In today’s world, any activity like getting a car serviced, dental work or even just leaving a shop seems to trigger some sort of feedback activity.
Dell Technologies’ Account Management Services invites customers to take part in a survey to gain valuable feedback on the performance of their Service Account Managers (SAMs) and Technical Account Managers (TAMs).
Our customers’ feedback is our fuel to constantly improve. The SAMs and TAMs are a key feature for how customers experience our ProSupport Plus portfolio. We are the ones that listen to our customers, working side by side to fulfill their needs.
As SAMs we know how important it is to meet our customers’ needs and requirements. Whether it’s being reactive, such as being a main point of contact for technical escalations, or proactive with providing AI reports to understand the status of their environment at any time.
Our function takes customer surveys very seriously. SAMs and TAMs often inform their customers about meetings that they might be asked for feedback on, and they highlight the importance of the data that we aim to capture.
In my experience, surveys are a learning curve for us and for our customers to understand how much of an impact their comments and feedback will have. I have seen how my customers shifted from being reluctant to answering surveys, to now leaving feedback, comments, and suggestions once they realised how positive the impact was for our relationship.
Once the survey is over, my manager and I will have regular discussions on feedback received, which could potentially be passed on to the leadership team. Such feedback and new ideas are highly appreciated as it increases our value to our customers and enables Dell Technologies to be an organisation that continuously improves.
So, for the lucky selected few of our customers that receive our survey invitation, I would highly recommend you use that opportunity to:
- give feedback to our leaders on your experiences,
- add suggestions for improvement, and
- share your satisfaction level with your Service Account Manager (SAM), and;
- our Technical Account Managers (TAM).
We understand that our customers may receive a number of surveys from various companies, and that many of them may even be automatically marked as spam in email systems. However, if you do take the time to provide feedback to our team, we will be ever so grateful for your time and reflections. You can choose to limit your feedback to rate your trusted advisor on the different aspects of our deliverables.
So, on behalf of our Account Management Services organisation, and the Dell Technologies family, I hope you enjoyed this article and found it useful for your journey as a Dell Technologies customer.
Now, embrace your journey for driving change, and happy feedbacking on our Decision Maker Survey!
