not the least thing that we can learn from this story is, the importance of customization and customer satisfaction. The firm even operates an exclusive service manager for customers, consulting with them to maximize satisfaction. Also, they operate a casual waiting room, planning to operate a shuttle vehicle, provides customers related industry’s network, all for customer’s satisfaction.
SWOT
Items Competitive power Main Factors
Brand Reputation High ‘Samsung’ halo-effect
Brand Image Low Weak brand position
Performance High Dealers’ satisfaction for quality
Design / Color High Diversified design and color
Price Level Medium Similar to competitors
Distribution Channel Network Low Inferior distribution channel network
Capacity Low Low satisfaction level
dealers are not that great (in terms of profitability)
Late entry, yet very successful
Focuses on personal consumption of automobiles
Efforts concentrated on customer satisfaction and loyalty
Requires Huge amounts of fundings
Created somewhat more solid channel structure
Brand consolidation and Profit maximization
Customer-Centric Approach, with enhanced A/S
Requires huge init
The types of distribution of Heineken are quite diverse and convenient for consumers to buy. Consumers can buy Heineken anywhere, from wholesale dealers, retailers, from hotels and restaurants, shops, clubs, bars, etc. The company carries out activities so that products can reach the target customers with ease. In addition, the company must understand, select and link distribution channels,
satisfaction), 고객 유지율(customer retention), 대리점 매출 증가율(dealer profit growth) 등을 사용할 수 있다.
③ 내부 비즈니스 프로세스의 관점(Internal Business Process Perspective)
성과를 최대한으로 달성하기 위해 어떠한 프로세스에서 탁월해야 하는지 규정하는 것이 이 관점의 목표이다. 이는 가치사슬(val