SolidWorks has some new people looking at improving customer
satisfaction. I have meet one this year, his title is Customer
Satisfaction Manager. In our discussions, he was talking about sharing
information better and improving information communications with the
customers. He has already implemented one suggestion I had, he put the
what's new info on the web site so now you don't have to install the
software to be able to read what they have changed.
I like the new direction they are taking and I think it will improve
Are you so sure this is a new direction for SW (i.e. customer satisfaction
and improvement). I have been using this software for eight years and have
listened year after year to their marketing blitz on product improvement and
focus on customer satisfaction. They spend at least as much time on
customer perception as they do on satisfaction. I tend more to think the
faces and names have changed at SW, however their marketing strategy and
direction remains unchanged. The drawing and assembly performance has always
needed improvement and this isn't a new request. Do you think this one
individual "Customer Satisfaction Manager" will have a significant effect on
the SW organization? Ask this Customer Satisfaction Manager to recommend
improving performance, the magnitude of change and when it will be
These PR type individuals have null influence on the SW organization. By
next year they will be reassigned or end up doing what they do best, selling
used cars and vacuum cleaners.
I do believe it is different this time. I complained that the what's
new files were only accessable after install. He listened and a week
later they were posted on the web site.
I also complained that we have difficulty get info on SPR's logged by
a distant division that uses a different VAR. I see in the document
posted here that they are planning to share more of this information
rather than locking it away and pretending they have no problems.
I do not see this a major change in the company, but rather than 100%
of total effort put into getting new customers, there is now some
minimal effort going into keeping existing customers happy.