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SAMSUNG

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Introduction

PRODUCTS

Samsung products: Samsung's name is associated with most people, it is

company of smart phones and television screens only, and this is not true...

Samsung includes an infinite number of major companies that produce a

variety of products:

- Samsung Electronics: is a company known to everyone that produces smart phones, screens, TVs and many electronic devices As well as medical equipment.

- Samsung Heavy Industries: Not much is known about them, but Samsung Heavy Industries is manufacturing the largest ships in the world.

- Samsung Engineering and Samsung C&T: one of the most important and largest construction companies in the world where it has built the most important buildings in the world, such as "the construction of Burj Khalifa in Dubai, Taipei Tower 101."

- Samsung Automotive: is a company that manufactures cars, but recently Renault France bought shares of them by 70%.

This is in addition to other companies such as Samsung Insurance, one of the largest insurance companies in the world, Samsung Security and Shell Advertising Company.

SAMSUNG LOGO’S

Samsung Group is a South

Korean multinational conglomerate

company headquartered in Samsung

Town, Seoul.

Over the next three decades the group

diversified into areas including food

processing, textiles, insurance, securities

and retail, Electronic devices.

Business strategy of Samsung Electronics is

directed at strengthening the

competitiveness and profit structures and

the focus is on the development of

premium products. Thanks to efficient

implementation of this strategy, Samsung

currently contains the global leadership in

visual display market segment with the

market share of 28.3% for all flat-panel TV

product lines.

And focusing the Global Strategy for

Samsung Electronics on eight important

regions around the world and includes

North America, Europe, Southeast Asia,

Central Asia, Middle East, Africa, China, and

the Caribbean Islands and Latin America.

And operate Samsung according to its

vision of the concept of "digital

convergence", where they are linking Stuff

via digital networks, through four main

business units, namely: home appliances,

office equipment, mobile devices, and basic

components, which are involved in many

industries and contribute to the latest

innovations production in the digital world.

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Customer Retention strategy used in Samsung:

Customer retention can be achieved by:

1- Understanding customer conduct.

2- Client expectation for future use.

3- Keeping client dynamic with equipment.

4- A sturdy CRM Software.

Customer Retention approach:

1- Delivering service that is steady with client esteem suggestion and brand.

2- Cross-promoting, up-promoting and asking for referrals from current customers.

3- Growing – Enhancing programs to increase client loyalty and decrease turnover.

4- Knowing the lifetime esteem for various sections and utilizing that information to enhance

you’re showcasing, marketing.

5- Prioritizing retention as a primary consciousness to your annual advertising and marketing plan.

Designing CRM strategy

The three Pillars of CRM

People, techniques, and technologies are each a crucial cornerstone of a success CRM strategy.

Not giving appropriate regard for each will make those columns disintegrate and structure fall.

Don’t fall prey to cognitive bias—the idea there are no any issues because the system already

appears to work out of your vantage point, or the belief that your customers are already aware

of the manner. Ensure your process is in region and account for the peoples involved in your

organization earlier than choosing the proper technology solution.

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CRM maturity models can assist businesses plan for his or her CRM roadmap and recognize in

which they're within the system for complete CRM mastery. a number of models exist, from the

easy to the complex. Here’s a simplified version to demonstrate how companies can be

tempted to pass the people and manner additives of CRM approach and head without delay to

technology.

1- People

CRM is about the general population—truly. Couple of different business capacities, are as

centered on individuals. The birthplace of the practice is as old as business itself. All things

considered, each business has connections to oversee. It's simply an issue of how innovation

has adjusted the speed and courses in which we interface.

The concentration of CRM is to create more grounded client connections, those enduring ties

that help both the business and the client flourish. It's fundamental to comprehend the client

through profiles, utilize cases, needs, personas, and individual client lifecycles.

However, it's not just about building associations with clients. CRM frameworks likewise assist

oversee associations with partners—both inward and outer—of the association. These

incorporate:

Customers, Employees, Executive administration, Partners, Suppliers, Media, Investors,

Advisors.

The connections between and among these partners are critical. Understanding what data

should be shared and gotten to by each gathering, and also how data goes between them, will

help manage an arrangement for CRM programming. Consider building a hierarchical

relationship guide to distinguish basic ways in correspondence.

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2- Process

Process is the shape that liberates the business to develop and evolve, and each process is

precise to every company.

