Dell 2000 Annual Report Download - page 6

The Company enhances its product offerings with a number of specialized services, including custom hardware and software
integration, leasing and asset management, server and storage consulting services, network installation and support and onsite service.
The Company's direct relationships with customers and its extensive online capabilities via www.dell.com enhance service delivery.
The Company is further developing its service capabilities with Internet-based services
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designed to enhance the customer experience. For additional discussion of the Company's service and support programs, see
"Item 1 — Business — Service and Support."
Compared to fiscal year 2000, beyond the box revenues increased 37%, representing 18% of net revenues during fiscal 2001. Beyond
the box revenues include $2.5 billion and $1.8 billion of worldwide services revenue in fiscal years 2001 and 2000, respectively.
Sales and Marketing
The Company's customers range from large corporations, government agencies and healthcare and educational institutions to small
businesses and individuals. In general, the Company uses similar sales and marketing approaches across all customer groups, as
demand levels for each customer group are principally driven by similar changes in market prices and overall general economic
conditions. Within each region, the Company has divided its sales and marketing forces among the various customer groups to better
meet each customer group's specific needs. No single customer accounted for more than 10% of the Company's consolidated net
revenues during any of the last three fiscal years.
Relationship Customers
The Company has established a broad range of business based on continuing relationships with large corporations, governmental,
healthcare and educational institutions and small-to-medium businesses. The Company maintains a field sales force throughout the
world to call on business and institutional customers and prospects. The Company develops marketing programs and services
specifically geared to these relationship customers. Dedicated account teams, which include field based system engineers and
consultants, form long-term customer relationships to provide each customer with a single source of assistance on various issues,
including technology needs assessment and technical evaluation of Dell products; system configuration; image development order
placement; lifecycle cost management; technology transition planning; installation assistance and project management; and detailed
product, service and financial reporting. For customers with in-house maintenance organizations, the Company offers a variety of
programs, including specialized computer training programs, a repair parts assistance program and other customized programs to
provide access to the Company's technical support team. The Company also offers customized product delivery and service programs.
See "Item 1 — Business — Service and Support."
For multinational corporate customers, the Company offers several programs designed to provide global capability, support and
coordination. Through these programs, the Company can provide single points of contact and accountability with global account
specialists, special global pricing, consistent service and support programs across global regions and access to central purchasing
facilities.
The Company also maintains specific sales and marketing programs targeted at federal, state and local governmental agencies. The
Company maintains account teams dedicated to specific governmental and educational markets.
Transactional Customers
The Company has established a significant base of business among small-to-medium businesses and individual customers. The
Company markets its products and services to these customers by advertising on the Internet and television, in trade and general
business publications and by mailing a broad range of direct marketing publications, such as promotional pieces, catalogs and
customer newsletters. The Company believes these customers value its ability to provide reliable, custom-built computer systems at
competitive prices, while offering knowledgeable sales assistance, post-sale support and a variety of service offerings.
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Internet Customers
A significant portion of the Company's business is being conducted via the Internet. Through the Company's World Wide Web site at
www.dell.com, both relationship and transactional customers as well as potential customers can access a wide range of information
about the Company's product and service offerings, configure and purchase systems online and access volumes of support and
technical information.
Leasing and Asset Management Services