Dell 2004 Annual Report Download - page 7

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Table of Contents
Managed Services assists customers in planning, deployment, maintenance, asset management, on-site field services, and other related services.
• Professional Services. Dell Professional Services helps businesses utilize emerging technology, enhance efficiencies, reduce business risk, and maximize
return on technology investment. Using its expertise and best practices in technology consulting, application development, solutions integration, and
infrastructure design, Dell designs, develops, and implements end-to-end technology solutions.
• Deployment Services. Dell's deployment services are designed to rapidly configure and deploy Dell systems and products into IT environments. Dell's
custom factory integration services allow customers to configure systems to meet their specific hardware and software needs. Additional deployment
services include asset management and recovery services, custom delivery services, installation services, managed deployment services, and image
management services.
• Support Services. Dell offers a variety of customized services and support programs tailored to meet specific customer requirements. Dell operates
Enterprise Command Centers in the United States, Ireland, China, and Japan to provide rapid, around-the-clock support for critical enterprise systems.
Additionally, Dell provides a limited warranty for all computer systems and offers limited 24-hour telephone and online technical support. Dell also offers
warranty upgrades and services such as CompleteCare accidental damage service, At Home Service for technical support service at home (provided via
third-party contract with the customer), Helpdesk for all software and peripherals support, and Gold Technical Support for advanced technical service.
• Training and Certification Services. 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.
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 additional
information about Dell's financing arrangements, see "Item 7 — Management's Discussion and Analysis of Financial Condition and Results of
Operations — Off-Balance Sheet Arrangements" and Note 6 of Notes to Consolidated Financial Statements included in "Item 8 — Financial
Statements and Supplementary Data." Also see "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 customers include large corporate, government, healthcare, and education accounts, as well as small-to-medium
businesses and individual customers. 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. See "Item 1 — Business — Factors Affecting Dell's Business and Prospects" for information about the risk associated with government
contracts.
Dell's sales and marketing efforts are organized around the needs, trends, and characteristics of Dell's customers. Dell's direct business model
provides direct and continuous feedback from its customers, thereby allowing the company to develop and refine its products and marketing
programs for specific customer groups. This constant flow of communication, which is unique to the
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