Customer Management System Design and Implementation of Honda

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

MANAGEMENT 1
Table of Contents
Introduction of Honda................................................................................................................2
Methodology..............................................................................................................................2
Survey through questionnaire....................................................................................................3
Customer Personas.....................................................................................................................5
Journey map...............................................................................................................................6
Analysis of Competitor..............................................................................................................7
Value proposition map...............................................................................................................8
Results Summary.......................................................................................................................9
CEM concepts..........................................................................................................................10
Conclusion................................................................................................................................10
References................................................................................................................................11
Appendices...............................................................................................................................12

MANAGEMENT 2
Introduction of Honda
This research is conducted for evaluating the certain approaches as well as past practices of
customers with respect to the Honda. Honda believes to delivers dream power to develop
creative products to increase mobility as well as increases the people joy and lives. This
organization has striven to earn trust as well as the support of different communities and
make a positive relationship with them. This report demonstrates the customer experience of
an individual, it also discusses the different acts which could be taken by the company to
enhance their customer experience.
Methodology
With the motive of this study, both primary, as well as a secondary method, has been
practiced by the discoverers named as primary and secondary data collection method. In this,
the primary information has been collected by considering the survey through questionnaire
while the secondary data is collected by available sources that could be quite costly as
compared to the primary data (Homburg, Jozić, & Kuehnl, 2017). The survey through the
questionnaire method is practiced by the researcher due to obtaining fresh information about
the research matter. Apart from this, it is founded that the secondary data is collected by
entailing the articles, books, and literature review and meet the purpose of the research
matter.
Primary data
For conducting this study, 18 consumers of Honda has been selected by research scholar that
would be effective for obtaining the positive experience of the organization. It is examined
that the open-ended interview tool is practiced as it could be vital for the attainment of the
organizational task (Fatma, 2014). It is also illustrated that the researcher could and take the
previous permission of the research candidates before performing the research study in

MANAGEMENT 3
making a reliable outcome. It can be effective for obtaining the data in the context of research
matter.
Secondary data
The secondary data is selected by the research scholar to obtain the depth data about the
research issue. The research scholar has employees many sources to get the data in favour of
the research matter named as journals, textbooks, and books. It could be imperative in
obtaining a reliable result. It could be imperative for the attainment of the organizational task
(Lemon & Verhoef, 2016).
Survey through questionnaire
Gender
A. Male
B. Female
Do you use the products and services of Honda?
A. Yes
B. No
Which component might influence you to purchase the products and services of the
Honda?
A. After-sales services
B. Product features
C. Lower maintenance
D. Look of products
Are you happy with the fuel consumption of Honda products and services?
A. Extremely Satisfied
B. Satisfied
C. Neutral.

MANAGEMENT 4
D. Dissatisfied
Are you happy with the comfort and safety concern of this organization?
A. Extremely Satisfied
B. Satisfied
C. Neutral.
D. Dissatisfied
Are you happy with the design of Honda?
A. Extremely Satisfied
B. Satisfied
C. Neutral.
D. Dissatisfied
Are you satisfied with the space area of Honda?
A. Extremely Satisfied
B. Satisfied
C. Neutral.
D. Dissatisfied
Are you thinking that Honda is a satisfying more and lower compared to the other
organization?
A. Extremely Satisfied
B. Satisfied
C. Neutral.
D. Dissatisfied
What was your general perception of the products and services of Honda?
A. Very likely
B. likely

MANAGEMENT 5
C. Neither likely nor unlikely
D. Unlikely
E. Very unlikely
Do you think that Honda gives the value to their consumer?
A. Yes
B. No
Customer Personas
Outcome via a collection of data from survey through questionnaire
Persona Demographic Behaviors
and actions
Needs Pain Points
Millennial The researcher has
selected 16 to 35
years old of people
to perform this
study.
Experience:
In this, the
researcher has only
selected those
people who are part
of Honda.
 Purchase
Honda
products
and services
 This
organization
has
comprehended
the needs of
people and
deliver
creative and
innovative
goods on the
basis of
market trends
(Stark, 2015).
 Lack of
promotion as
compared to
the
competitors
 Premium cost
Family
customers
30-48 years of
consumers are
 For
enhancing
 Deeply
evaluate the
 If the
organizational