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Michael Dell: Break it ’til you make it
Masters of Scale
Dell's Customer Service Practice
Dell's direct sales model was a success, not just because of price con ence in the ability for users to build their own machines. But as pcs became less of a nich purchase, prices came down and so did margins. Although dell was well placed to thrive this thanks to its innovative supply chain and sales, it found it harder to keep pace with customer service.
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