadyTalk
Hosting a webinar shouldn’t be rocket science. Audio and Web conferences aren’t brain
surgery. And, customer care doesn’t include a system of beeps and prompts. It should be
user friendly, reliable and supported by a team of professionals, which is exactly what we
deliver.
From small virtual meetings to large web events, ReadyTalk provides audio and Web
conferencing services that are affordable and easy to use, so you can focus on the
substance of the meeting, not the technology behind it. And, when you do call us with a
question, afterwards we want you to hang up the phone and say, “Wow, that was good
customer service” and tell someone else.
ReadyTalk
1900 Sixteenth Street
Floor 6
Denver, CO 80202
P: 800.843.9166
sales@readytalk.com
About Demand Gen Report R E P O R T
Demand Gen Report is a targeted e-media publication spotlighting the strategies and
solutions that help companies better align their sales and marketing organizations, and
ultimately, drive growth. A key component of the publication’s editorial coverage focuses
on the sales and marketing automation tools that enable companies to better measure
and manage their multi-channel demand generation efforts.
Demand Gen Report
411 State Rt. 17 South
Suite 410
Hasbrouck Heights, NJ 07604
P: 201.257.8528
info@demandgenreport.com
Web Conferencing For SMBs: 3 Key Considerations For IT Teams At Small To Midsized Firms
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