Logo: Glance

The Upside: Killer Sales Tips

23 posts categorized "Breaking News"

July 10, 2012

Salesforce.com Acquisition of GoInstant: What it Says About The Cloud and Customer Support

All of us at Glance were excited to hear yesterday the announcement that GoInstant is being acquired by Salesforce.com. Today's Wall Street Journal puts the deal at north of $70 million, while All Things D pegs it at $76 million. We've been watching several big changes in the market over the years and it's great to see our vision for social selling trends and the future of B2B sales and marketing validated by this news.

Marc Benioff's latest move underscores two big shifts happening in today's sales and support space:

  1. Companies large and small are realizing the value of migrating management of their entire customer lifecycle to the cloud -- not just the sales process. We're excited to see the Salesforce juggernaut double down on this trend, both in terms of what it means for the customer service market as a whole and (selfishly?) for ourselves as an AppExchange partner.
  2. Pairing next-generation screen sharing and co-browsing technologies with traditional voice and chat takes customer sales and support to a whole new level of productivity. Instead of wrestling with a heavy-duty web meeting tool like WebEx or GoToMeeting, which can take minutes to download and still not connect, innovative companies realize huge productivity gains by instantly seeing what's being discussed.

The first point is no surprise.  As Salesforce.com continues its push towards enabling "The Social Enterprise," adding screen sharing and co-browsing to customer interactions is a no-brainer.  An instant web demo tool can help companies shorten their sales cycle and boost close rates, sharply reducing their sales and marketing cost-per-close.

Obviously all of us at Glance have a biased opinion on the second point -- the inherent power of super-simple screen sharing and co-browsing. We applaud seeing these services becoming a standard in many enterprises. GoInstant's acquisition proves that regardless of what's happening with "commodity" web meeting services, innovative approaches to lightweight screen sharing and co-browsing can deliver huge value. Eliminating downloads, connecting instantly, and making a service easy to integrate with enterprise tools in the sales and service clouds is the next wave of opportunity in our space.

Looking forward, we see two major verticals where we anticipate more M&A activity. The first is other CRM vendors, like Oracle, Microsoft and SAP.  (Actually, you could say Oracle struck first, with its acquisition of RightNow.)  As Salesforce.com races to roll out new features built from its GoInstant acqusition, competitors will need to respond.  

The second is the call center vertical:  players like Cisco, Avaya and Genesys Labs, who need to move their agent desktops beyond traditional voice and chat, so their customers can also "speak" the rich media language of online sales and support to the world of mobile devices.

Then there are companies like Apple, which has already been testing innovative new ways to engage customers in their online store.  Check them out (from a browser in Europe or Brazil) to experience the future, today.

It's exciting to watch innovations like these disrupt the market. Here at Glance we look forward to being a part of it, providing fast, dependable and secure screen sharing and co-browsing for all.

Rich Baker is the CEO & Founder of Glance

May 04, 2012

Where are YOUR Customers?

 I read an article this week from Forbes magazine (Here's Why Google and Facebook Might Completely Disappear in 5 Years), and a couple of points got me thinking.

Point #1 - the web is dead.  Ok, so that's a bit of an inflammatory point, but it's not the first time I've read that.  The point is that we've all graduated from "looking it up on the web" to "there's gotta be an app for that".  The web is now an infrastructure, and we get where we want by going someplace specific -- it's not as random as it once was.

Point #2 -- from Web 1.0 to Web 2.0 to ... MOBILE!   It's just not news anymore: the world *is* going mobile.  With the proliferation of smartphones and tablets, no worker (white or blue collar) is tethered to a desk any longer - not even a laptop.  I recently read that the majority of new 2-year wireless service contracts are going to tablets.  Gartner predicts that the volume of tablets will almost double this year, and increase by at least 25% again in 2013.  

Having recently attended the AA-ISP Annual Leadership Conference for inside sales professionals, it's clear that many of us still conduct our daily business from an office.. most of the time.  And yet, at the conference, I used my tablet more than my laptop.  I saw conference attendees using their tablets as well.  When I came back, and started calling my customers, I learned that the majority of *their* customers are increasingly asking about tablet access.   Just yesterday, one of my customers made exactly that point, "Our [his] customers are always tight on time, about 50-50 for technically savvy, and absolutely more and more are on smartphones and tablets."

Which leads me to wonder ... where is our selling process headed when we arm our sales people with cumbersome webinar technology with which to meet their customers for an online meeting?  

