By Andy Nederveld
Most of our TAM customers start out wanting to learn more about their VMware investment. And with over 400 highly skilled, experienced, and successful TAMs worldwide, that happens continuously.But down the road our customers report being surprised at how much they’ve learn about their own organization and processes. We’re never surprised to hear that, though, because the entire TAM Services program is designed to make you more successful; it has no other purpose.
The Making of a Trusted Partner
First, we choose wisely. Our TAMs embrace a spirit of service and enjoy delving into long-term relationships with customers. We’ve assembled a well-credentialed, diverse group of professionals. All have a strong technical foundation, including VCP certification. Most have 10 to 15 years of industry experience before even joining the TAM program, often as managers, directors, executives, or top architects from large companies. Many have advanced degrees.
In the Americas, we have about 200 TAMs, many of whom have been with us for nearly a decade. The average tenure is about three years and climbing, which is high for the industry especially given the growth of the TAM program. When customers get our TAM Service, they tend to keep it.
Process and Focus
Second, we use a deeply collaborative process with our customers to understand their technical priorities and desired business outcomes. TAMs ask a lot of questions. That’s important because it lets us become truly proactive—helping to refine and develop strategies and approaches based on what’s working with other customers. Ultimately, TAMs seek to provide an objective, third-party perspective that gives customers an opportunity to look at challenges in ways they never have before.
Results are Everything
Finally, TAMs are evaluated almost exclusively on customer satisfaction. The results from our latest customer survey are outstanding.
- Over 90% of the customers surveyed told us their TAM “understands and helps us achieve our business and IT objectives using VMware technology.”
- Over 80% told us their TAM “enables collaboration and aligns planning discussions across my company's functional groups.”
When talking to customers, I frequently hear stories about how our TAMs helped them better understand and refine their own priorities, and even uncover redundant or misaligned initiatives which can distract from more critical efforts. That’s how we measure success.
Learn more about VMware TAM Services by visiting www.vmware.com/consulting/technical-account-manager or calling us at 1-877-486-9273.
Andy Nederveld joined VMware in 2007 and is responsible for the Technical Account Manager Program in the Americas. He has over 15 years of high-tech industry experience serving in a variety of practitioner and leadership roles. Andy lives with his family in Minneapolis.
from vmwarenews.de , Original Post Here
