Customer Experience Management in Samsung

Running head: MANAGEMENT
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Name of the student
Name of the university
Author note

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Table of contents
Introduction......................................................................................................................................2
Discussion........................................................................................................................................2
Objectives........................................................................................................................................2
Primary research..............................................................................................................................2
Secondary research..........................................................................................................................3
Primary research analysis................................................................................................................3
Secondary research analysis............................................................................................................3
CEM concept...................................................................................................................................5
Problems in service experience and recommendations in Samsung...............................................6
Conclusion.......................................................................................................................................7
Reference list...................................................................................................................................8
Appendices......................................................................................................................................9

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Introduction
Generating the positive customer experience has become necessary for the organizations
to meet the experiences of the customers in the company (Homburg, Jozić & Kuehn, 2017). The
purpose of this study is to design a research framework for understanding the concepts of
customer experience in Samsung. Samsung is a South Korean Multinational conglomerate that
comprises the numerous affiliated businesses in the electronic industry. Developing the report
based on Samsung, the study has focused on managing the skills which are needed in case of
developing the better customer experience management system in the workplace.
Discussion
Objectives
 To understand if the services which are being provided by Samsung, have satisfied the
customer or not
 To analyze the challenges for controlling customer experience management practices in
the workplace
 To identify measurable recommendations for implementing proper customer experience
management initiatives so that the future growth can be assured.
Primary research
Using the online survey method, primary survey has been conducted using the online
survey method (Refer to appendix 6). In order to collect the information random sampling
method has been followed in which 10 customers have been selected and a question has been
developed (Refer to appendix 2). By following the Data protection Act, survey has been

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conducted without forcing any of the participants. By continuing this, it can be said that
maintaining the confidentiality of the participants, the research has been done.
Secondary research
In order to conduct the secondary research, different journals, articles, books and
websites have been reviewed. In order to maintain the authenticity of the research, the proper in
texting off the collected information has been done.
Primary research analysis
In the collected primary information, it has been identified that in most of the cases,
people purchase the smart phone for personal uses. Due to rapid technological innovations in the
mobile industry, near about 45.5% of total respondents have mentioned that they prefer
purchasing new phones when they get bored with the old phones. Most of the customers have
mentioned that frequently they play games in the phone. Most of the customers have mentioned
that due to good previous people prefer buying Samsung (refer to Appendix 1).
Secondary research analysis
With changing socio economic business environment, it has become highly challenging
for the organizations to manage an effective customer experience operations in the workplace.
Analyzing the emerging customer challenges, it has been identified that due to changing needs
and demands of the customers, it has become highly challenging for the management to
understand the actual needs of the customers. On the other hand, customers have become aware
of the technical terms as well as proper uses of technologies. In that case, highly technologically
updated products are being appreciated by the customers in the market. In that case competing in