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  • Samsung - Creating Customer Value

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    Murtuza Lakdawala
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    Founded in 1938 exporter of dried fish, vegetables, and fruits flour mill and confectionery machines 1950's Economic Stabilization Korean War - Samsung lost all assets aimed to help rebuild Korean economy. % of Sales ($427B) distribution hotels amusement theme parks trading construction textile advertising baseball team security home appliances wireless communication semiconductors Other 38% electronics 28% Machinery and Heavy Equipment 6% chemicals 2% cameras aircraft ships dump trucks oil trucks Financial Services 26% life insurance credit card services polymerized compounds plastics specialty chemicals

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    Samsung – Creating Customer Value

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    Founded in 1938 exporter of dried fish, vegetables, and fruits flour mill and confectionery machines 1950's Economic Stabilization Korean War - Samsung lost all assets aimed to help rebuild Korean economy. % of Sales ($427B) distribution hotels amusement theme parks trading construction textile advertising baseball team security home appliances wireless communication semiconductors Other 38% electronics 28% Machinery and Heavy Equipment 6% chemicals 2% cameras aircraft ships dump trucks oil trucks Financial Services 26% life insurance credit card services polymerized compounds plastics specialty chemicals

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
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    4K views19 pages

    Samsung - Creating Customer Value

    Uploaded by

    Murtuza Lakdawala
    Founded in 1938 exporter of dried fish, vegetables, and fruits flour mill and confectionery machines 1950's Economic Stabilization Korean War - Samsung lost all assets aimed to help rebuild Korean economy. % of Sales ($427B) distribution hotels amusement theme parks trading construction textile advertising baseball team security home appliances wireless communication semiconductors Other 38% electronics 28% Machinery and Heavy Equipment 6% chemicals 2% cameras aircraft ships dump trucks oil trucks Financial Services 26% life insurance credit card services polymerized compounds plastics specialty chemicals

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 19

    Founded in 1938

    exporter of dried fish, vegetables, and fruits flour mill and confectionery machines

    1950s Economic Stabilization


    Korean War - Samsung lost all assets aimed to help rebuild Korean economy; entered the manufacturing industry (sugar,fabrics) became a leader in modern business practices (recruiting from outside)

    1960s Expansion of Key Industries


    entered electronics and chemical industries 1969 established Samsung Electronics Co.

    % of Sales ($427B)
    distribution hotels amusement theme parks trading construction textile advertising baseball team security home appliances wireless communication semiconductors

    Other 38%

    Electronics 28% Machinery & Heavy Equipment 6% Chemicals 2%

    cameras aircraft ships dump trucks oil trucks

    Financial Services 26%


    life insurance credit card services securities trading finance and trust management services

    polymerized compounds plastics specialty chemicals

    Understand what drives value for Samsung customers? Understanding Samsung value proposition Identify the customers and segments where Samsung can create more value relative to competitors Create a win-win price Focus investments on most valuable customers

    Samsung Products
    50
    40 30 20 10 0 Highly Dissatisfied Dissatisfied Satisfied Highly Satisfied 40 30 20 10 0 Highly

    Customer Service

    Dissatisfied

    Satisfied

    Highly Satisfied

    Dissatisfied

    Product Distribution
    20 15 10 5 0

    People Using Product

    Not Use Products 50%

    Use Products 50%

    Quality as per
    No 16%

    Requirement

    Recommend
    No 19%

    Yes 84%

    Yes 81%

    Pricing as Quality of Product

    Upgrade
    No

    No 26% Yes 74%

    23%

    Yes
    77%

    Samsung Industries
    Samsung electronics

    Value proposition
    Innovation, Advance Technology, Price

    Product
    LED TVs, Smart phones, ACs, Semiconductors, Smart Cameras, etc

    Samsung Engineering

    Advance and Green Technology, Fast project execution, competitive cost and excellent communication

    Upstream oil and gas facilities, oil refining plants, petrochemical plants, gas plants

    Samsung Industries
    Samsung Heavy Industries

    Value propositin
    Advance and Green Technology,Faster Execution

    Product
    Bulk carriers, container vessels, crude oil tankers, cruisers, etc. SRAM, DRAM, LSI products, AP( Application processor

    Samsung Semiconductors

    Less energy, high speed, Green technology

    By Earning its customers interest.


    Catering to the needs of the Customer. Valuing the employees who share the vision.

    Value for the Money


    PLACE 22% PRODUCT 9% SERVICE 14% PEOPLE 9% COMMUNICATION 5% IMAGE 11% PRICE 30%

    Samsung Cameras Samsung LCD Samsung peripherals / Memory cards Samsung mobile phones. Samsung Ac/Refrigerator. Samsung Laptops

    Samsung NP300E5X-S01IN Laptop (3rd Gen Ci5/ 4GB/ 750GB/ DOS/ 1GB Graph) Intel Core i5 4 GB DDR3 RAM 15.6 Inch Screen Rs. 37739 Dell:- 35600/Sony Vaio:- 48000/-

    Samsung PL120 Point & Shoot 14.2 Megapixels Optical Zoom: 5x CCD Image Sensor With 2.7 inch LCD

    Rs. 8950 Nikon:- Rs. 8000 Canon:- Rs. 9500

    Customers

    business Retention by service. Online support portal. Customized products and services for Indian consumers. Large no. of service centers across globe.

    the life blood of any

    ISSUES

    Hardware=5% Software=75% Handset=10% Others=10%

    SOFTWARE

    UNKNOWN=18
    DISLIKED=24 INDIFFERNT=8

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