RE: Two good articles to read

<<Perhaps a little more follow up from IBM and/or their business partner
about renewing would be better.>>

Given the dwindling install base, maybe IBM needs to do more personalized
contact with actual marketing reps and SE's.

:-)

Paul Nelson
Cell 708-670-6978
Office 409-267-4027
nelsonp@xxxxxxxxxxxxx


-----Original Message-----
From: MIDRANGE-L [mailto:midrange-l-bounces@xxxxxxxxxxxx] On Behalf Of Rob
Berendt
Sent: Wednesday, February 01, 2017 8:44 AM
To: Midrange Systems Technical Discussion
Subject: RE: Two good articles to read

<snip>
Part of the moral of the story, I guess, is that vendors should also be
aware of how frequently their customers call for support, and factor that
into any penalties they charge. In this case, there had been exactly zero
calls to 1-800-IBM-SERV in the prior three years.
</snip>

I'm concerned that this just encourages those who are reluctant to call
IBM on a ticket. In a way this is like being charged per call.

Perhaps a little more follow up from IBM and/or their business partner
about renewing would be better. It could be because of IT turnover, etc.
Maybe a little follow up on why they don't call for support. As this may
lead to not renewing. IBM would have to get past the fear that this may
just cause some to drop maintenance out of "if we're not using it then why
are we paying it?"

BTW, I saw three quotes on the printer for support for Microsoft Office
365. We're planning on upgrading from 2010. They range from ~$133k to
~$250k. Keep that in mind with the Windows is cheap mentality.

Rob Berendt