Any opinions on the current state of this organization. I know there have been layoffs in this group. I don't understand the value of SAM's given what's going on with Dell.
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SAMs are definitely not giving any value; as most within Dell they are simple mail relayers without any knowledge and Dell internally without competency.
Thought that a SAM was a Service Account Manager. When did it change - or do both roles exist know?
The reason I asked the question is because Dell has taken responsibilities away from SAM's in the last couple years. SAM's hardly ever step foot in a customer's computer room or go onsite for much of anything. Most SAM's have little or no hands-on EMC/Dell hardware or software experience. Dell doesn't seem to care much about offering real customer service or Mainframe systems. If the position is just a voice on the other side of the phone, making phone calls to escalate issues, there doesn't seem to be much value.
If you dont understand the value of your SAM you shouldn't be here. One of the most vital people here.