Dude, Dell's got a problem

Laura Reis writes:

"When a company gets into trouble, all management wants to do is to use PR to fix the PR problem. Instead they should be doing something to fix the underlying problem that is causing the PR problem."

In effect, she reminds us that PR shouldn't deny problems; PR tells us "what is." Read her full post in Dude, Dell's got a problem.

Her solution: focus on the "best" customers. "Bad" customers want Wal-Mart pricing and Nordstrom's customer support. In Dell's case, home users are "bad" customers; corporate customers are "good."

Which customers are your best ones? Should you fire your worst ones? And can you make that sacrifice? Focus ain't easy, is it?

Steve Johnson

Steve Johnson

Steve Johnson was a founding instructor at Pragmatic Institute, a role he held for more than 15 years before he left to start Under10 Playbook. In his return to Pragmatic Institute, Steve supports the complete learning path for product teams, ensuring they are fully armed for success. 

Over the course of his career, Steve has helped thousands of companies and tens of thousands of product professionals implement product management processes. He has worked in the high-tech arena since 1981, rising through the ranks from product manager to chief marketing officer. Steve has experience in technical, sales and marketing management positions at companies that specialize in both hardware and software. In addition, he is an author, speaker and advisor on product strategy and product management.


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