Customer Experience Management in Samsung

[Date]
Running Head: MANAGEMENT
Customer
management
Student Id:

MANAGEMENT 1
Table of Contents
Methodology..............................................................................................................................2
Customer Personas.....................................................................................................................3
Journey map...............................................................................................................................4
Analysis of Competitor..............................................................................................................8
Results Summary.......................................................................................................................8
CEM concepts............................................................................................................................9
Conclusion..................................................................................................................................9
References................................................................................................................................10
Appendices...............................................................................................................................11

MANAGEMENT 2
Introduction of Samsung
The primary aim of this study is to examine the framework of the study and comprehend
different concepts of the consumer experience in Samsung. This organization delivers many
electronics things to specified consumers. This organization is a South Korean Multinational
conglomerate as it could be effective for the attainment of the organizational task. This report
is relied on Samsung, as it is concentrated on controlling the skills that are required in order
to develop an effective customer experience management structure in the working place.
Methodology
For conducting this study in a systematic manner, an investigator will practice both primary
as well as a secondary data collection tool. These tools will facilitate to consider the sources
of qualitative and quantitative method. It could also facilitate to get a favorable result
(Yakhlef, 2015).
Primary data
For conducting the research study, 11 consumers have been selected for conducting this study
and make a decision accordingly. For conducting the interview, open-ended questionnaire
method is practiced by the researcher as it could effective for collecting the factual
information towards the accomplishment of the organizational task. The interview method is
effective in conducting the study in an effective manner. It could also facilitate to assure an
effective result. It is examined that each research participants could maintain the
confidentiality of the research outcome (Yakhlef, 2015). The research scholar will use survey
through questionnaire method to imply the collected data by entailing different sources and
make a decision effectively. It intended to get the conceptual as well as numerical data in the
context of current matter. It could also be effective for collecting reliable information about
the research matter. It is also evaluated that the investigator has selected survey through
questionnaire method to conduct the study and make a decision accordingly. This method is

MANAGEMENT 3
effective for collecting reliable information towards the research issue. The researcher has
ensured to the participants in securing the data of the research issue. In addition, it is also
evaluated that the data is formulated into two customer’s personas.
Secondary data
The secondary information was collected to evaluate the research outcome and support to
make a decision effectively. It could also be effective for considering certain sources as it
could be known as the articles, journals, books, textbooks, and organization’s websites for
collecting the feasible information about the research matter (Tynan, McKechnie, & Hartley,
2014).
Customer Personas
Outcome via a collection of data from survey through questionnaire
Persona Demographic Behaviours and
actions
Needs Pain Points
Millennial 18-50 years old
people have been
selected to conduct
this study.
Experience:
employees who
have experienced
in to worked in
Samsung.
 Purchase
products and
services of this
organization in
frequently
manner
(Ordenes, et al.,
2014).
 Needs
innovative
products
 Premium
cost
 The lower
level of
innovation
Family
customers
30-55 years of
experience to
 Offer a special
discount to
 Customer
needs to
 If the
product