常常有这样一种情况,当公司的市场份额迅速增长时,服务体系的不够完善将导致客户满意度下降,使公司的品牌形象受损,进而导致丢失市场份额。而根据Garnter 的报告,戴尔公司的出货量已经连续多年以数倍于市场平均增长的速度在中国市场上发展,甚至还于今年首次夺得了 IA 服务器市场发货量第一的位置。那么,戴尔的售后服务体系是否能够跟上戴尔的快速增长呢?最近的一个第三方的调查报告给出了一个明确的答案:戴尔在商用台式电脑、商用笔记本电脑、PC 服务器等领域一共获得了“用户满意度综合第一”等11项 It is often the case that when a company’s market share grows rapidly, imperfections in the service system will result in a decrease in customer satisfaction, a detriment to the company’s brand image, and a consequent loss of market share. According to Garnter’s report, Dell’s shipments have been growing several times over the years in the market average speed in China, even for the first time this year won the IA server market shipments in the first place. So, Dell’s after-sales service system can keep up with Dell’s rapid growth? A recent third-party survey gives a clear answer: Dell in the commercial desktops, notebooks, PC servers and other fields have been “Comprehensive Customer Satisfaction” and other 11 items