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Round Rock, Texas
 Joined on 04/14/2009 Posts: 11
Points: 380
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Managing channel conflict, Part 3: Interview with Jim Defoe

07 August , 09:00 AM

As you might guess, managing sales conflict is something that is very important with Dell channel partners.  It also is a top priority with us too. Jim Defoe is from Dell’s channel group, with primary responsibility for partners in the US and Canada.  But what he has to say applies worldwide – Dell is serious about managing conflict.  This 8 minute podcast provides some great insight into what Dell is doing.  Listen to the podcast here.

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AbusedBy
01 Sep 2009 11:42 PM

Customers believe actions speak louder than words.  When customers have to fight for their warrenties to be upheld and when service is done it is done sloppy and the customer dreads the next time they have to come in contact with your tech support it doesnt matter what you tell them after that experience. 

But hey you the customer are top priority to us. 

One easy fix though in all seriousness.  Next day shipping needs to be well defined up front.  In the real world it means next day you will have the product.  Your world - when we make your refurb computer we will ship it - should take 10 days.  Thats horrible
 
912675
08 Sep 2009 10:22 AM

Interesting moniker, "AbusedBy"  You say that actions speak louder than words, which is great because pretty much everything in PartnerDirect has been included based on partner feedback, from the basic structure of the program to deal registration, certifications, online, and processes.  So when partners like you asked for a fast ship option, we added that too.  (http://www.dell.com/content/topics/topic.aspx/us/segments/bsd/fast_track)

Customers are top priority.  So feel free to provide more input.  We are listening.