Every decision needed to begin and end in the customer’s best interest,’ said Rory Read ‘We were designing the new company from the customer back. In the simplest terms, this translated to “Do no harm.” Using every avenue possible to listen and engage with customers, the VCIO confirmed what they knew Customers wanted, above all, the continuation of the great client experience they had with each company before the merger. Rather than simply rely on instinct and experience, the VCIO commissioned a study to refine the Day One offer based on a broad sample of the customer base. From a successful track record of acquisitions by both companies, the VCIO knew what customers wanted and didn’t want out of the new company - innovation, simplicity, and most importantly, no disruptions. Solutions spanned the spectrum of the new company’s capabilities, offering everything from completely new offerings to simplified billing for its largest combined customers. Both companies wanted to ensure they provided true value immediately following the merger’s close, and worked diligently to shape for their customers the most valuable offerings possible. Their goal was long-lasting value through innovation, service, and collaboration.
Respect culture(s) and amplify foundational elements of the new companyĪs a primary guiding principle, the VCIO focused on generating value for their customers.This not only enabled them to complete a successful merger in September 2016, but also surfaced a number of invaluable lessons along the way that should be studied closely by any company entering into a similar arrangement. In my previous post, I looked at how the historical merger of Dell and EMC came about, and how their teams laid the foundation for a Value Creation Integration Office (VCIO) to manage the process from beginning to end. History says it’s not possible Dell and EMC prove the exception. Following that, and many prior discussions, he gathered his thoughts here on the historical combination of companies that created Dell Technologies. Powers recently interviewed Rory Read, chief integration officer for Dell and chief operating officer, Dell EMC, and Howard Elias, president, Dell EMC Services and IT, for Deloitte’s CFO Journal in The Wall Street Journal. The first can be found here on Direct2Dell. The following is the second of two guest posts from John Powers, principal, Deloitte Consulting, LLP. Energy, Climate Action & Sustainability.APEX Cloud Platform for Red Hat OpenShift.APEX Cloud Platform for Microsoft Azure.
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