* Channels in which AT&T customers can provide feedback
Back in July, we started a discussion of the viability – and the continuing need (or lack of the same) – for users’ groups. About a month later, we published some of your responses, and now, due to the continued e-mail that we receive, we’re sharing some responses to the responses.
One response that drew some particular attention was published on Aug. 2. In that newsletter, we quoted a reader who opined: “AT&T used to have several forums for Data and 800 services, but those were cut to the bare bones ‘Customer Advisory Council.’ That council still meets with AT&T executives and product people, but it no longer has the visibility that the previous user groups used to perform. I think as ‘IP’ takes over everything, if I was a client, I would be more inclined to try to work with Cisco/Microsoft and possibly IBM as a means to gain influence.”
Somewhat predictably, AT&T begged to differ, and we heard from Ron Spears president of AT&T Signature Client Sales. (The AT&T Signature Client Group comprises AT&T’s top multi-national company accounts.) Spears wrote: “I’d like to revisit for a moment and provide further insight on the value of user groups. While I agree that there’s been a shift from running Users Groups to Advisory Councils, and the size of the gatherings and budgets may have diminished over the years, I’d like to suggest that the quality of the decisions made during our meetings and their value to users have not. Let me explain.”
Spears goes on to describe the AT&T Business Advisory Council (ABAC), which is chartered to “help shape the direction of AT&T’s products and services.” He says the council has 35 members, “most of whom are global corporations with gross company revenues of more than $1 trillion.”
He notes that many of the specific improvements for working with the clients came through the ABAC’s Program Teams, which Spears explains is open to all customers. The teams meet twice a year to provide customer feedback on AT&T’s products and processes.
Spears explains that the ABAC works concurrently on eight to 10 programs in the areas of product leadership, customer experience and global reach. Each program consists of an average of 15 customers, is co-led by an ABAC Member, and has an AT&T owner. “Currently, there are more than 170 clients working with AT&T across the Program Teams. There also are approximately two-dozen companies waiting for membership to the ABAC,” he says.
He went on to explain that AT&T also has the AT&T Executive Client Advisory Council that’s aimed at C-level execs, and boasts 21 customers meeting twice a year. This group focuses on AT&T’s strategic priorities, industry trends and global technology, says Spears.
“AT&T’s top executives are well engaged with the Councils. They attend the meetings and some act as Executive Sponsors of the ABAC’s Program Teams,” Spears says, adding that: “Clearly, companies still think there’s value to be derived from these groups. And, although they may not meet as frequently as some users would like, AT&T feels its enterprise customers are benefiting from the ongoing dialogue they foster.”
*** By the way, last week we mentioned that we are beginning to explore proactive networkfill out the survey . We’re sure that this is a topic that we’ll be discussing in this newsletter in the not-too-distant future. Unfortunately, due to an administrative fubar, any of you who attempted to respond immediately were not able to do so. This has been rectified, and the survey is still available for your input.
management in general, and WAN application optimization in particular. We would appreciate it if you could take a few minutes and
