Dell says 2.0 will help customers

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By  Published  September 22, 2006

Computer maker Dell has announced that it is changing its business model in order to put more of a focus on customer service, a move that industry watchers said was the clearest sign yet that the company had acknowledged problems in its customer relations.

Chairman Michael Dell said at an event in New York this month that the company was establishing a new business plan, dubbed Dell 2.0, in a bid to turn its fortunes around. Dell has suffered an array of problems in recent months ranging from a SEC investigation to poor profit results toa battery recall.

Part of the new business plan will involve boosting the company’s customer service ratings, which have slipped in the past year, executives said.

The firm said it will invest US$150million in improving customer relationships this year.

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