What other potential sources of distinctive competency might Dell work to develop? Which at that time seemed to be a ere attractive, Innovative and hence successful strategy.
While everyone is constantly on the lookout for new case studies and examples of how companies are leveraging social media to be successful, Dell keeps popping up. Because they immersed themselves early and became a living example of how a company, particularly a large, enterprise company, could be a social business.
We were both there to provide a panel discussion for Dell employees on the state and future of social media marketing. Lionel Menchacathe original Dell blogger and Dell Hell responder, was our host and moderator for the panel.
We covered a lot of ground and, I think, served as useful voices for the folks there. But while we were there, Geoff and I learned a lot about Dell and how they operate.
As we were ushered from the first floor of Building 1 — a vast, quiet cubicle farm — to the second — where the Dell customer service and social teams sit — we saw the difference. The physical change of no cubicles, open air, newsroom-style work areas made the second floor immediately grab you as having a different energy level.
There was an audible buzz of people talking, collaborating. You could even see people smiling and enjoying their jobs. Geoff had his camera rolling and caught a lot of what Amy Heiss told us about what the different monitors show and how they use the listening center to read, react and even be proactive in online conversations to drive business for the company.
Some 3, of them have completed three training courses and become internally certified to use social media on behalf of the company. There are sales, customer service, legal, executive, marketing and public relations folks among graduates, as well as those from many other walks of life.
They have customer service and social media responders for 11 languages, all of which are tied into the Command Center for routing and responding. While Amy, Lionel and the core social team are often looking at bigger picture items, trends and the like while another layer of front-line social responders are running the various customer service and outreach efforts, the team is there and ready to jump on a hot topic if need be.
I even saw and spoke with the social media lawyer on staff and in the room, Ryan Garcia. The fact of the matter is simply that Dell gets it.
They understand how chatting with customers online can fuel business. Dell is an awesome case study of how to be a social business. So the next time you hear someone bring up Dell as a case study at a social media conference.
Please follow and like: About the Author Jason Falls Jason Falls is the founder of Social Media Explorer and one of the most notable and outspoken voices in the social media marketing industry.
He is a noted marketing keynote speakerauthor of two books and unapologetic bourbon aficionado. He can also be found at JasonFalls.The focus of this case study is the supply chain management practices of Dell. Dell has been following its unique ‘direct build-to-order’ sales model for more than 20 years.
Customers can plan their own configuration and place orders directly with the company via the phone or its Web site. Marketing Case UKDRINK Background 背景 Product Portfolio 产品系列 Marketing Operations 营销运行方式 Market Trends 市场趋势 Background 1.
UKDRINK Soft Drink Company was founded in Dells Dilemma in Brazil: Negotiating at the State Level Case Solution, Dell has recently launched to determine a site selection process in Brazil, where its manufacturing plant .
(Dell, ) Phase 2: Objectives and Strategy Development Marketing Objectives The following are the marketing objectives of the organization: • Dell should work on corporate branding so that it can retransform itself from a PC manufacturer to a firm that provides . By carefully analyzing and making strategic changes to the personal computer value chain, and then seizing on emerging market trends, Dell Inc.
grew to dominate the PC market in less time than it takes many companies to launch their first product. Dells Dilemma in Brazil: Negotiating at the State Level case analysis, Dells Dilemma in Brazil: Negotiating at the State Level case study solution, Dells Dilemma in Brazil: Negotiating at the State Level xls file, Dells Dilemma in Brazil: Negotiating at the State Level excel file, Subjects Covered Computers by Roy C.
Nelson Source: Thunderbird School of Global Management 14 pages.