What is the Dell Direct Model?
What will be an ideal response?
As discussed in the case, Dell defines two types of customers based on the volume potential: transaction customers and relationship customers. The Dell Direct Model services the two sets of customers in different ways. Table TN–A shows the differences in the Dell Direct Model across the two market segments.
After-sales Service
The telephone rep has all the details of the configuration sent to the customer. Using diagnostic software systems, the rep is able to solve over 90 percent of problems. If not, then a visit from a service company technician is scheduled within 24 to 48 hours to solve the problem.
The instructor can push students to differentiate Dell’s overall business strategy between the two market segments. Table TN–B is a summary of this discussion.
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Fill in the blank(s) with correct word
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