I was reading this blog just now and it made me feel especially proud to be a Symantec partner (as so many of these blogs and articles tend to do). As I read the blog and the Gartner report that was referenced, I joyed in Symantec's market share, "leader-among-leaders" position in the Magic Quadrant, among other things that just spewed "Symantec is the greatest!"
Now growing up, my team always had to win, which is part of the reason I'm so happy that my company is working with Symantec. However, 2 things caught my eye in the report:
- Symantec seems to be losing market share (Page 18, under Symantec)
- Symantec has low marks on overall customer satisfaction (Page 19 under Symantec - Cautions)
Now recently I had an interaction with a disgruntled Symantec customer who was particularly dissatsifed with Symantec's customer service. This was the first time I was hearing this kind of complaint so it surprised me. There was also an issue with the detection rate of some older viruses, but even in light of that, from what I gathered the major source of his frustration was customer service.
I figured that this was an isolated event from one of a few people who were dissatisfied with the service. Now I just started working here about 6 months ago and have yet to be involved in a Symantec implementation project, so I didn't have much insight into real-world customer perceptions until now. I was always under the assumption that Symantec was the best at what they do.
I don't doubt that they are ahead of the pack when it comes to creating signatures, getting imaginative with security, and staying on top of the security game. That's what got them to where they are today.
However, the workplace is expanding and the aim is no longer to sell to faceless corporations. The aim is to sell to people. People thrive off interaction and if Symantec doesn't pull up its socks when it comes to customer service, they will continue to lose ground and lose their position in the Magic Quadrant. Nowadays, it's not necessarily the best product that wins the race, but rather who can prove that the people behind the product actually care about their business.
I'd like to implore Symantec, employees, and partners to care about, respond to, and interact with customers. My team needs to win!