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
CRM 개념의 확장과 더불어 Relationship의 제반 특성도 변하고 있음
? 기존의 고객을 대응하는 기업내의 고객 채널에 국한되었던 관계의 범위는 비즈니스 파트너 (Reseller, Dealers 등)을 포함하는 것으로 확장되고 있음
? 기업이 주로 관계를 시작하고 관리하던 것에서 벗어나 고객들도 관계에 대한 통제력을
dealers are sleeping peacefully in their cell on Block A. The Officer rattles the tin cup between the entrance bar.
INT. JAIL CELLS - DAY
The inmates stir, rubbing their dirty faces and trying to sit up. The camera dollies slowly down the narrow hallway of the block which has three cells: Two small ones side by side, and one bigger cell that faces the block entrance. The sound of scribbling and b
of automobile. In automobile field, the premium that consumers feel is 'high-valued, first-class'. The automobile marketers try to make a premium image in consumers' mind because of incredible improvement of quality and the standard of consumers' satisfaction. The following table shows how much the cars which have premium image - such as BMW, Benz, Lexus and Audi - has been increasing in Korea.
satisfaction
Reduced overall processing cycle time through improved workflow management
Enabled segmentation to focus efforts on the most profitable customers
The Results
Consolidated Data Access Enables Superior Customer Service
Workflow Management Improves Workforce Deployment
Analytics Ensure Marketing Success
Measuring Customer
satisfaction by using Cocofun coupon book. The other one is the Extension of customer. As a wide range of generation, 10s to 70s, wants to have special experience, so we expect that cocofun’s coupon book could work on them too.
Before, our customers were limited from 20s to 40s long ago. Now, we can target any segment. For example, we can add silver couple in our dating program because they g