Dell CRM

www.free-ppt -templates.com

a CRM Pioneer


www.free-ppt -templates.com • IBM introduced PC (1984)

• Price $3000 (Including heavy margin for resellers)

• Michael Dell Initiated Direct Selling

• Bought excess inventory -> added components -> sold upgraded product.


Source:http://strategycapstone.ning.com/page/business-model

www.free-ppt -templates.com • Free on-site service (1 Year)

• Guarantees

• Support through toll-free helplines

• Dell connect


Source: www.dell.co.in

www.free-ppt -templates.com • Built to order PCs

• Advantage gained over competitors due to efficient supply chain

• Did not require to carry a large inventory (13 days only)

www.free-ppt -templates.com • Employees recruited on account of Experience and

Attitude• Qualities :o Innovative approacho Genuine interest in problem solvingo Self confidento Self dependent

• Incentives offered• Employee Involvement• Learning & Experience share within employees of

different markets• Server Success

www.free-ppt -templates.com • Customer can access dell from pre

purchase stage through the purchasestage and usage stage till the re-purchasestage.

• Various channels of contact are:

o Toll Free Number

o E-mail access

o Website Login


Attraction

Engaging

RetainingLearn

Relating

Value Bubble

www.free-ppt -templates.com • Attraction

oDell uses many different areas to attract people to there site.

• Dell uses television adds and magazines to get the word out on how easy it is to customize your own computer on the dell website.

• Customers are also attracted to the site via the numerous links that get you there from different places on the web.

www.free-ppt -templates.com • Engaging

Having many different tabs seamlessly integrated in the main Dell page allows for customers to not only access the information they are seeking but to do so easily and in most cases under two clicks of the mouse.

o Dell Blogo Used to gather information from the customers directly

• Customers can post pretty much anything they want at the Dell site using the build in Blog.

o Other areas that engage the customer. Search options “My Account”

www.free-ppt -templates.com • Retaining

o Dell targets people that are searching for customization, which they offer at a level that is not rivaled by there competition.

o “My Account”• Allows customers to further customize there shopping

experience.

o “My Cart”• Allows customers to view and modify the items that they are

going to be purchasing.

o The “Track Order”• Allows customers to track the orders that they have made to

determine the exact delivery date.

www.free-ppt -templates.com • Learn

o This is a very important phase for dell because they are constantly changing based on customer wants and needs and if they did not gather the proper information from there customers they would fail.

o They are very good at this phase due to the direct sales model, which gives them direct access to there customers.• Information is constantly gathered from the site.

– account information

– Click streams

– Blog information

– Suggestion forms

– Customer service representatives.

www.free-ppt -templates.com • Relating

oDell puts the information that they collect from various sources into use.• My Account

– Allows customers to totally customize there shopping experience and give Dell the chance to show the customer things they might be interested in.

• Usability information is constantly being checked and updates are constantly being added to the site.– With the only presence being an online one the attention

paid to the actual site is crucial.

www.free-ppt -templates.com This slide is intentionally left blank for a surprise.


Marketing

Dell CRM