How the Big Boys Chase Innovation
Panel of execs from Best Buy, Dell and 1-800-Flowers.com lead keynote presentation on competitive differentiation

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Joe Keenan
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To create relevant personal experiences, Dell forms profiles of its customers and then targets them with particular products based on those profiles. Those profiles are partly based on the more than 2 billion conversations Dell has with its customers each year. The company's philosophy is to listen to what customers have to say, then filter suggestions back to senior management.
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