Samsung's Digital Business: Improving Customer Experience

This report analyzes the importance of customer experience for Samsung's digital business, summarizing findings based on coursework and providing strategic recommendations for improvement. It highlights Samsung's focus on upgrading consumer lifestyles through its products and services, emphasizing the need to enhance digital and customer experiences for efficient growth and revenue generation. The report explores Samsung's use of Customer Relationship Management (CRM) to build customer relationships and the implementation of technologies like SAP and Knox suite to manage data and secure operations. It concludes that customer experience is vital for technological advancement and suggests that Samsung leverage its strengths, adapt to customer preferences, and address challenges to maintain a competitive edge in the market. The report also recommends SWOT analysis for measuring threats, opportunities, and weaknesses, ultimately aiming to improve business practices and achieve organizational goals.

How Important is customer
experience for digital business in
Samsung company

Table of Content
 Introduction
 Summary about the Course Work.
 Explaining Customer relationship management to attract different customers
 Use of different technologies and services Samsung
 Set of conclusion from the summary
 Strategic Recommendation on Samsung to improve their effectiveness in the market.
 Conclusion
 REFERENCES

Introduction
 Samsung is the south Korean company. It is one of the largest maker of
electronic devices in the market. They are operating in different regions around
the world. The provide luxury and affordable product to the customers.
 This report aims to analyse about improving the digital experience. On the other
hand, the main focus of the report is to summarise the findings of based on
CW1. Along, with that there will be discussion strategic recommendations on
how the conclusion is applies to the Samsung company.

Summary about the Course Work.
 Samsung provide an excellent customer experience in the market. The
main factor which drives the company is that they want to upgrade the
lifestyle of every consumer with their products and services.
 According to the course work Samsung company could
enhance the digital experience of customers in the market.

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 Importance of enhancing the digital and customer experience
 An excellent customer experience helps the organisation to have an efficient
growth in the future.
 Making business successful – Customer experience helps the company to
generate more revenues from the market.
 To make business successful the organisation has to develop the products with
the taste of customer preferences.
 Samsung is bringing new innovations and ideas to make their products better.
This help the company to give a competitive advantage in the market.

Explaining Customer relationship
management to attract different
customers
 Customer relationship management helps the organisation to solve different
problems of the customers. Their practices and company policies help them
to hold a significant amount customer base in the market. The main benefit
Customer relationship management is to build healthy relationship with the
customers.
 A CRM system helps the company to generate more revenues in the
market. The customers are connected to management systems which help
the customers to solve their problems in different situations.
 For example Samsung system detects a new customer while purchasing the
product. The program sends a Thank you message to the to the new person.
 Management of Samsung believes that to make the product
successful in the market. The organisation believes to take necessary
suggestions and know about the customer preferences in the market.

Use of different technologies and services
Samsung
 Management of Samsung use the SAP technology in the organisation to manage and
improve the data of the organisation better.
 On the other hand, the organisation has also introduced the Knox suite to secure the data.
With the access of this platform the management works in a systematic manner.
 Samsung services has significantly become better in the coming years. The main aspect of
their growth is their values and proper management in the organisation.
 The management is experienced in terms of giving solutions to different customers and
providing best services in the market.

Set of conclusion from the summary
 Customer experiences has been a vital process in the technological advancements of companies.
There is requirement of much wider prospective of customer behaviour and purchases. It has
concluded form the discussion that customer experience can be analysed through the technology and
digital advancement.
 As there are a lot of technological tools has been identifies like Chatbots, software, social media and
many more. It gives rise to more people engagement of these platforms.
 So, businesses are required to make use of this advantage by focusing on the digital world and grow
into market. With the contribution of Samsung company to the digital disruption, it has analysed
that there are many areas which have contributed to the digital society and fulfil customer demands.
 The Samsung enable AI techniques to get data and insights of the customer action on their websites.
These practice provide customisation and quick services which attract people to buy products and
services.

Strategic Recommendation on Samsung to
improve their effectiveness in the market.
 Samsung has seen an efficient growth in the market by upgrading their
technologies in every manner. The main motive of the organisation to provide
quality products and services to its customers.
 By using the right theories the organisation has the capability to improve their
business in the market.
 Swot Analysis – It is used by the organisation to measure its thereat,
opportunities and weaknesses in the market.
 It includes certain which help the organisation to become more effective in the
market.

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 Strengths – Samsung has the strength to change according to the
customer preferences in the market. The main focus of the company is to
provide better quality products and services to the customers in the
market.
 The organisation is enhancing its operations in a systematic manner. On
the other hand, due to digital disruption the organisation has to become
better from their competitors
 The company is also facing several challenges to cop up with the market
situation which are changing everyday.

Conclusion
 From the above report, it has concluded that Samsung is following all the technologies and
services which help the organisation to become better in the market. On the other hand the main
focus of the company to build the relationship better with different customers. By using different
software like SAP and ERP. Along with that there is also a brief analysation about Samsung
could improve to make their business practices better in the market. For further instance, there
will be recommendation about organisation could improve its effectiveness in the market to
achieve its goals and objectives.

References
 Hilali, W.E. and Manouar, A.E., 2019, October. Digital business models: definitions,
drivers and new trends. In Proceedings of the 4th International Conference on Smart City
Applications (pp. 1-6).
 Batra, M.M., 2019. Customer experience: trends, challenges, and managerial issues.
Journal of Competitiveness Studies, 27(2), pp.138-151.