On Sat, May 26, 2012 at 2:53 AM, Jon Stanley <jonstanley(a)gmail.com> wrote:
In reality "layered product folks" is GSS. They get *all*
inquires, no matter how large the customer. If they have a TAM, that
TAM is in the GSS org structure. So we can safely ignore the product
management side of this (who could probably be considered the "owners"
of the layered product channels).
Tickets have SMEs assigned in GSS. Unless it's level 1 knowledge,
many times they do reach back to engineering. Product management is
impacted, engineering individuals are assigned. A great majority of
my tickets at my customers do reach such resources every time.
So product management very much is involved, does have a say, and
there are very much metrics on those impacts and costs.
Bryan J Smith - Professional, Technical Annoyance