Traditional models that sell mass-produced products with bundled components can t provide this valuable information with as much accuracy. You lose out on the opportunity to find out exactly what your customers value. Finally, Dell uses its cost-effectiveness to make its customized products affordable. This is a great first step but as one of its Directors, Morton Topfer indicates, Price might get us in the door, but service and having the latest technology builds the relationship between Dell and its customers . In the Internet age, customer service is the battleground.
People can shop around for price and availability.
Getting them to come back and make repeat business with you is about service. Dell is already at an advantage because they are able to provide something valuable tailored to their customers. Nobody has to give credit to Dell, but the increasing adoption of its direct model is enough proof of its effectiveness. As for copycats within the industry, Dell should keep an eye out for them but shouldn t be overly cautious. It should take a while for the rest to execute that model in a manner as efficiently as Dell already has.