Stop the regular account manager changes for Dell SMB & Enterprise Customers

February 26, 2012

Posted By:  uksp

2 Votes

Status: Archived

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I am fed up with the constant changes to our Dell Account Manager in the UK. This is an issue which has been raised with me by several of my SMB/Enterprise customers as their number one gripe with Dell. It means we can't maintain meaningful relationships with Dell sales staff without constant re-education of requirements.

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  • Jun 12, 2012     Comment Link

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    Posted By: rollotomasi

    I feel it's important to note that I came to this 'IdeaStorm' site from the dell.icanmakeitbetter.com site, created an account here, all specifically to gripe about this issue.  There are no other avenues to complain about this issue because complaining to my account manager means I will just need to complain again in six months when s/he leaves me!
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  • Jun 12, 2012     Comment Link

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    Posted By: rollotomasi

    I came here specifically to echo this concern for the US Dell SMB and Enterprise group.  I just got a new Account Manager for the fourth time in 2 years; they seem to change them up every 6 months (AND the entire team associated with your account), but Dell doesn't realize the impact of this.  I have absolutely no interest in building a strong relationship with my Account Manager other than what I need to get the job done -- the basics, the urgent matters, but nothing broader or more big-picture than that.  Why should I when that person will be replaced with someone new in 6 months and I will have to rebuild that relationship all over again and re-explain my company and organizational structure and needs all over again every 6 months?  My account manager for CDW has not changed in 2 years, my account manager for Lenovo hasn't changed since I started that relationship, no other vendor switches up their account managers with the frequency of Dell and it is incredibly frustrating.  Just when I get used to going to a particular person or working with one team, they change on me.  Why?  It does not benefit the customers in any way.  It only serves to make Dell look bad as they keep shuffling people all over the place and never let them settle in one position for more than 6 months!