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:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Thursday, April 28, 2011 3:23 PM To: arslist@ARSLIST.ORG 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"
