Dell – CRM System
The mission statement for Dell is “to be the most successful computer company in the world at delivering the best customer experience. Dell has been widely successful at meeting this task through their effective use of CRM (Customer Relation Systems). Dell’s CRM strategy includes building better customer loyalty, creating greater customer satisfaction, and producing higher sales and marketing performance. Dell utilizes several different CRM softwares to help complete these strategies.
Dell uses the database software along with analytics ...view middle of the document...
ProClarity offers in-depth analytical abilities, resulting in positive and negative areas of business being clearly highlighted. This software allows for sales to be broken down by region, with overviews of each sales team, enabling Dell to measure trends and successes throughout the company.
One way that Dell helps increase sales and marketing performance is through software called Hotlink. Hotlink is a marketing automation software program used to aid e-marketers in effective targeting, efficient marketing communications, and real-time monitoring of customer and market trends. This allows Dell connect with its customers on a much deeper level.
Premier Pages, custom designed Web pages containing purchasing data, is another CRM software that. This system also has a paperless ordering process, with the customer’s existing technology configurations already captured. The idea behind Premier Pages was to give corporate and institutional customers a simplified and accelerated procurement and support process.
Jail, Shray. "CRM Practices in Dell, Inc.." Dell.com. Dell, 31 Mar 2011. Web. 27 Feb 2013.
Klinker, Sharon, Ronald Terrell, and Ahmed Mahfouz. " Dell’s Use of CRM-SCM Integration to Dominate the PC Market." www.iima.org. N.p., n.d. Web. 27 Feb 2013