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Richard Owen

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'The Internet could be considered the ultimate extension of our direct ... Austin-American Statesman 2/26/97. www.dell.com. Keys to Building Momentum. Deliver ... – PowerPoint PPT presentation

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Title: Richard Owen


1
The Internet Will BE Your Business
  • Richard Owen
  • Vice President, Dell Online Worldwide
  • October, 1999

2
The Internet could be considered the ultimate
extension of our direct business approach.
Dell Computer CEO Michael Dell Austin-American
Statesman 2/26/97
3
Keys to Building Momentum
4
Empower a Transformation
5
Evangelize to Integrate
  • with Customers
  • Training and education
  • Demand generation
  • with Sales and Marketing
  • Hybridization
  • Training and education
  • Sales incentives
  • with the Executive Team
  • Corporate-wide goals
  • Regular and frequent communication of successes,
    failures, and obstacles
  • Training and education

6
Deliver in Internet Time
7
Results to Date
  • Dell On-Line Sales

8
Internet will BE your business.
Dell Computer CEO Michael Dell IDC European IT
Forum, 09/13/99
9
Internet Will Be Your Business
5X
10
What?
How?
Why?
www.dell.com
11
What?
www.dell.com
Velocity
12
Speed to Quality
Fast Tech
Fast Tech
Fast Tech
www.dell.com
Velocity
13
Turning Our Business Inside Out
eSupport
B2B Commerce
Customer Care
Premier Pages
Value Chain
B2C Commerce
Share data and develop common applications to
eliminate redundancy and ensure consistent
experience
Recruiting
Internet
Data/Common Services
Intranet
Role Specific Applications
  • Purchasing - supply chain management
  • Marketing - product site content management
  • Sales - order management and customer specific
    content
  • SCM - configuration management
  • Product Engineering - tech support content
  • Customer Care - service content
  • HR - job postings

Manage the Business Applications Intranet
applications, including
  • Financial reporting
  • Pay and Performance Mgmt.
  • Benefits changes
  • Corp. Director

www.dell.com
Velocity
14
How?
www.dell.com
Efficiency
15
Services Efficiency
  • Resolution Without Onsite Dispatch

80
INDUSTRY
27
Source DataQuest, June 1998
www.dell.com
Efficiency
16
Dell OpenManage
www.dell.com
Efficiency
17
Commerce Efficiency
Dells system is so efficient that its like
going to the supply room and grabbing a box of
pencils. BancAmerica, 2/98
www.dell.com
Efficiency
18
Why?
www.dell.com
Customer Experience
19
What Drives E-Loyalty
62
Quality of customer service
Quality of customer service is a more
important driver to repeat online sales than
product or price.
19
Product price
Source BizRate.com
www.dell.com
Customer Experience
20
Focus on Customer Experience
Customer Focus
www.dell.com
Customer Experience
21
Customer Conversion through Experience
Apostles
Zone of Affection
Zone of Indifference
Loyalty
Zone of Defection
Terrorists
Source The Service Profit Chain, 1997
www.dell.com
Customer Experience
22
Experience Enhances Lifetime Values
Relationship Duration
Retention
Related Sales
Referrals Provided
Word of Mouth
Source The Service Profit Chain, 1997
www.dell.com
Customer Experience
23
Premier PagesSM Service
www.dell.com
Customer Experience
24
B2B Customer Integration
Customer
Dell
Requisitioning
Acknowledgement
Internet
Worklfow
Reconciliation
Order Submission
Notification
Logistics
Order Management System
Tracking
Procurement System
B2Be Direct - Connecting Customers Directly to
Dell Creating a direct business relationship and
providing an end-to-end e-commerce solution.
www.dell.com
Customer Experience
25
Personalization
Web experiences customized based on total
relationship with Dell
www.dell.com
Customer Experience
26
Personalization Shifts Online Experience
27
End-to-end direct business, leveraging the
internet
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