CRM addresses the customer Life Cycle

Purchaser dating management’s primary roles of sales, advertising, and customer support

constitute functions alongside the consumer lifecycle. Albeit each has a prevailing part, all work

to bolster each other.

Each business' client lifecycle is exceptional; however a general stream is as per the following:

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3- Technology

CRM technology has made large strides since the 1990s. The software program started on-

premise and became bulky, underwhelming, and steeply-priced. As technology has stepped

forward over the past couple a long time and grow to be greater handy (way to internet-based

totally software program), businesses now have access to powerful, comprehensive, and

inexpensive CRM structures.

Now that we’ve walked through people and technique, it’s time to recollect an era answer.

Deciding on CRM software comes down to a variety of factors. Right here’s what to ask at the

start of your search.

Business targets: What are your center qualities? What are your business targets? This drives the purpose of your CRM framework.

People: Who will require access to the information? What are their necessities?

Process: How does this fit into the bigger procedure among the key elements of offers, promoting, client benefit, and beyond?

Budget: How is this arrangement evaluated? Is it per situate a level month charge? What extra administrations should figure gaining this new programming (preparing, IT redesigns, guarantees, and so forth.)?

Ease of utilization: How effectively will your group have the capacity to embrace this product?

Compatibility: Is this CRM programming perfect with your present IT framework? Can it get to the Programming interface of outsider frameworks?

Growth: Is there possibility for expansion your enterprise and desires develop?

Measurement: What do you have to quantify and track? How is this information imparted in the program?

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Interview

Numb. QUESTIONS ANSWER

1 Why do you need this CRM supervisor job?

First, “i really like customer service due to the fact i like the steady human interplay and the pleasure that comes from supporting a person to remedy a problem", Then “I’ve continually been passionate about schooling and training, and I think you all are doing awesome things, so I need to be a piece of it".

2 What challenges are you searching out in this CRM supervisor position?

Discussing how you might want to have the capacity to adequately use your aptitudes and experience on the off chance that you were employed for the career.

3 What is your most noteworthy weakness?

I some of the time get diverted little points of interest", "I am once in a while not as patient as I ought to be with subordinates or colleagues who don't comprehend my thoughts" Include that you are aware of the problem and you are doing all of your excellent to correct it through taking a course of movement.

4 Have you at any point had a contention with a supervisor or manager? How was it resolved?

Yes, I have had clashes before. Never significant ones; however there have been differences in thoughts that should have been settled. I've found that when struggle happens, it serves to completely comprehend the other person viewpoint, so I set aside opportunity to tune in to their perspective, and afterward I look to work out a cooperative arrangement.

5 Did the revenue we provide entice you to this CRM supervisor career?

The pay was extremely alluring, yet the employment itself is what was most alluring to me."

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Evaluating CRM strategies of Samsung Company

One of Illustration Organization that utilizations CRM Is "Samsung". Samsung is a market

pioneer in Purchaser Hardware and Phones. For over 70 years, Samsung has been at the leading

edge of innovation. Their discoveries, innovations and step forward products have helped form

the history of the virtual revolution.

To cut the time in the inventory network, SAMSUNG Gadgets hanging three procedures, to be

specific the procedure of client administration, prepare Research and development

administration, and production network administration forms. The procedure that will interface

the Research and development, creation, advertising and clients additionally, to answer the

necessities of IT foundation with a specific end goal to accelerate their three forms, they utilize

the ERP framework (Venture Asset Arranging - Assets Activity Arrange) on the branches all

through the nation and abroad.

Routes for development

Innovation is dependably in a condition of development, and moreover it is important to adjust

keeping in mind the end goal to keep on thriving in the purchaser gadgets industry. This rings

particularly valid for Samsung's situation, which confront a portion of the fiercest rivalry out

there. There are various changes that I think Samsung ought to consider making keeping in

mind the end goal to hold its upper hand. My first suggestion is one that Samsung has as of now

started actualizing on a chosen few items; expanding the nature of their offerings. Samsung has

a genuinely comparative valuing structure to that of Apple. Be that as it may, most by far of

their items don't feel so "Premium" as Apple's. An expanded accentuation on assemble quality

could go far, a reality that Samsung is plainly mindful of, considering its most up to date leader

telephones looks to some extent like the iPhone.

