Comments on: Citrix Online Rocks When Things Go Wrong

By: Customer Walls « Customers Rock!

Customer Walls « Customers Rock! — Wed, 08 Aug 2007 22:44:25 +0000

[...] I was in Santa Barbara this week and had a chance to see how one company shares their customers’ voices. Citrix Online hosted a tour of their facilities for me. Besides being very employee-centric (one whole wing of their campus was dog-friendly!), Citrix Online is very customer-centric. [...]

By: Becky Carroll

Becky Carroll — Tue, 03 Jul 2007 17:44:54 +0000

Hi Anders,
Thanks for joining in the conversation and sharing your story! Your two points of view are interesting – great product, not great service experiences. This sounds different from the perspective I got from Citrix.

By: Anders Rask

Anders Rask — Tue, 03 Jul 2007 15:34:27 +0000

My small business, RSK Tech, has been customers of Citrix Online for a little more than a year and a half now. We rely on their product GoToMeeting to have sales presentations with our customers. The product works exceptionally well and having tried a number of the competing products in the market it’s obvious that G2M is by far the best. It’s very reasonably priced as well.

However, even though their product is best, my various dealing with their customer service has convinced me that they go they go that extra mile to confuse and frustrate their customers. It’s also my impression that their internal processes are tedious and long-winded only adding cost for themselves and delays for their customers.

By: Becky Carroll

Becky Carroll — Fri, 01 Jun 2007 17:39:27 +0000

Thanks, David. I believe in showcasing the good things companies are doing out there, and there is a lot of good marketing and customer service going on! Citrix is a great example, as you state, of giving something before asking for something. If more businesses thought about their customers that way, we would have more great customer satisfaction stories to share.

Glad to see you here, David. I will be reading your blog, too! Glad to have found it.

By: David Koopmans

David Koopmans — Fri, 01 Jun 2007 04:27:43 +0000

Becky, what a great story and what a great initiative to follow up with the Citrix people to find out more about the program. It’s amazing what can be done with a little lateral thinking and quick action. It is the essence of permission marketing, isn’t it? it is totally focussed, highly relevant and something is given before anything is asked in return. Love it.