Computer Business Review

Servitisation shifting Dell's product strategy

by Claire Vanner| 12 February 2014

Dell to focus on overall customer service rather than products.

Dell is looking to grow its business to focus on its overall services, rather than its hardware, according to its senior program manager.

Speaking at PTC Live Executive Exchange, Ger Marshall of Dell Products said: "Service traditionally was seen as a necessary evil. Suddenly we have realised this is a revenue stream. What Dell is starting to do in growing the business is to offer everything a customer requires."

Discussions at the event focussed around how the concept of servitisation should encourage companies to use technology to report back to customers and moderate performance and consider their customer relations management working alongside their products rather than their individual products.

Dell has always acknowledged services, but now Marshall says that the service element comes as part of its products.

"It's not just a product in a box anymore," said Marshall. "[Customers] want to talk soltuion, not just a product. We have bought service into the whole picture."

Marshall also spoke of how Dell will look to improve its service offerings as the cost of maintenance comes down.

"Quality [of maintenance] has started to improve so what's happened is we can move at a faster pace. Budgets are dropping fast so we have to react.

"It comes back to cost is one of the big drivers. Providing services is a very complex industry. We try to offer customers the best soltuion at the right price, he said."

Comments
Post a comment

Comments may be moderated for spam, obscenities or defamation.

Join our network

716 people like this.
1551 people follow this.

Intelligence

Suppliers Directory


See more
Privcy Policy

We have updated our privacy policy. In the latest update it explains what cookies are and how we use them on our site. To learn more about cookies and their benefits, please view our privacy policy. Please be aware that parts of this site will not function correctly if you disable cookies. By continuing to use this site, you consent to our use of cookies in accordance with our privacy policy unless you have disabled them.