Dell Unleashes Social Media Services

  • Tweet  
  • LinkedIn  
  • Facebook  
  • Google plus  
  • Send to Kindle
  • Send to  

Dell is catching up to industry peers with the launch of its own social media services aimed at better understanding customers and assessing market needs.

Amid sinking hardware revenues, a sluggish software business and shifting economic tides, Dell, Inc. is making a concerted effort to understand its customers and better assess market needs. The tool of choice is a set of newly released social media tools.

The Round Rock, Tex.-based hardware firm developed the suite of social media services in house from a cross-functional team comprised of Dell Marketing and Dell Services. And naturally, the launch comes as an attempt for the firm better engage and assess the needs of its customers and the market as a whole.

Related articles

Altogether, the social media release incorporates command center build-outs designed to integrate the services across customer facing departments, as well as advisory services that provide customer assessment and recommendations, listening and insight services and best practice seminars.

The launch represents a first stab for the PC manufacturer to assess business needs of its customer via social media -- which has put it behind many of its industry peers long entrenched in the social media space.

Dell however isn't a complete newbie. The firm dipped its toe in the space by partnering with the American Red Cross in a Digital Operations Center launch earlier this year. And a partnership with Clemson University also helped boost the launch of the institution's Social Media Listening Center or “SMLC.”

Now it's likely Dell hopes to replicate prior endeavors through its own set of services.

“Organizations of all types and sizes recognize the value of integrating social media into their enterprise processes, but implementation of social media can be very different for each company,” said Allison Dew, Dell vice president, global corporate and consumer marketing. “We work with our customers to understand their needs and challenges and design an approach that is right for them, whether they need consultation, tools and solutions, or simply want Dell to manage it for them.”

But time will determine its success. The services could potentially provide a useful tool that give partners and customers alike an available forum on which to provide feedback, lodge complaints or ask questions.

And Dell is hardly the first to launch social media efforts. In fact, far from it. Industry peers such as IBM Corp. and SAP have made more investments in social tools, as has SalesForce, Cisco Systems, Inc. and others.

But coming in late to the came could present some obvious drawbacks. With a vast array of available and well-established consumer social media sites that include Twitter, Facebook and LinkedIN, as well as a myriad of enterprise social media and collaboration offerings, the company could risk losing to social media burnout from users.

But more than that, the roots of the company’s most salient challenges run deep. For its third quarter, Dell posted declining revenues in just about every sector , with PC sales and its consumer divisions suffering the most acute losses.

Over the past year, Dell has voraciously bulked up its enterprise software and services portfolio through aggressive serial acquisitions that included database management firm Quest Software, Inc., firewall vendor SonicWALL and thin client firm Wyse Technologies, Inc., among others.

However, the company is likely discouraged by slower than anticipated growth for many of its new acquisitions, purchased with the intention of rounding out product holes and ultimately propelling the company toward a more comprehensive software and service overhaul.

The new set of services could help provide a few more insights that allow Dell to better meet customer needs, and adequately respond to integration, support, customer service issues, as well as product deficiencies and other glaring challenges.

However, in the long run, the chances are strong that feedback will likely reaffirm to Dell what it already knows.

 

  • Tweet  
  • LinkedIn  
  • Facebook  
  • Google plus  
  • Send to Kindle
  • Send to  

Want to keep on top of all the North American channel news?

More on Channel Business
shadow-banking-web

Shadow IT brings ups as well as downs

While shadow IT poses a threat for solution providers, there are advantages to be found as well

mock3-0913

Channel millennials to learn from older peers with new CompTIA initiative

Initiative may help with 2015 emerging threat of millennial expectations

NY traffic lights

Gigamon launches partner program

Traffic visibility firm includes pre- and post-sales training certifications in new partner program

Sales online and in the shops

Black Friday wearable tech uptake splits industry

Shoppers may have snapped up a bargain wearable device on Friday, but just how much impact will this have when they choose to wear it to work today?

Visitor comments
Add comments
blog comments powered by Disqus
In-depth
Road to city

Evolution to as-a-service a rocky road for VARs

The much-discussed service provider route does not come without repeated bumps in the road for solution providers

team-of-toy-figures-putting-a-final-jigsaw-piece-into-place

EMC’s VMware remains intact — for now

Amid a rapidly consolidating and converging technology market, the storage giant staves off the spin-off of its virtualization software arm and stays ‘whole’

business-help

VARs need to evolve; vendors can help them do it

Who bears responsibility for helping the channel adopt new business models?

charles-foley-watchful

Vendor Q&A Series: Charles Foley, Watchful Software

The latest channel exec to sit in the Channelnomics hotseat is Watchful Software's chairman and CEO