To both Derek and Peter's point, I want to drill down a bit on what I mean by interaction. In the beginning there was discuss-list. Now, there are account reps for those who need them (in other words if you need one please let us know), we have gotten pretty good at gathering macro data through surveys, we regularly get together with groups of customers using placeware (on online group tool) and we try and be as thorough as we can in tracking all calls/email through account reps/support/compliance which are a very important source of information.
We have thousands of customers. My suggestion was not that every one would necessarily be spoken to more often than in the past but that we have HAD to evolve in our means of gathering data. Discuss-list is invaluable, but need be the beginning, not the end of gathering information. Seperate this issue from the referral list. And now to bed. Regards ----- Original Message ----- From: "Derek J. Balling" <[EMAIL PROTECTED]> To: "discuss-list" <[EMAIL PROTECTED]> Sent: Sunday, January 12, 2003 11:04 PM Subject: Re: Future of Tucows/OpenSRS > > On Sunday, January 12, 2003, at 09:14 PM, elliot noss wrote: > > Today each of account management, product management, > > marketing, support and compliance have significant interaction with > > resellers > > Define "significant", please... > > - If I have an account manager, I've *never* heard a single peep from > them. > > - If there's a product manager who claims to be communicating with me > (outside of anything posted to this list) they're lying. > > - If there's someone from marketing who has ever approached me about > my reseller account, I'm blissfully unaware of it. > > - I've never heard from anyone in compliance, except for when I raised > a stink about "how to bulk-submit to Tucows a bunch of Tucows domains > with bad WHOIS info" and got derisive e-mail from the compliance > department. > > - My support turnaround is usually about 48 hours. No significant > complaint there. > > D >