Are your customers like the one described above?  always tight on time, maybe technically savvy, maybe not, and increasingly mobile?  Or are you lucky enough to have customers with extra time on their hands, lots of technical expertise to pour into your meeting, and tethered?




April 16, 2012

5 Tips for Getting the Most Out of the AA-ISP Leadership Conference #LC2012

Last week I attended the Sales 2.0 Conference in San Franciso with Glance as an Exhibitor. Just prior to the show Matt Heinz had a great post about how to get the most out of the conference. He has a number of great resources such as things you can learn at every show, and you should definately check out his presentation on Managing and Motivating Top Performers if you are going to be at AA-ISP.

In the spirit of "Great Artists Steal", here's my list of things you can do to get the most out of the 2012 Leadership Conference:

  1.  Follow the twitter backchannel - If you are not familiar with Twitter and Hashtags, take the time to learn how they work. The upside is that you'll be able to follow the back channel conversations going on about the presentations. Getting involved in this discussion is the fastest way to network and meet interesting people at an event. Here's an article that goes in-depth on the backchannel.
  2. Don't run with your own pack - It's tough to be "on" for two straight days, but resist the temptation to spend all your time with people you already know, or worse yet, with your co-workers. Go out of your way to have lunch with a table full of strangers and take the time to meet your neighbors in sessions.
  3. Check out the exhibitors - although this one is self serving, it is important to give the show floor a once over to see what's new and interesting. Take the time to learn about emerging tools or concepts. Things like gamification, social selling tools and mindmapping.
  4. Don't let them "keep pulling you back" - I often wonder why some people bother to attend when they spend more than half the time taking calls or answering email. Use this time to get a mental break from your To-Do list, and give your co-workers a rest from you.
  5. Go with a target list - Just to focus your efforts pick a short list (3-5) of speakers, vendors, or other individuals that you know will be at the event that you want to interact with. You may not meet them all, but having a plan will produce the best networking results.

And when you meet a Glance representative, have your phone or tablet ready to see screen sharing in action -- wherever you (or your customers) might be, with whatever equipment is handy.

Glance Sales Director Diane Fonseca likes to cook and will be at the AA-ISP conference in Dallas. Follow her on twitter @DawnLeighF

January 12, 2012

Lucid Meetings Integrates Glance Instant Screen Sharing Into Virtual Meeting Service

Glance emerging as screen-sharing technology of choice for OEMs


Arlington, Mass. January 12, 2012 – Glance Networks (http://www.glance.net), which provides the best instant screen-sharing tool for sales and support professionals, announced today that Lucid Meetings has integrated Glance’s service as part of its offering. Lucid users can now integrate Glance sessions into their own meetings allowing participants access from any device, be it desktop or mobile.

Presenters can start a Glance session by clicking on a “Share” button within the Lucid Meetings interface. No software downloads are required for participants, who are instantly able to view the presenter’s screen.


“We sought a partnership where API development was core to the vendor’s strategy – so that we could integrate it tightly and in turn provide our clients with a screen-sharing solution that was quick, easy and just worked,” said Elise McIntosh, co-founder of Lucid Meetings. “Having tried to integrate other solutions, we knew what we did and didn’t want – and our research led us to Glance. We’re very excited to be the first virtual meeting service to provide this fantastic technology to our users; feedback on this new feature from our early customers has been extremely positive.”


Glance is emerging as the screen-sharing platform of choice for many OEM software and service vendors due to the flexible APIs, its simple yet secure architecture, excellent support for mobile devices, and the fact that no software is required for meeting participants. Other Glance integrations include Salesforce.com and LivePerson.


Tom Scontras, Vice President of Sales and Marketing for Glance, said, “Lucid Meetings is making internal meetings infinitely easier and more efficient, and we think the addition of instant screen sharing will bring huge advantages to their customers. We’re proud to now be a part of their innovative service.”


The Lucid/Glance integration is available immediately to Lucid Meetings customers. To learn more, visit www.lucidmeetings.com.


About Lucid Meetings

Lucid Meetings (www.lucidmeetings.com) is the only virtual meeting service designed to meet the unique requirements of working teams.  Lucid's online meeting service combines state of the art collaboration, communication, and web conferencing software to support professional meeting preparation, a fully collaborative real-time meeting experience, and the creation of rich, actionable meeting records.  Lucid Meetings is based in Portland, Oregon, where its founders have spent more than fifteen years developing and delivering a variety of online collaboration services for working teams and committees.


