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Message Posted: Wed, 05 Mar 2003 @ 15:25:56 GMT

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I feel compelled to jump in here and add to this discussion.

To gain a fair appreciation, one needs to carefully read both Eric Paddock's and David Hough's notes. Both views show great insight into a problem reporting system that has evolved over a period of close to 20 years. The basis for the disagreement resides in a specific technical solution, that of having private areas in the problem reporting systems. Until private areas are constructed and used the concept of making customer data public can be offensive to specific customers. First step would be to build and use private areas. Right now the large percentage of the DR is private.

On side tends to imply (likely not intentionally) that an effort occurs on the part of Teradata to withhold information from our customers. In all the years I have worked with and for Teradata I can offer that few people at Teradata hold this behavior as being useful. In practice any company taking this position damages corporate economic value.

To understand managing customer relationships, one needs to take a very simple position. That of "clear, open, honest and frequent communications" can overcome any problem.

From the economic position one needs to observe that winning, maintaining and building a customer relationship is a very expensive proposition, not just for us but for any company. All one needs to do is to read Peppers and Rogers work, see www.1to1.com. We teach these beliefs to our sales force and to our customers. We believe what we say. The single obvious point is that it economically efficient to keep our current customers satisfied.

Having offered a few points that I observe to be characteristic of the inside culture of Teradata people, I always read these customer offered notes and appreciate the criticism. It shows us where we need to improve and how we can better reach our customers.

Now I need to get back to V2R5 planning.

Best Regards to all,

Jim LeBlanc
NCR/Teradata Technical Account Manager

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