Hi Bernd,
On Nov 20, 2008, at 1:00 PM, Bernd Hilmar wrote:
You don't hear your customer base.
Oh I hear you!
We have NINE THOUSAND resellers and maybe 20 or 30 active contributors
to this list. The other lists we run are completely dormant.
You folks are completely passionate about this way of communicating, I
get that. But we can't base our community strategy on something that
works for such a small portion of our resellers. We have to try other
things. While you might not believe it we DID think long and hard
about the needs of the folks that like email. The compromise we came
up with was people can get notifications about new posts to threads
they are interested in but they'll have to click a link to reply
instead of hitting Reply All.
To me that is not an outrageous compromise. I'm sorry that some
people are very unhappy about that compromise and I understand that
some people feel so strongly about it that they'll forego further
interactions with the OpenSRS Reseller community. I personally think
that is a shame and hope that many will reconsider - or at least give
the Forum a fair shot by trying it for a month or so before deciding
it's evil.
You offering beta products and we, your resellers should be the beta
tester for it. Of course products should be improved all the time.
- But: Do it on your existing products!
I think we have been doing that.
This year we've launched Premium Names, Personal Names, .me, .tel,
enhanced bulk domain management tools, a fully hosted Storefront,
migrated all our email resellers to a new platform, launched a new
System Status, a new Forum and rebranded the entire service as a first
step to unifying and overhauling all our reseller interfaces. And
that's just off the top of my head.
But it shows how you think and what is important for you. It seems
this is only to increase the sales volume. You could do it by
managing and improving your existing products, but you don't think
so. But I do. This is the way to get unsatisfied customers.
I hear what you are saying and I'm sorry you feel that way.
We are passionate about serving our resellers. We believe so much in
being reseller-friendly that we put that phrase right in our new
logo. Do we get it right every time? No. Does it mean that every
reseller will be happy with every decision we make? No. But I really
hope we get it right more often than we get it wrong and I hope the
fact that we're open and honest about what we're doing counts for
something.
Cheers,
Ken Schafer
========================================
VP, Product Management & Marketing - Tucows
[EMAIL PROTECTED]
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OpenSRS - Domains, Email, SSL, Personal Names
"Reseller Friendly Since 1999"
http://opensrs.com/
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