Dell’s success story
From its beginnings Dell company worked as a leader in the “build-to-order” approach, providing individual computers that were made to the customer’s request, and according to the Neronet-academy website the beginning of the company was from the apartment of a college student named “Dell” and His first clients were on a low income so he started to collect computers By himself and sell it to his customers directly.
In 1985, Dell sold the first computer designed by his company from the Turbo PC, and participated in many exhibitions to show his strength in the competition, and one of the things that made his product unique is the design of a computer with good specifications and a competitive price for a wide range of customers, and that was the result of his constant proximity to His clients, which enabled him to know their needs. Over time, Dell outperformed many competitors, and in the 1990s it ranked fourth in the first 10 companies that won customer confidence, both Security and technical.
One of the most important elements of the company’s success was its constant focus on research and development and market research, so it owned an analysis department that oversaw pricing, web analytics, and supply chain analytics, and also hired researchers in customer service, It has built tools and system to study customer satisfaction and obtain feedback, as well as a prompt and accurate complaints response system, By exploiting the development of the Internet and the emergence of social media, it was able to study customer satisfaction more accurately and respond to all customer complaints, no matter how many, which increased consumer confidence in the company and its products In addition to its reversal of complaints and feedback analyzes on developing its products and improving its quality, this increased its success, market share and ability to compete, which reflected on increasing its profits significantly and making it maintain its name as one of the world’s largest companies in the computer industry.