Posts Tagged 'Max'

Thoughts on the first GFI Max UK Customer Conference

GFI Max LogoLast Thursday 20th October, 2011 I travelled to the Williams Formula One Conference Centre in Oxfordshire for the first GFI Max UK Customer Conference.

Around 100+ IT Solution Providers and Managed Service Providers attended a full day of Workshops, Seminars and Presentations.

GFI Max Users at the Williams F1 ExhibitionFirstly, the venue was superb. Friendly staff, free and open Wi-Fi Internet connectivity, and if you are a Formula One Racing fan – as many of the attendees were – you’d be in heaven thanks to the exhibition area and F1 memorabilia everywhere. Kudos to GFI Max for finding a venue that was a great Conference location and a lot of fun.

GFI Max General Manager Alistair Forbes kicked the day off outlining the companies growth from Hound-Dog Technology, to their acquisition by GFI Software, to the additions of GFI Max Mail and Monitis to the Max family – through to a look the future product Roadmap.

Some time was then put aside for groups of users to discuss and give feedback to GFI on both product feedback, and service feedback. I wrote recently about GFI’s growing user community, and this session vindicated the fact that GFI users are both passionate about the product, and vocal about what they want it to do! There was almost across-the-board praise for GFI Max’s Technical Support team – who I know first hand are top notch – and a lot of constructive feedback on what GFI Max need to improve on. A really good session that had the room buzzing.

The morning’s key-note speech was given by the Research company, IDC. It was focused on the industry changes involving Cloud services – but was fairly academic in nature and heavy with statistics. I personally felt it missed the mark in terms of relevance to the SMB audience in attendance, and it wasn’t well received by those commenting using the #MAXCC hash-tag on Twitter. That said, others I spoke to after the presentation enjoyed it – so mixed feedback.

GFI Max UK Customer ConferenceTalking of Twitter, I observed a *lot* of positive networking going on between Max users who were using the Conference to cement on-line relationships with face-to-face meetings. I spoke to a dozen or so partners who said they’d like to see the atmosphere of networking, sharing ideas and feedback replicated through regional user group meetings in the future – something I hope GFI will be quick to support their user base on.

The team from the recently GFI Max acquisition of Cloud-Monitoring provider Monitis was also in attendance, demonstrating how their service could help GFI Max customers to monitor and report on Hosted Services. I initially felt an interesting sense of “How is this relevant to us?” from Max partners about Monitis, but as the day grew I saw lots of partners talking about the potential for using Monitis as an offering to their clients. I think the Monitis acquisition is a smart move by GFI as the MSP world moves further towards a Cloud Hosted environment.

The day then broke into two streams, Technical and Business, allowing partners to mix and match sessions.

Before Alistair Forbes closed the day by thanking everyone for attending and their feedback, Autotask CEO Mark Cattini then presented an outlook on the changing face of the IT Solution Provider market. It hit all the right notes, and felt relevant to the audience who weren’t so much interested in statistics, but how the changes affected their business and their clients. A strong way to finish the day.

Throughout the day I was roaming the halls and corridors with my trusty Flip HD camera (more videos to follow) and amongst those I spoke to, towards the end of the day Alistair Forbes was kind enough to record a short video interview with his thoughts on the Conference.

Interview with GFI Max General Manager, Alistair Forbes

Chatting to attendees at the post-event drinks GFI put on, the underlying feeling I picked up on was that the most popular sessions throughout the day were those presented by GFI Max Customers who were talking about their experiences. I’d be interested to see if the feedback GFI Max received matched that observation, as it further suggests Max users want GFI to facilitate their ability to get together and meet, but then direct the topic of conversation themselves.

Overall, the day was a huge success and was very well received by all attendees. It wasn’t without it’s issues – both in timing and some content – but GFI Max have a great community of critical friends who will guide them to improve. I’m going to bet the next GFI Max User Conferences in Europe, Australia and North America take that feedback on-board.

The important thing is that the GFI Max User Community that I recently wrote about has now taken a big step from the on-line world into in-person meetings. I see that Community only growing and getting stronger as a result of this.

 

Richard Tubb is an IT Business Consultant who works with ambitious IT companies who want to grow their businesses in a scalable and sustainable way. He is also a Microsoft UK Small Business Specialist Partner Area Lead (PAL) and the elected chair of the CompTIA UK Channel Community. You can e-mail him atrichard@tubblog.co.uk or connect with him via Twitter and LinkedIn.

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Building a Community – Lessons from GFI Max

One of the ways you can tell if a good product or company is gathering momentum and becoming popular is by how much of a community is building up around that product or company. When people are passionate about something they want to talk to other likeminded people about it.

GFI Max LogoOver the past couple of years, GFI Max is one such company where I’ve observed a growing community of people who want to spend time together talking about the Max RMM tool.

Whilst this isn’t something that has happened entirely by design, it’s not something that happened by accident either.

GFI have helped facilitate their community by providing the GFI Max LinkedIn Forums – a place where Max users can chat, exchange ideas and give feedback to the GFI team – good or bad. Whilst these forums are monitored and members of the Max team participate in discussion themselves, they aren’t moderated in the sense that if a Max client has a gripe about the product or the company that they air with their peers – the GFI team don’t delete the message or shy away from it, they respond to it directly. This attitude towards being open and transparent hasn’t gone un-noticed by the SMB Community.

Members of the GFI Max LinkedIn forums are usually the first people that get to hear about new features and the forthcoming Max Roadmap too, further building a sense that the community is valued.

Earlier this year, GFI responded to a request from the Thames Valley Small Business Specialist User Group led by Chris Timm. The group, which has a high proportion of GFI Max users within it, was looking for a new sponsor, and GFI agreed to step in and help that group continue to grow.

All of these things on their own aren’t enough to persuade people to use GFI Max products. You still need a really good product and service delivery (which I believe GFI Max has). But if all things are equal, and an IT company is faced with choosing between two or more really good products – as is the case in the RMM market populated by GFI Max, Labtech, Kaseya and others – people tend to choose the product that their peers have recommended to them.

You can’t fake this stuff. Building a community of raving fans isn’t something you can acquire. People can tell the difference between a paid endorsement and genuine goodwill towards a company or product. It takes time and it’s not easy. Most IT vendors give up because it’s too hard. They want immediate returns. Those vendors will still sell stuff, because generally their product is good, but retaining clients and as importantly, having clients who will talk about their product to others? That takes commitment.

GFI Max Global Conferences 2011Over the next few weeks, GFI Max will be taking another step towards supporting their community and will be hosting their first GFI Max Global Conferences at four locations across the globe.

The UK Conference takes place in Oxford on October 20th.

The USA Conference takes place in Florida on November 8th and 9th.

Not forgotten, Australia gets it’s Conference in Sydney on December 1st, and Europe has a Conference on November 23rd in the Netherlands.

I’ll be attending the UK Conference on October 20th, and will be looking forward to getting together with a whole load of GFI Max users.

Are you a GFI Max user and attending too? Let me know!

 

Richard Tubb is an IT Business Consultant who works with ambitious IT companies who want to grow their businesses in a scalable and sustainable way. He is also a Microsoft UK Small Business Specialist Partner Area Lead (PAL) and the elected chair of the CompTIA UK Channel Community. You can e-mail him at richard@tubblog.co.uk or connect with him via Twitter and LinkedIn.


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