Expert answer:An introduction paragraph describing what you will
Solved by verified expert:Your final research project is due this week for your company. Compile all of the previous assignments of your customer service project into a final report.Your final paper must be 3 pages long and include a summary of each component that was previously completed. Also provide:An introduction paragraph describing what you will accomplish in your paper.A one-half page conclusion explaining what you have learned about the quality of the company’s customer service.Be sure to follow APA formatting, use at least three references, and include both in-text citations and a references page.
mnegron_company_selection_and_key_factors_ans_10102017.docx
mnegron_company_technology_and_social_media_10212017.docx
mnegron_company_customer_service_strengths_and_weakness_10262017.docx
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Running Head: COMPANY SELECTION AND KEY FACTORS
Company selection and key factors
Martha Negron
Rasmussen College
October 10, 2017
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COMPANY SELECTION AND KEY FACTORS
Company selection and key factors
Dell
Company name and general description that includes a brief history
Dell is a global corporation that produces electronic products. Dell manufactures and
sells with other subsidiaries electronic products such as a computer, network appliances, printers,
and application software. Dell is named after the first employee who founded the organization.
Dell electronics has a market share globally of 15.6% as per the first quarter of 2017 fiscal year.
Dell is an employer to several Americans living in Austin. Michael Dell saw the need to invest
in electronic computer business during his college year to build affordable products to students.
Michael Dell formed a company and offered leadership to generate higher revenue for
expansion. Dell corporation model was to ensure the customer is satisfied with the products.
A brief overview of their products and services and how they meet the needs of customers.
Dell has a diverse segment of customers that are targeted for different products in the
market. The business brand satisfies the market through serviceability and reliability. Brands that
dell manufactures include;
Desktop computers
A segment of clients targeted is office employees and homeowners who are satisfied with
a standalone electronic. The desktop computer has similar functionality as other computers, and
it is upgradable in case of any feature that the company would recommend to its clients.
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COMPANY SELECTION AND KEY FACTORS
LCD television
Dell manufactures home entertainment products to satisfy a segment of viewers who
would want something unique. The TV is highly standardized and durable to fit into consumers’
needs.
Printer
Offices require printable documents hence Dell ventured to satisfy the segment of the
market with a printer that is easy to use and efficient.
Description of its primary customers
Dell is a global corporation hence the need to serve a diverse lot of customers globally.
Dell products serve high-end customers and middle-income earners as a marketing segment.
High-end customers are in countries that are developed. In order to ensure quality and great
product satisfaction is met Dell has to invest in understanding user needs from high-income
countries. In developing countries, Dell has a target clientele. These are electronic consumers
who value functionality rather than the quality of the product. Most of the products that are
targeted for middle-income countries are affordable considered to other electronic competitors.
Dell customers are loyal due to the durability of the products offered. Dell serves its customers
online with a dedicated customer care (Aaboud, Aad, Abbott, Abdallah, Abdinov, Abeloos &
Abreu, 2017).
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COMPANY SELECTION AND KEY FACTORS
Why you selected this company
Dell customers are often satisfied with the products and services offered by the
corporation. Dell is a model organization due to the type of leadership currently. Dell has
survived competition from innovative products in the market to maintain a global market share
of 15.6%. In order control such a huge market share with a third of electronic sales, there is
higher consumer confidence due to the type of service offered. Dell is an inspiration company
having started during the great depression to become a multinational corporation. Michael Dell
as a founder still makes decisions that are vital to ensure the organization survives the current
economic turbulence. Dell leadership through transformation is an influence to other
organization aspiring to serve global markets.
What you hope to learn about customer service as a result of completing this project
Customer service is critical to an organization success. The organization is expected to
offer customer service on a dedicated platform. Reliable customer service is a boost to sales
department due to consumer confidence. In serving a global segment of the market of market
customer service should have the skills to handle diverse clients to develop the organization
brand. The level of customer service influences sales turnover in an organization (Cordero, Dell,
Henderson, Sabrowski, Saetow & Sethuraman, 2016).
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COMPANY SELECTION AND KEY FACTORS
References
Aaboud, M., Aad, G., Abbott, B., Abdallah, J., Abdinov, O., Abeloos, B., … & Abreu, R. (2017).
Electron efficiency measurements with the ATLAS detector using 2012 LHC proton–
proton collision data. The European Physical Journal C, 77(3), 195.
Cordero, E. R., Dell, T. J., Henderson, J. D., Sabrowski, J. A., Saetow, A., & Sethuraman, S.
(2016). U.S. Patent No. 9,230,687. Washington, DC: U.S. Patent and Trademark Office.
Running Head: COMPANY TECHNOLOGY AND SOCIAL MEDIA.
Company Technology and Social Media
Martha Negron
Rasmussen College
October 21, 2017
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Company Technology and Social Media
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Company Technology and Social Media
Innovation effects affect business operations. Regardless of the extent of your endeavor,
innovation has both obvious and impalpable advantages that will enable you to profit and create
the outcomes your client’s request. Innovative foundation influences the way of life,
proficiency, and connections of the business. Additionally, it changes the security of
confidential information and trade advantages.
The needs and desires of customers and business are ever consistently evolving. Different
sorts of innovation help item and specialist organizations to meet them as they advance. As
need change, technology can keep up. New technology influences the expectations of
customers so that business has to adapt to it (Vannevar, 2016).
Importantly, technology affects a firm’s ability to communicate with its customers. In
today’s busy business environment, it is necessary for employees to interact with clients
quickly and precisely. Websites and social media handles allow customers to find answers to
their questions within hours. When customers use technology to communicate with a business,
the business benefits because better communication creates a stronger public image.