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Another alternative that Samsung has is to separate itself from such close rivalry with Apple

and concentrate on bringing costs down to contend all the more specifically with any

semblance of Xiamo's cell phones or Dell's and HP's PCs. Despite the fact that they will be

unable to cut expenses as much as some of these organizations, they do claim the dominant

part of their production network (numerous through acquisitions), so they ought to have no

issue estimating price something in the center. Clearly the normal shopper would be

impeccably eager to spend marginally more on a Samsung telephone instead of a practically

identical telephone made by a less commonplace organization.

Samsung is as of now performing extremely well in the TV market. In spite of the fact that they

charge a top notch, television is one of the divisions where Samsung's quality has dependably

sparkled. It is, nonetheless, significant that they are careful about Apple's unavoidable passage

into TVs. If Apple dispatches its own particular television sooner rather than later, Samsung

may need to reevaluate either their estimating structure or locate another "executioner

highlight" to separate them from the opposition. Also, considering Samsung gives important

parts to the vast majority of its nearest rivals, it is insightful to rethink their terms. Samsung as

of now creates almost the majority of the displays for Apple's devices. Wiping out this

acquisition procedure could give an extra boundary to section for Apple and others hoping to

fan out.

It will be exciting to see how Samsung’s commercial enterprise method changes within the

coming years. Their vision for the year 2020 locations an emphasis on innovation. However,

Samsung via their very nature are not genuine innovators. They’re extremely powerful “rapid

fans” who are brief to create counter-products; however they very hardly ever introduce new

product classes of their line. They must be careful with this method as it often leads them into

infringement court cases. With their breadth of product traces in area, Samsung would be wise

to scale back on their offerings and attention on a few excessive exceptional products in each

marketplace. And that may made them recognize that a company "Samsung" cannot thrive on

emblem name alone. If Samsung pursues such as courses, we consider and trust that they have

got a sustainable and profitable destiny ahead of them.

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Touch Point

Before Purchase

During Purchase

After Purchase

Social Media Store or Office Billing

Ratings & Reviews Website Transactional emails

Testimonials Catalog Marketing emails

Word of mouth Promotions Service & support teams

Community involvement Staff or sales team Online help center

Advertising Electronic System “Software”

Follows ups

Marketing / public relations Point of sale Thank you cards

Knowing your touch points is only half of the bottle. To improve purchaser delight, you need to

make sure each contact factor "touch point" ends in an amazing consumer experience, and that

the journey as an entire delivers on clients’ expectancies.

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Customer Journey

Step 1:

Learns he needs a phone

for a business / gaming /

etc...

Media Exposure: Have ads

on social media and

television

Step 2:

Researches a variety of

mobile phone brands

Media Exposure: Have

banner on different web

of reviews and companies

that offer plans

Step 3:

Finds where nearest

phone company is

Media Exposure: Have

billboards on highways

and roads

Step 4:

Arrives at company

Media Exposure: Have ads

in windows of latest

products and have

interactive displays

Step 5:

Looks at several phone

brands

Media Exposure: have

description of what makes

products unique

Step 6:

Learns about a variety of

cell phone plans

Media Exposure: sales

associate goes over what

benefits are offered

Step 7:

Purchases phone for

Client

Media Exposure: ads on

television, radio, & sales

social media

Step 8:

Takes phone home & sets

it up / customizes

Media Exposure: ads on

social media to promote

use of product

Step 9:

Client takes it to work,

university & shows all his

friends

Media Exposure:

promotes product for

Samsung & generates

good word of mouth

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Footprint

They utilize distinctive channels, diverse objectives and use. Online networking design no longer

advances around Facebook. It’s nevertheless a dominant social media platform, however extra

like an amplifier for us, reach & focus growing platform, than a center hub. It is ideal for

product launches, helping present campaigns, and information and records spreading. Twitter

and Instagram are enormously cell, greater specialized & direct systems. We’re using them as

engaging systems, for every day & direct communiqué, life-style communication, identifying

influencers (with a use of social media tracking), real-time verbal exchange, and supporting

present campaigns. YouTube, as a second-largest net search engine is a search-greater platform

for us, “Although we’re considering expanding the role of our channel; Stay tuned”!

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Customer Platform

Brand Platform

The brand stage is a structure of coordinated brand parts architected to make centered client

development. As a stage, it: 1) fills in as a typical establishment for software applications

"program"; 2) takes into consideration more prominent productivity in brand program

improvement by means of shared components; 3) enhance setting and substance over the

brand; and 4) empowers clients to broaden the brand through base up brand advancement

roads.