About Glance Networks 

Glance Networks (www.glance.net) provides the only instant screen-sharing technology that’s integrated with popular customer-facing applications to help companies measurably improve sales and service interactions. Glance enables sales and support reps to launch on-the-fly screen-sharing sessions from directly within the customer applications they’re already using – such as Salesforce.com and LivePerson – and provide managers with real-time reports on the impact those sessions have on sales and customer service metrics. Founded by Taylor Kew and former PictureTel CTO Rich Baker, Glance is headquartered in Arlington, MA and has more than 2,600 customers worldwide including Deluxe Corporation, Reed Business, Constant Contact and InfoUSA.


For more information or to learn more, email sales@glance.net or call 1-888-945-2623 (toll-free USA) or +1-781-316-2596 (international).

October 28, 2011

The New B2B: Belief System-2-Belief System

Traditionally within B2B transactions, buyers were dependent on sellers to provide expert advice; ultimately leading towards courtship, evaluation, and acquisition.

 Of course they could pay consultants or purchase analyst research but ultimately all roads lead back to the seller; even in the Google era search results returned vendor controlled content.

 Conversely social networks promote a free and open exchange of information which continues to drastically impact traditional buyer-seller-relations and associated engagement models.

In other words, the rise of social selling and customer service will not jettison marketing, sales or support organizations however it will create significant challenges. This will happen in the early stages of development where competitive separation, trust and credibility would have been previously established directly through these channels, and in many cases, face-to-face.

 Add to this the record breaking rate at which mobile apps have invaded our work and home lives, or as Rick Segal, Worldwide President at Gyro HSR puts it, making both “a state of mind”; and you begin to get a sense of the broader shifting landscape.

 “(Technology) has changed the way we talk to business decision-makers. Being at work is no longer a place; it is a state of mind, a kind of continuing oscillation that people are making between their work life and their personal life.” – Rick Segal

 Managing home-work boundaries is a continuous effort for many of us, a separation which obviously needs to be maintained; at least until “Generation Z” arrives.

 I’m “GenX”, part of a generation born between the 1960’s and late 1970’s.  Unless your Dad worked at NASA you did not have a computer in your upbringing.

 My nephew on-the-other-hand is “GenY”. 

 He and his friends grew up watching extraordinary innovation change the world.  In fact, as part of a 2007 Strauss and Howe study of Y-students, it was revealed that 97% owned a computer and 94% owned a cell phone. They also found that 76% used instant messaging, of which 92% reported multitasking at the same time.

 And then there are my kids, “Gen Z”; born in the early to mid-1990’s through the early turn-of-the-millennium.

 Generation Z is highly connected, with lifelong use of communications and media technologies, earning them the nickname “Digital Natives.”  They carry smart phones in grade school, text more than talk, and prefer technology for communications; communications which are abbreviated, highly transactional, and out in the open. 

 Gen Z’s don’t think of innovation as their predecessors do; a utility to make life more efficient. Instead, and which makes them extraordinary, they see it as basic need, “Maslow-like”; food, clothing, shelter, and technology. 

 Gen Z’s  currently fall into the age range of 11-21; placing the eldest within the workforce as both buyer and seller later this year, where they will not gasp at the thought of conducting critical b2b discussions socially, nor will they wonder if work-life-balance is out of whack.

 Instead, paired with their Gen Y management team, they will move at speed of Z, ignoring those who cannot keep pace; driving permanent change to B2B and the most fundamental of systems – the belief system.

Maybe this is where we are heading, or maybe not. Regardless, today’s customers have options, they are no longer relegated to call or email a business to gather information.  

Instead they engross themselves in real-time conversations, through various business and social networks seeking answers through peer driven conversation, engaging our business’ as part of their process – at any time, from any device – never hesitating to outwit, or simply ignore our master plan for them.

I suppose this evolution has put us all in a position to make some tough decisions, less traditional, even outside of our own personal comfort zones, possibly way outside. 

Yes, in order for our business to remain accessible, available, knowledgeable, hip, and most importantly competitive; I believe that this is exactly what is going to have to happen.

Or I suppose, we could just put it off for a couple of years and let our kids deal with it.


-Tom Scontras, VP of Sales & Marketing, Glance Networks

September 01, 2011

Glance releases version 2.0 for Salesforce and completes award-winning screen-sharing integration for Sales Cloud, Service Cloud, Chatter and Mobile.