The company uses software tool to collect and store customer data. The information gathered
is useful in decision making especially when the company wants to introduce a new product to
the market or check how the satisfied the customers are with their services. Additionally, the
software put in place aid in data storage and protection meaning that the data can be quickly
recovered in case o losses and the customer’s information is protected from unauthorized
access.
The company uses its social media handle to gather valuable insights about the customer.
Social media generates a vast amount of the customers in real time. This information includes:
who are they? What do they like? And how do they feel about the brand? Through the constant
engagement, Dell can gather relevant data and use the data to make business decisions.
Company Technology and Social Media
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Secondly, the company uses social media to increase brand awareness and customer loyalty.
The social media handle allows customers to connect with the company efficiently. Research
has shown an increase in customer retention rate is directly proportional to its ease of
connectivity (Arthur, 2009). Finally, the company also runs targeted ads with real-time results.
The company acknowledges the fact that social ads are a less expensive way of advertising
while reaching the targeted audience.
The company attractively uses the website to satisfy their customer’s needs. First and
foremost, the company has attached an online brochure to their site. Through this online tool,
potential customers can find out about the products offered by the company online. Websites
provide a 24/7 hour operation to the customer without closing. Hence, customers can be able
to access your services even at odd hours.
Moreover, the website offers a means of communication to the customers. Dell has provided
contact information on how to reach them. Additionally, they have an inbox tool were
customers can type in their queries and have them answered within the shortest time possible.
Finally, the company updates news on offers, products, promotions, events and other content.
Website goals are related to the primary goals and objective of the website creation. Dell’s
website had the following strengths: it possessed customer-oriented design and messaging
system that allows easy usage of the site. The call to action tools was correct meaning that the
links and the contacts provided worked efficiently. Moreover, the content present was both
relevant and useful. Finally, the design was responsive and was fully supported by the different
media devices.
Company Technology and Social Media
References
Arthur, W. B. (2009). The nature of technology and business. Free press, New York.
Vannevar, B. (2016). Science the endless frontier. National Science Foundation, 32.
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Dell Customer Service Strengths and Weakness
Martha Negron
Rasmussen College
October 26, 2017
Dell Customer Service Strengths and Weakness
The customer or potential clients are at the heart of any successful business since business
operations, and activities solely depend on the customer loyalty and advocacy. In essence, it is
crucial that one understand the factors that influence customer behavior because it helps the
company or organization to remain competitive in the ever competitive markets. Therefore,
customer quality requires one to understand the customer attitudes, tastes and preferences, and
feelings toward the company’s products and how these needs fit the objectives of the company.
Reliable customer service is a boost to sales department due to consumer confidence. In serving
a global segment of the market of market customer service should have the skills to handle
diverse clients to develop the organization brand. The primary purpose of this paper is to discuss
Dell’s customer service strengths and weaknesses and analyze how they impact the company.
Dell is a global corporation that produces electronic products. Dell manufactures and sells with
other subsidiaries electronic products such as a computer, network appliances, printers, and
application software.
Strengths
Dell, being the most significant technological corporations in PC maker worldwide, it has
embraced the use of a direct model which has indeed contributed to the enormous success of the
company. The direct model allows the company to directly offer a close relationship with its
potential customers such as the corporate or the institutional customers. It is through this model
that the company has been able to provide other diversified products and services to its
customers, e.g., customized computer systems, online technical support, on-site product service,
and internet services. In essence, the extensive choice of diverse products and services from the
company has enabled Dell to have a competitive advantage over others in the industry.
In the direct model, it allows consumers to customize their products such as the laptops because
in the modern society today, most individuals are now educated and would want a product that
can fulfill their needs and desires. Regarding the customization of laptops, the customers now
want machines that have better performance and portability. In essence, the company
understands the needs of customers which have strengthened its customer base, and it has
exceeded customer’s expectation by selling directly to the consumer thus eliminating middlepersons and allowing customers to track their product’s delivery. It also offers its products at
competitive prices as a result of low assembly costs, cheap labor, and low manufacturing costs
Weaknesses
Dell has failed to attract the market of college student segment, and it has experienced low sales
revenue from educational institutions such as universities and colleges. It is as a result of its
focus on business customers hence affecting its ability to create business relationships with
learning institutions where most students often purchase their laptops via the school, an
opportunity that the Dell has not yet exploited. In essence, the company should exploit the
demand from college students and offer products and services to the education institution by
examining the needs of the students and customize their products towards the new target market.
Although the company boasts that it customizes its products to customer needs, wants and
unique features, it alienates its customer base who don’t understand about computer
specifications about computers and their products. Therefore, the company should create
awareness to its market segment and educate them on the importance of computers specifications
and advise them on when they make purchases.
Conclusion
Consequently, customer needs and quality of service is critical for a business to succeed in any
competitive industry. Hence, any company should focus on fulfilling the requirements and wants
of its target market if they want to remain competitive in the market. Dell has developed a direct
model in its company operations where it has eliminated middle-persons, customize products to
the client’s requirements, online technical support, etc. through the model, Dell has remained
competitive and relevant in the PC industry. Conversely, Dell has ignored to exploit on the
college student segment that often purchases their PCs via the school, it should, therefore, exploit
the market by first examining college students needs and customize the products. It should also
educate its customers on computer specifications since some consumers may not be aware.
References
Aaboud, M., Aad, G., Abbott, B., Abdallah, J., Abdinov, O., Abeloos, B., … & Abreu, R. (2017).
Electron efficiency measurements with the ATLAS detector using 2012 LHC proton-proton
collision data. The European Physical Journal C, 77(3), 195.
Cordero, E. R., Dell, T. J., Henderson, J. D., Sabrowski, J. A., Saetow, A., & Sethuraman, S.
(2016). U.S. Patent No. 9,230,687. Washington, DC: U.S. Patent and Trademark Office.
…
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