Dell 2003 Annual Report Download - page 7

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Table of Contents
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 Support Services helps maximize the value and performance of customer technology, while minimizing expense and inconvenience.
Offering a variety of customized services and support programs tailored to meet specific customer requirements, Dell's support ranges from remote software
and enterprise support to on-site support. For example, for enterprise customers, Dell offers four tiers of service through Enterprise Support for server and
storage systems, ranging from comprehensive around-the-clock support for mission-critical systems to next business day on-site support for non mission-
critical systems. For customers in the U.S., Dell's Total Satisfaction Policy currently allows customers to return desktop and notebook 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 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. For enterprise customers, Dell offers Dell service technician training and system administration training
and certification (both on-site and at Dell labs) through Dell Certification Programs. 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 businesses, 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 — Consolidation of Off-Balance Sheet
Arrangements — Consolidation of Leasing Affiliate," and Note 6 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 customers include large corporate, government, healthcare and education accounts, as well as small-to-medium businesses and
individuals. 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.
Dell's sales and marketing efforts are organized around the needs, trends, and characteristics of Dell's customers. Dell's direct 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
segments. This constant flow of communication, which is unique to the direct model, also allows Dell to rapidly gauge customer satisfaction and target new or
existing products.
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