WOW!!!! I have never had the warm fuzzy you have experienced with the *many * account managers we have had over the years. Our current one even ignored requests from the VP of my division until she said screw it and called Column (yeah I am still pissed about this). I question if that was the intent; to have us call Column. For awhile the AM(s) would bring Column with them and when we asked for a quote from BMC they would punts us to Column. My manager had to finally make it very clear that we pay BMC for support and we expect to work with BMC. Apparently this has faded away. (no offense Column, I look forward to our pending engagement).
Guillaume touched on having technical sales people / account managers. I have had a few conversations in recent history with people who support other systems in our organization and they can't believe it when I tell them we don't have a BMC TAM (Technical Account Manager) to contact when we have an issue or need a question answered. Jason On Thu, Apr 28, 2011 at 3:49 PM, Tommy Morris <[email protected]>wrote: > So what you are saying is that BMC needs more account managers like Greg > Waters. He has championed many of my issues through the support chain to > get me a resolution. I can't say that he has actually created an RFE for > me since an install program should work out of the box (my main > complaint), but he screamed and yelled louder than I did to the right > people on the support side so I was actually able to get an upgrade > completed even to the point of opening tickets and tracking them. > Other than that he does take notes every time we meet and asks what > improvements could be made etc. He might just be blowing smoke with that > but at least it appears that he cares. But most importantly of all... he > picks up the lunch check. > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[email protected]] On Behalf Of Guillaume Rheault > Sent: Thursday, April 28, 2011 3:23 PM > To: [email protected] > Subject: Re: RFE (No Plans to Implement) - another idea > > Hi David, > > This process is very cumbersome for the customer. Maybe it works great > for BMC, but for customers it is as BAD as it can be. > > Another idea is: > > Get you account managers to actually pay visits to customers, get and > compile and document feedback from teh client's management, business > analysts, developers and system administrators; the account managers > should record all the enhancement requests and the account manager > should create the RFEs on behalf of the customer; of course you can have > the customer validate the RFEs before submission. How about that? > This way, the customer does not need to WASTE any time TYPING the RFEs. > And the account managers would be the ones checking for duplicate RFEs, > etc. > > Does this sound reasonable? Seems to me the account managers should have > enough bandwidth to take over this. Moreover, it would actually allow > them to REALLY know what their customers want and need, and how the > products are used. > > BMC should really brainstorm about all this and come up with solutions. > You just need a little common sense and willingness. I believe all those > cool-aid drinkers MBAs at BMC should stop thinking about their bonuses > and start to get their act together to come up with ideas that work for > BMC AND the customer. > > Guillaume > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
