04 - 05 November, 2019
NH Collection Amsterdam Grand Hotel Krasnapolsky
44 (0) 207 368 9465
Post-Sale Service Strategy
Dell Reinvents the Service Model, One Customer at a Time
Bob Feiner explains the key to achieving Dell Service’s success: understanding your customers’ needs and simplify the customer experience.
Globalization, cost pressures, and customer changing needs are forcing businesses to distinguish themselves not only by the uniqueness of their products, but also, on the quality of their service operations. In today’s field service market, “You still need to fix the product but that’s now become just a ticket to entry,” says Bob Feiner, Vice President, Dell Services. Increasingly, revenues, profits, and customer loyalty are being driven not just by initial product sales, but also by post-sale service and support.
For Bob, keeping customers satisfied goes far beyond the simple product repair; it’s what you can provide in addition to your product that keeps your customer satisfied. As Bob explains, to stay ahead of their competition many forward-thinking companies like Dell have had a focus “beyond a traditional product company into a services and solutions one.” As a best in class organization, Dell recognizes the need to invest in technologies and mobile tools to enable their own employees, to improve existing processes, while meeting customer needs and contributing to the bottom line.