Customer renewals - how does a partner take advantage?
I have several clients that are using products such as SEP and have been doing so since its release. The problem I've now begun to encounter is that these customers are receiving "renewal" notices from Symantec and consequently are having these renewals purchased directory throughSymantec, not through me as their Symantec partner.
My company is fairly new as a Symantec Partner so I"m not familiar with how to "insert" my company as the reseller for a customer's product renewals, but at this point it seems Symantec does not automatically recognize this status and link my company to the customer in any way.
I do my reselling through distributiors like Ingram and TechData so I can understand why there is no linkage between my sale to the customer from Symantec's perspefive, but iether way....
How can I ensure that a customer's product renewals are going through me, managed by me, and of course sold by me, and not done directly via emails/phone calls from Symantec?
Thank you to anybody that can point me the right way. !