Client Platform

The client stage is the structure of assets, instruments and capacities that the client depends on

to succeed. An appropriately developed brand stage can venture in and bolster basic parts of

the client stage, regularly in a 1:1 fit, liberating the client to seek after extra destinations. In this

procedure, the client "embraces" the brand stage and can increase the value of it through client

activity and development, eventually nourishing this incentive back to the brand.

Brand and

customer

platforms are

therefore key

factors in creating

clients. the more

potent your

platforms for

client innovation,

the much less you

have to worry

about commodity

incursion.

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Offline and Online Strategy

1. Define your brand

Inside the competitive retail marketplace, you want to have a characterized - defined logo with

a view to boom engagement and appeal to new customers. moreover, that logo needs to have

a company footing on-line and out in the real world. the concept that clients need to be

uncovered for your emblem seven times before than they will make a buy. the important thing

right here is consistency across the board.

One manner to have an effect on your offline presence is to have interesting and amusing

window presentations. The tone and fashion should fit what buyers noticed to your print and

digital commercials. The retail industry is especially visible, and you can flip that right into a

large benefit by growing window shows that show off your character. Your visual presentations

ought to exchange seasonally at least, even though you might even keep in mind converting

them on a monthly or bi-monthly foundation. test out our visible show segment for a laugh and

affordable methods to feature a few amusing on your storefront.

2. Offline and online should work collectively

The best general promoting methodology traverses both the advanced and disconnected

domains. This approach will guarantee you make however much progress as could reasonably

be expected. What's more, it doesn't need to break your financial plan, either. On the off

chance that you've as of now observed great footing on the web, you could leverage that into

an offline marketing campaign. Having a coordinate battle makes that simpler. On the off

chance that you can open new clients to an online networking advertisement, a drawing in

tweet and mail flyer you would be well on your approach to getting those desired seven

engagements. It's not an immovable lead, but rather exposure should you can get, as much as

possible.

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3. Don’t neglect traditional channels

There’s absolute confidence that social media campaigns and pay-in line with-click ads are the

future of advertising. However it is now not time to abandon traditional offline channels yet!

Social media nowadays located that 54 percent of adults are more likely to buy a product that

they see in a trusted newspaper or magazine, making those first rate locations to put it up for

sale. And then there is the seasonal sale – this simple-yet-effective technique can really get

buyers on your shop and eyes on your merchandise.

Conclusion

Samsung is a renowned worldwide organization. It has synthetic electronics devices and other

solid products. It is a notable brand in light of its administration, incredible representatives,

Inventive credible products. A mindful way to deal with business and worldwide citizenship and

globalization with partners and clients; Samsung is taking the world in dynamic bearing for new

eras.

So it is attempting to be the best and great brand area of electronics materials within the world

by enhancing its size, rate satisfactory, capability or power of the devices.

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Reference

http://www.samsung.com/us/aboutsamsung/investor_relations/financial_information/downloads/2015/2015_business_quarter04.pdf

https://www.salesforce.com/ca/blog/2014/12/what-is-crm.html

http://www.convinceandconvert.com/social-media-strategy/15-important-tips-to-help-you-keep-your-customers/

https://blog.hubspot.com/marketing/online-offline-marketing-together#sm.0000qncy4443jeps10l7jg0e0kgvh

https://www.slideshare.net/YashBodane/strategies-to-increase-customer-retention

https://www.slideshare.net/PatriotGames678/top-10-crm-manager-interview-questions-and-answers

http://henysunshine.blogspot.ae/2010/12/customer-relationship-management-crm-at.html

http://www.samsung.com/us/aboutsamsung/sustainability/sustainabilityreports/download/2009/10%20page-Innovative%20Customer%20Satisfaction%20Service.pdf

https://www.ibm.com/think/marketing/customer-journey-mapping-what-you-must-know/

http://blog.keylimeinteractive.com/a-consumer-journey-samsung-gear-neo

http://www.samsung.com/us/news/socialcenter/

http://www.planetpdf.com/planetpdf/pdfs/samsung_presskit2_duffj.pdf

http://www.samsung.com/in/microsite/edge-program/download/Leadership_strategy_in_Online_Sales.pdf