The only real-time, screen-sharing service for customer-facing demos, presentation and support sessions.

San Francisco, Calif. – Aug. 31, 2011 – From Dreamforce 2011 (Booth #701, with partner Bluewolf), Glance Networks today launched version 2.0 of Glance for Salesforce, its award-winning screen-sharing technology. 

The upgrade extends the company’s sales cloud offering to the service cloud, allowing agents to launch collaborative support sessions simply by clicking on a Glance icon appearing on Ad.pic any salesforce.com object.  

Like its initial release, the service automatically tracks and stores all support activity, enabling real-time, accurate reporting; with 2.0 Glance has added new sales and services dashboards, each including six customizable reports. 

Known for its focus on real time engagement, Glance’s version 2.0 also incorporates a 
“mobile join” feature, allowing guests to connect to sessions via any mobile device, including iPad, iPhone, BlackBerry and Android. 

The company has also incorporated Glance for Chatter, a built-in service that automatically updates the status of demos, online presentations or remote support sessions.  Included within the Chat notification is a link to the session in progress; users can simply click and instantly join.

In preparing for the release, the company presented sneak peek opportunities to a select group of industry experts, analysts and clients – as a result, Glance for Salesforce was recently named a “Top 10 App for Salesforce” by DemandGen Report and “A Must-Have Tool for Salesforce.com Users” by Smart Selling Tools. With a user rating score of 4.8 (out of 5), Glance for Salesforce is now one of the most highly rated Apps for sales and service productivity on the AppExchange.

“Salesforce.com customers are looking for means to make their sales and services organizations more efficient and effective,” says Tom Scontras, VP Sales and Marketing at Glance Networks. “It’s simple; our customers want tools that improve real-time communications with prospects and customers. Glance for Salesforce 2.0 completes that picture by consolidating demo, presentation and remote support tools into one simple, integrated service.” 

Reed Construction Data is one of many companies that have already made Glance for Salesforce a key part of their sales and support processes. “We rely heavily on demos as part of our sales process, and are a big Salesforce customer,” explained Lisa Fiondella, Chief Customer Officer at Reed. “Layering Glance on top of our Salesforce implementation has helped Reed significantly boost sales team productivity. To date, with Salesforce.com and Glance we’ve reduced sales cycles by 60 percent and improved lead conversion rates by 40 percent. We’re looking forward to taking advantage of the features in Glance for Salesforce 2.0 in order to expand the benefits beyond our sales group and into the service team.”

Glance will demonstrate Glance for Salesforce 2.0 publicly for the first time at this week’s Dreamforce 2011 conference. The company is co-exhibiting with agile business consulting firm Bluewolf in booth #701. Reed’s Fiondella is a featured speaker in the Bluewolf theater, in a session titled, “Increasing Productivity, Conversion Rates, and Revenue by Integrating Salesforce.com Apps.”

To learn more about Glance for Salesforce, visit www.glance.net or view a demo and more detailed information at the Salesforce AppExchange.

About Glance Networks

Glance Networks (www.glance.net) provides the only instant screen-sharing technology that’s integrated with popular customer-facing applications to help companies measurably improve sales and service interactions. Glance enables sales and support reps to launch on-the-fly screen-sharing sessions from directly within the customer applications they’re already using – such as Salesforce.com and LivePerson – and provides managers with real-time reports on the impact those sessions have on sales and customer service metrics. Founded by former PictureTel CTO Rich Baker, Glance is headquartered in Arlington, MA and has more than 6,000 customers worldwide including Deluxe Corporation, Franklin Templeton, Vehix, Choice Hotels, Ciba Vision and InfoUSA.

 # # #

Glance Networks and Glance are trademarks of Glance Networks Inc.  All other trademarks contained herein are the property of their respective owners.

June 16, 2011

Making Chatter Matter: Glance Launches Integrated Demo and Support Session Tool for salesforce.com’s Chatter

Free add-on to Glance for Salesforce alerts Chatter users about real-time demos and support sessions occurring with the people, prospects and customers that matter most

Boston, Mass. – Cloudforce Boston – June 16, 2011 – At today’s salesforce.com Cloudforce Boston event, Glance Networks (http://www.glance.net) launched Glance for Chatter, a new add-on to its Glance for Salesforce solution that automatically alerts Salesforce users via Chatter whenever impromptu, collaborative selling and support sessions happen with people, prospects or customers they follow.

