Their reasoning was failure to take advantage of the Internet as a serious and viable sales medium that was changing the face of commerce and the industry, as we know it.
Internal & External E-processes.
The famous Dell model is based on concepts such as sell direct, profit pools, and customization. It has a tradition of selling simple standard technology in easy-to-buy ways. However, its role is changing with success and it is branching out to play a wider role in terms of large accounts. With the maturation of the PC market, Dell is an undercutting competitor in price to rapidly gain market share.
Customer Relations Management (CRM) - "The final rule for Internet revolutionaries is that the web experience must be better than any physical world experience."" says Michael Dell, the founder and CEO of Dell Computers, regarding his e-strategy. Dell Computer has helped revolutionize how computers are purchased, in more ways than one. Customer Relation Management (CRM) is of great importance for Dell Computers. In addition to specialized financing to make purchasing easier, a choice between online or phone ordering, a secure shopping cart system, Dell helps its customers custom design his or her own computer. This is something that was previously unheard of in the industry. Commonly, customers find it difficult to locate a particular item on the Internet or a computer that matches their specific needs. Dell however, has designed its website to help customers find all the information they need by answering simple questions regarding any item they want to purchase and put into their customized computer. Even if these customers know little or nothing about a computer, they should easily be able to put a computer together with confidence, something many brick and mortar retailers fail to provide even though their sole purpose in being a brick and mortar retailer is to provide that very service (E-Commerce, Nov 29).
