Xerox Corporation

Marketing Management-IICase AnalysisXerox Corporation: The client joy ProgramCase BriefXerox Corporation: The Customer Satisfaction ProgramXerox Corporation, incorporated in 1906, is engaged in the chronicle heed business, offering an array of document products, services, and solutions. The society is specialize in the production and management of documents: ranging from color to black-and-white, digital and topic for the weakened office or the multinational enterprise. Being an delineation of revolution for age and a dominator of the copier marketplace, Xerox experience yrs of success. Xerox Corporation was the inaugural club to first appearance a xerographic machine in the year 1959. It was a market leader till 1970 due to the motley patents it held. Later it started topic licenses to competitors and since then it started losing the market share to IBM, Kodak and crude(prenominal) Japanese players. However, in 1980, the company realized that they need to turn on eccentric which would help in both decrease the costs and in retaining the guests. They aimed and achieved Leadership through quality. They served the customers and dealt with it through divergent frameworks. Marketing investigate Orientation: Xerox Company had a lot of info about the industry and its competitors from third-party sources. It also had knowledge about the operational distribution channels. It conducts four sets of surveys:1.Periodic survey of a stochastic take of Xerox customers2.

Post- instalment survey of wholly Xerox customers within 90 days of a new installation3.New product post instal lation survey of a random sample of customer! s with new products during the launch phase4.Survey for benchmarking the company with the customersAll these surveys provide the company with the information about customer satisfaction which they use to delineate problems and solve them. They had a really good follow up methods for products that regulate below ? derriere customer satisfaction ratings. This shows that the company has a very... If you want to get a full essay, array it on our website: BestEssayCheap.com

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