Customers Being Heard – Dell OEM Customer Advisory Council

Dave Link

It was a surprise and a great honor when Dell asked us to participate on their Industry Solutions Group (ISG) OEM Customer Advisory Council – even more so when I met some of the other members from companies like Google, Teradata, Siemens Medical and Cisco. Not so shabby.

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I arrived in Austin Sunday night to get ready for a factory tour on Monday, a kickoff dinner and then two days of briefings from Dell executives, including Michael Dell himself! Dell’s ISG business is growing at a very fast pace and continues to build momentum and focus within the broader organization.

We had a nice overview of the product roadmap, including some of the exciting enhancements Dell is making to their storage products such as the MD3000 and the new EqualLogic PS5000 series iSCSI solutions.

I really enjoyed the Council meeting and it reminds me all over again; what I admire about Dell is the way they and Michael Dell himself stay close to the customer. The entire purpose of this event is to “get it right” and determine meaningful ways to embrace change (including change in the manufacturing process) in order to make their customers more successful. Ah shucks, you may say that all companies behave this way… well I must tell you that is not true and at times, I find it difficult as we continue to grow to stay as close as I would like to all of our customers varying needs and directions.

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This concept of gathering, internalizing and embracing customer feedback is a simple principle of Business Success stories. Always trying to improve the pace of change and build meaningful sticky relationships with customers. Dell’s very successful Ideastorm site where customers post product feedback and are active participants in the Dell community is a great example of how to do this right. No other hardware vendor that we have worked with or attempted to work with has ever gone to the extent of embracing change that Dell has during our 5-year relationship.

From the custom factory integration services to the attention to detail in the order and manufacturing, and logistics processes, Dell helps us execute for our customers and I must admit that we could not have built the business as quickly or efficiently without Dell!

So thank you Michael Dell for building a business that embraces change and is focused on helping your ISG customers succeed.

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