Glance provides the only instant screen-sharing technology that’s integrated with popular customer-facing applications, such as Salesforce, to help companies measurably improve sales and service interactions.

Glance for Salesforce lets sales and support reps launch sessions simply by clicking a Glance icon that appears on every lead, account, opportunity, contact, case and campaign object.  The deep integration allows Glance’s Cloud Service to automatically track and store session activity, enabling accurate real-time reporting, dashboards and analysis. Now, companies have the option of adding Glance for Chatter.

“Social enterprises that already leverage the Force.com platform and Chatter to facilitate swift communication among team members can really benefit from Glance for Chatter,” said Tom Scontras, Vice President of Sales & Marketing for Glance.

The innovative service automatically posts an update each time a demo, online presentation or remote support session begins. The notification includes a link to the session, which Chatter users can click to join from any computer, iPhone, BlackBerry, Android, iPad, Playbook or other mobile device. 

“People understand the great potential of Chatter,” said Scontras. “We are extending that value by informing the right people at the right time that an event is taking place.  And now they can join those conversations – instantly.”

Glance will demonstrate Glance for Chatter publicly for the first time at today’s Cloudforce Boston event.  Organizations interested in evaluating the integration can schedule a 14-day trial by contacting Glance Networks directly at +1 617-834-4454. 

About Glance Networks
Glance provides the first on-the-fly-demo tool that enables users to launch impromptu sales and support sessions instantly with one click. Designed to foster relationship building in a Sales 2.0 world, Glance solutions are used by thousands of companies worldwide to enhance productivity, shorten sales cycles, reduce costs and close more business. Learn more and sign up for a free trial at http://www.glance.net.

January 17, 2011

Join Glance and Other Savvy Sales Pros at AA-ISP's "Inside Sales 2011", Feb. 10, San Francisco

Register today >>

The American Association of Inside Sales Professionals presents Inside Sales 2011 - San Francisco, Feb. 10 -- the only conference dedicated exclusively to the "front lines" of Inside Sales.

This event will bring together Inside Sales Professionals to learn, share, and network. Tom Scontras, VP Sales & Marketing at Glance Networks, is scheduled to speak, along with Steve Richard, Co-Founder and President, Vorsight, Josiane Feigon, Founder & President, TeleSmart Communications, Brett Wallace, Vice-President Sales, Zoominfo, and many others.

As a platinum sponsor, Glance invites you to join us for a day of Sales best practices in San Francisco!

-- Carla Gates, Director, Marketing, Glance Networks



January 04, 2011

Join Glance at Sales 2.0, March 7-8 | THE Event for Savvy Sales, Marketing, and Sales Ops Leaders

Network with and learn from leading authorities and businesses in the Sales 2.0 industry -- join Images Glance at San Francisco's Four Seasons Hotel, March 7-8 for The Sales 2.0 Conference.

Speakers include Selling Power magazine CEO Gerhard Gschwandtner, "Celebrity CMO" and author, Jeff Hayzlett, and Sales 2.0 author Anneke Seley.

Breakout sessions include topics on next gen sales ops, social selling, new tools to make you more effective, and top trends in compensation and sales performance.

Look for Glance's booth at the conference and stop by and say hi!


December 13, 2010

"Best Thing at This Show!" | Glance Rocks Dreamforce #df10

"Wow!" Mike_giving_demo


"This is the best thing at the show!"

"When can I buy it?"

That's what the Glance team heard all through last week's Dreamforce (Salesforce.com's annual celebration of cloud computing).  Booth #1107 was packed; prospects lined up for our Quota Killer tee-shirt and demos of the new Glance for Salesforce (and to get a look at our Loudmouth golf pants attire); and our Killer Cocktail Kickoff Party at B Bar sold out! Whew!

What's all the fuss about? In brief, Glance for Salesforce allows sales and service reps  to launch demos or engage in collaborative support sessions right from Salesforce.com.  Additionally, the session data collected is stored within Salesforce and can be leveraged in real time reports or dashboards to provide critical analysis of each demo or support call and its impact on your business – rep activity, conversion rates, appointments, pipeline, forecast, deals, etc. No one else has this capability – no one.

If you missed the show, click on the video below for a quick demo.

And, if you REALLY want to relive Dreamforce in pictures, take a look at Glance's Flickr account. See if you see yourself in the pics!

-- Carla Gates, Director, Marketing