Dell's Use of CRM-SCM Integration to Dominate the PC Market

Authors

Sharon Klinker, Blinn College
Ronald Terrell, IKON Office Solutions
Ahmed Y. Mahfouz, Prairie View A&M University

Abstract

Dell is one of the most successful and profitable computer corporations in history. It has been known for its innovative customer service and product custom configuration. As it continues to grow, it is faced with the challenge of how to maintain its customer relationships and inventory management, while continuing to meet the demands and requirements of its customers. This paper will examine how Dell implements enterprise-wide computing software, which profiles and targets its customers, as well as streamlines the flow of its products throughout the supply chain. Dell's collaboration with other computer software companies has allowed it to become a leader in customer relationship management (CRM) and supply-chain management (SCM). These initiatives have resulted in net revenues of between $30 and $60 million over the last five years.

Recommended Citation

Klinker, Sharon; Terrell, Ronald; and Mahfouz, Ahmed Y. (2006) "Dell's Use of CRM-SCM Integration to Dominate the PC Market," Communications of the IIMA: Vol. 6: Iss. 3, Article 9.
DOI: https://doi.org/10.58729/1941-6687.1328
Available at: https://scholarworks.lib.csusb.edu/ciima/vol6/iss3/9