Hi I wanted to know how often do you guys, as customers, get to see your BMC representatives? I am not talking about your support partner (although i am interested also to know this) but your actual BMC representative?
I was always under the impression that you should see them every few months, and not a sales call to see what other products that can push over the fence, but proper visits to find out how you are doing, what you are working on, any concerns / questions, can they help or offer advice etc or just for a "hay I was in the area and thought I would stop in for some coffee with you". Lately I have become increasing frustrated with BMC Software. I have been working on remedy for close to 15 years and before I joined a customer I was a consultant for a support company that sold the remedy solution. I would look after customers and would do monthly calls on them to see how they are doing, what their plans are, how we could help etc etc - and from that I earned their trust and built up a relationship with them that lead me to more work etc. We are busy with our upgrade to ITSM 8 and are looking at using Smart IT etc and sometimes we feel that we are alone in this upgrade. I rely alot on this ARSList and the BMC Documentation site for the information I need and while i don't mind doing the research it would be nice to feel like BMC are with us on this - that they understand that if we get this upgrade and roll out of ITSM and SmartIT done perfectly that they benefit as the company gains trust from them which can potentially lead to more sales etc. So - how are you guys finding the overall support and assistance form BMC ? Do you carry on by yourself or do you find that you also have to beg for some tender loving care ? Cheers Brad _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
