Business Relationship Management : Dell Inc. Essay

Keith Maxwell is the Vice President in charge of Worldwide Operations, for Dell Computer Corporation. Dell Computer’s was founded in 1984 by Michael Dell in his University of Texas dorm room, and by 1999 the company grew to market over $98Billion. Dell was the second growing largest personal computer manufacturers, just behind Compaq in the growing PC industry. Dell

Chapter two (Krames, 2003) depicts the values, journey and leadership style of Michael Dell. Michael Dell is the founder and CEO of Dell, Inc. According to the author, Michael had an entrepreneurial gene in him since the childhood. He started his first business Dell Stamps when he was 12. Michael started his revolutionary journey of Dell Computer Corporation when he was 19 year old. He was the youngest CEO of a Fortune 500 company at the age of 27.

Michael Saul Dell is a very important person in the technical and the entrepreneurial world because he has impacted these two types of world in a huge way by that he has brought outstanding types of ideas. Michael Saul dell was born in Texas Houston in 1965 Mr Dell didn’t concentrate on school much but more on his ventures after school. From a young age Mr Dell showed his intelligence and always looked as his going to be a successful business man and entrepreneur. Mr Dell at 12 yrs. old he started to operate a mail trading business selling stamps and baseball cards. From the start Mr Dell had always had very aggressive and persuasive marketing and selling strategies. Mr Dell earned revenue of 18,000 dollars in total which he then spent on a BMW. It is evident that Mr Dell wanted to won his own company and be a very independent business man that he has become right now but now the only difference with then and now he has well experienced and experts in their particular industry.

Customer relational management is an essential aspect to maintaining a company’s competitiveness and longevity since loyal customers are, “reluctant to patronize [competitive] firms” (textbook citation). SHOP.CA struggles within this aspect due to the lack of communication between customer service and the customer, and lack of stock available and uncompetitive prices.

So in conclusion while it is a “wait and see” time for Dell, its founder, Michael Dell is “convinced he can prove the skeptics wrong. He understands that only a handful of former chiefs have returned to lead their companies to brighter futures.” (Edwards, 2009).

An effective Customer Relationship Management (CRM) program can be used to identify, retain, satisfy and obtain customers by using technology to optimize strategies for understanding customers’ needs to manage business interactions with current, former, and prospective customers. Additionally, CRM also enables companies to maximize internal, external, marketing and customer service operations to better address the needs of the customer building a better relationship with customers that a more profitable. (Ahmad & Buttle, 2001)

Dell Computer Corporation was founded in 1984 by Michael Dell. From the early 1990s until the mid-2000s, Dell was ranked as a PC market leader relying on their distinctive marketing pattern “Direct Model” which undertook direct communication with customers and provided customized products. Recently, the PC industry is facing inconceivable worldwide competition, and Dell is gradually losing their competitive advantages by using its direct model in critical business segments. The company is facing shrinkage of growth, increasing competition, declining quality of customer service, and limitation of expansion. These issues have an enormous impact on Dell’s position as a technological giant in the PC industry.

This paper will discuss some elements on what makes an effective leader and how their leadership style can transform a company. This paper will specifically discuss the leadership style of Kevin Rollins, who was the chief executive officer of the computer giant, Dell from 2004-2007 (BBC 2007). In 2004, Mr. Rollins took over the CEO position from the company’s founder, Michael Dell. This transition allowed Mr. Rollins to take over the day-to-day business operations, take on new responsibilities, and

Today, customer relationship management is very important to the business world. Most of the companies established a department and the programs to manage their relationship with the customers. Customer relationship management (CRM) is a business strategy which designed to help a company to understand and look forward to the needs of its potential and current customers (Anderson & Stang, 2000). Customer data is being collected in several different areas of the company, stored in a central database, analyzed, and distributed to key points (Anderson & Stang, 2000).The business world once was “product-centric”, the companies just provided what they could produce. However, it is now become “customer-centric”, they provide products and service

Dell Inc. (Dell) is an American privately owned multinational computer technology company based in Round Rock, Texas, United States, that develops, sells, repairs, and supports computers and related products and services (Wikipedia, 2016). Dell founded in 1984 by Michael dell, is the world famous computer systems, computer products and service provider in the first place (Jones, 2013, P.388).

As many other big companies, losing profitable customers can dramatically affect a firm’s profits. The cost of attracting a new customer is estimated to be five times the cost of keeping a current customer happy, so Hilton was using CRM to retaining customers. As famous brand, Hilton give the best quality for their customers. Quality is the totality of features and characteristics of a product or service that bear on it’s ability to satisfy stated or implied needs. For achieving high levels of total quality so that firms remain solvent and profitable, Hilton marketers play a key role. Marketing managers must calculate customer lifetime values of their customer base to understand their profit implications. They must also determine ways to increase the value of the

“To understand what makes Dell so great, you need to understand the power of Dell's Mission Statement, as well as its history, growth, and entrepreneurial founder Michael Dell.” (Farfan, 2017) Today Dell forms partnerships with retailers on a global scale while adding online ordering and customization. With Dell’s variety of services coupled with its desktop, laptop, and other products, Dell has become a large company

Dell was founded by Michael Dell in 1984, while schooling at the University of Texas in Austin. Direct sales model was first adopted: Computers were first sold over the phone and they were built according to the customer specifications (Kraemer K. L, 2000). From a student’s personal company selling no more than 100 computers in its first years of existence, it became a big company of more than 35.000 employees and over 25.000 million dollars sales in 2000 (Koehn, 2001), competing “giants” such as IBM and HP. In 2010, Dell ranks fifth in the computer industry (World's Most Admired Companies, 2010).

Ten years back, where the majority of business transactions were conducted offline. Today, the trend of most of companies is to deal with its consumers through internet and not just using PCs, the customers are using different types of platforms such as mobile phones, tablets and other small mobile devices. Just imagine that all computer manufacturers are in along marathon has no end point, guess who is running alone in the front? Answers would be different but sure Dell is one of them. Its success came from a strategy which is missing with most of its competitors. Dell has effectively relied on its online selling strategy more than offline selling strategy. Actually, the core of Dell’s strengths is

In the modern economy a priority of business activities becomes a two-way communication between the company and its customers. This communication is based on the interests of both sides: companies that seek to profit, survive and grow, and customers who want to achieve added value. The most successful companies today are those that create their business processes in line with customer expectations (Habul & Velic, 2010). Customers are the most important asset of an organization. There cannot be any business prospects without satisfied customers who remain loyal and develop their relationship with the organization. That is why an organization should plan and employ a clear strategy for managing treating customers. CRM (Customer Relationship Management) is the strategy for building, , and strengthening loyal and longlasting customer relationships. CRM has two main objectives: Customer retention through customer satisfaction and Customer development through customer insight (Tsiptsis and Chorianopoulos, 2009).