xeroxppt 111106001808-phpapp02
TRANSCRIPT
Accessing customer satisfaction and market dynamics on
document management devices
P r e s e n t e d B y :
Raktim Hatai ( Roll No.: 3)PGDM 2010-12
Objectives
To understand the actual management functioning.
To strengthen the brand image of Xerox.
To find out which brand is most preferred by the small , medium and large business units.
To find out customer satisfaction level on usage of various document management products of various brands.
To find out whether the firm is in need of a device hence generating a lead if possible.
About Xerox
is a global Fortune 500 document management company.
Manufactures and sells a range of color and black-and-white printers, multifunction systems, photo copiers, digital production printing presses, and related consulting services and supplies.
Xerox is headquartered in Norwalk, Connecticut.
URSULA M. BURNS is the CEO for Xerox Corporation.
Xerox India Limited
• Incorporated in 1983.
• Founded by Dr. Bhupendra Kumar Modi, former chairman & President.
• It follows the “open door policy” within organization.
Marketing Strategy
1 • Suspect
2 • Prospect
3 • Approach
4 • Negotiation
5 • Closing
6 • Order
70%
17%
2% 11%
HP Cannon
Xerox others
.
Which brand of copier do you have?
9%
67%5%
5% 14%
HP cannon Xerox
Ricoh others
Which brand of MFD do you have?
55%16%
6%
4% 19%
HP Cannon
Xerox Ricoh
others
Inference: HP is the
market leader.
What is the page size that you use for documentation?
A477%
A32%
Both21%
Inference : Majority (77%) of
the SMEs use A4 size papers for
documentation
What are the factors that influence your buying?
85%
7% 6% 2%
QualityAfter sales servicepricefinance options Inference: Quality is given utmost
importance over the other factors
Generally who takes the buying decision in your organization?
28%
8%31%
33%
IT head
Operations head
purchase head
Director/CEO
Inference: Majority of the
buying decision is taken by either the IT head,
purchase head or the director
Do you intend to buy any product soon ?
yes13%
no87%
Inference: 13% of the
sample were interested to buy a new device
How satisfied are you overall with your existing product?
33%
62%
4% 1%
very satisfied satisfied
neutral dissatisfied
Inference: Majority of users
( 95%) are satisfied partially or wholly with their existing product.
Pioneers in photocopying
equipment.
High respect and trust of customers
regarding brand.
High range of products.
WEAKNESSES
Consumers do not have direct dealings with Xerox..
The complexity of the products
Most SMEs are not aware about Xerox as a separate brand.
Greater focus of the company on sales to new customers than service to the existing customers.
OPPORTUNITIES
THREATS
Huge opportunity in the printer segment
Huge orders can be attained since Xerox has a genuine brand image
Aggressive marketing by the rival brands.
“PUSH” strategy being adopted by the competitors is eating up on the market share of Xerox.
Recommendations
Changes have to be made as to distinguish Xerox as a separate brand
Xerox has to use its brand name in portraying itself as the complete office solution.
Xerox presently is focusing on those companies who are in need of bulk outputs. So they should also concentrate on all sectors irrespective of the volumes they need.
Last but not the least……..
Sales without Customer Serviceis like stuffing money into a pocket full of holes.
……….DAVID TOOMAN