Dell 2002 Annual Report Download - page 7

Table of Contents
systems to Dell for any reason within 30 days of purchase. In addition, Dell provides a limited warranty for all computer systems for a period generally
ranging from 90 days to three years and offers 24 hour telephone and online technical support. Dell also offers warranty upgrades and services such as
CompleteCare accidental damage protection, At Home Service for technical support service at home or work, Express Tech Support for priority access to
Dell's technical support team and home installation services.
• Training and Certification. Dell offers training and certification programs for business and consumer customers worldwide. Dell's online training programs
feature over 1,200 courses for consumer, business and IT professionals. The courses are designed for all skill levels and range from personal finance to
business productivity to IT certification. For enterprise customers, Dell offers Dell service technician training and system administration training and
certification (both on–site and at Dell labs) through the Dell Certified Enterprise Engineer training program. These programs provide system administrators
and technicians the ability to learn the intricacies of Dell equipment both before and after installation to allow customers to maximize their return on
investment.
Financial Services
Dell offers various financing alternatives, asset management services and other customer financial services for its business and consumer customers in the
U.S. through Dell Financial Services L.P. ("DFS"), a joint venture between Dell and CIT Group, Inc. ("CIT"). For government, some small business and
international customers, Dell partners with a variety of third-party financial services companies to offer financial services. For additional information about
DFS, see "Item 7 — Management's Discussion and Analysis of Financial Condition and Results of Operations — Liquidity, Capital Commitments and Other
Financing Arrangements — Other Financing Arrangements — Dell Financial Services" and Note 7 of Notes to Consolidated Financial Statements included in
"Item 8 — Financial Statements and Supplementary Data." See also "Item 1 — Business — Factors Affecting Dell's Business and Prospects" for information
about the risks associated with DFS.
Sales and Marketing
Dell sells its products and services directly to its customers through dedicated sales representatives, telephone-based sales and online sales through
www.dell.com. Dell's direct model provides direct and continuous data regarding customer trends and needs. Based on that information, Dell continually
develops and refines products and marketing programs for specific customer segments. This constant feedback, unique to the direct model, allows Dell to
rapidly gauge customer satisfaction and introduce new products.
Dell's sales and marketing efforts are organized based on customer needs and characteristics. Dell's customers include large corporations, government
agencies, healthcare and educational institutions, small-to-medium businesses and consumers. Within each of Dell's geographic regions, Dell has divided its
sales and marketing resources among these various customer groups. No single customer accounted for more than 10% of Dell's consolidated net revenue
during any of the last three fiscal years.
For large business and institutional customers, Dell maintains a field sales force throughout the world. Dedicated account teams, which include field-based
system engineers and consultants, form long-term relationships to provide each customer with a single source of assistance and to develop specific marketing
programs for these customers. For large, multinational customers, Dell offers several programs designed to 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. Dell also maintains specific sales and marketing
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