While the Geek Squad may get a lot of press for Best Buy, CompUSA is taking a larger stab at the service and technical support business, especially when it comes to the B2B market. Dealerscope recently interviewed Jim Loden, vice president, business services for CompUSA about his company’s support strategy, shortly after CompUSA announced that it would be the first mass-market retailer to offer the on-demand software, NetSuite, and that its IT services are now Microsoft certified.
Jim Loden: “We sell to about 53,000 SMB customers a month. Last year, for the first time, we broke $1 billion in sales. Projections this year are double digit growth, so it’s an exploding segment of our market.
We have a multiple layer support system. We have small-to-medium business (SMB) reps on our sales floor to support the business customer that comes in and chooses to shop at retail, which more and more consumers are doing today. As a matter of fact, in a survey we did 12 months ago, 54 percent of the customers who were walking out of our stores were buying for business.