-----Original Message----- From: mds@gbnet.net [ mailto:mds@gbnet.net mailto:mds@gbnet.net ] Sent: Thursday, April 22, 1999 12:20 PM To: beepy@netapp.com Cc: toasters@mathworks.com mailto:toasters@mathworks.com Subject: Re: Y2K: Any one rolled a filer forward & backwards? (&courses)
Courses shouldn't teach 'secrets' IMHO,..... I have to say I'm a little peeved when courses are products in and of themselves (ie where they teach things over and above the manuals) because it's just another way for vendors to screw customers for a few more bucks IMHO. ----------------------------------------
Whether or not these commands should be taught and/or documented
is an on-going debate at NetApp. The thinking was that the 'secret commands' can be destructive and rather than document them in the manual, train customers to use them, with the caveat to work with TS. The goal was to minimize the risk, but still make the commands available to customers. We've included these commands in the 202 course because of requests (demands) from some customers but
we discuss this decision frequently. I'll pull a few people together here to evaluate this again. E-mail to me (or posts) with any additional opinions would be appreciated.
I agree with the point of courses not being products in and of themselves, in that our classes refer to the documentation and our NOW website as the reference material. We've gotten mixed input...some customers do want the class and/or material to be a completely standalone product. I see the real value of the classes as the labs and the experience/expertise of the instructor. (and, as you mention, the dedicated time to really learn the product). The chance to talk to other customers is a side benefit. While I believe it is the case that our course material could be used as standalone reference material, it's not really our goal...It's the show vs. teach question (or give vs. teach...you know...the fish saying ;-) We try to teach.
I don't see training revenue as NetApp's major benefit from customer training; rather (I see the benefit as) the customers' increased proficiency with the product. Residual benefits include fewer calls to TS, the likelihood of more purchases and referrals (result of customer satisfaction) and more face time with the customer for feedback/input.
Ruth...
Ruth Page Director, World Wide Educational Services Network Appliance 2770 San Tomas Expwy / Santa Clara, CA 95051 phone: 1-409-367-3722 Fax: 1-408-367-3195 Email: rpage@netapp.com Web: www.netapp.com
"Page," == Page, Ruth ruth.page@netapp.com writes:
Page,> I don't see training revenue as NetApp's major benefit from Page,> customer training; rather (I see the benefit as) the Page,> customers' increased proficiency with the product. Page,> Residual benefits include fewer calls to TS, the likelihood Page,> of more purchases and referrals (result of customer Page,> satisfaction) and more face time with the customer for Page,> feedback/input.
We just had this argument with our NA salesperson.
If NetApp really believes this, why do they charge so much for the training courses? Why not include a coupon with each NetApp sold that is good toward one training class? Don't want to give a class away? The value of the coupon could be based on the cost of the filer purchased. NA should at least offer the course at something close to cost. Afterall, it benefits NA as much as it benefits the customer, as you just said.
Also, it seems like NA could reduce the cost of the class by holding classes in Santa Clara instead of shipping NetApps and trainers around the country. Half the people that attended the class here in Atlanta recently had to fly in anyway, so it doesn't appear you are saving the customer much money by holding regional classes.
j. -- Jay Soffian jay@cimedia.com UNIX Systems Administrator 404.572.1941 Cox Interactive Media
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Jay Soffian -
Page, Ruth