Samsung – Creating Customer Value
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Founded in 1938 ◦
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1950’s Economic Stabilization ◦
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exporter of dried fish, vegetables, and fruits flour mill and confectionery machines Korean War - Samsung lost all assets aimed to help rebuild Korean economy; entered the manufacturing industry (sugar,fabrics) became a leader in modern business practices (recruiting from outside)
1960’s Expansion of Key Industries ◦
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entered electronics and chemical industries 1969 established Samsung Electronics Co.
% of Sales ($427B) •
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distribution hotels amusement theme parks trading construction textile advertising baseball team security
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Other 38%
Electronics 28%
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Financial Services 26% •
home appliances wireless communication semiconductors
life insurance credit card services securities trading finance and trust management services
Machinery & Heavy Equipment 6%
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cameras aircraft ships dump trucks oil trucks
Chemicals 2%
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polymerized compounds plastics specialty chemicals
Understand what drives value for Samsung customers? Understanding Samsung value proposition Identify the customers and segments where Samsung can create more value relative to competitors Create a win-win price Focus investments on most valuable customers
40
50 40
30
30
20
20
10
10 0
0 Highly Dissatisfied
20 15 10 5 0
Dissatisfied
Satisfied
Highly Satisfied
Highly
Dissatisfied
Satisfied
Dissatisfied
Not Use Products 50%
Highly Satisfied
Use Products 50%
No 16%
No 19%
Yes
Yes
84%
81%
No 23%
No 26% Yes 74%
Yes 77%
Samsung electronics
Innovation, Advance Technology, Price
LED TVs, Smart phones, ACs, Semiconductors, Smart Cameras, etc
Samsung Engineering
Advance and Green Technology, Fast project execution, competitive cost and excellent communication
Upstream oil and gas facilities, oil refining plants, petrochemical plants, gas plants
Samsung Heavy Industries
Advance and Green Technology,Faster Execution
Bulk carriers, container vessels, crude oil tankers, cruisers, etc.
Samsung Semiconductors
Less energy, high speed, Green technology
SRAM, DRAM, LSI products, AP( Application processor
By Earning its customers interest.
Catering to the needs of the Customer.
Valuing the employees who share the vision.
Intel Core i5 4 GB DDR3 RAM 15.6 Inch Screen
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14.2 Megapixels Optical Zoom: 5x CCD Image Sensor With 2.7 inch LCD
Customers the life blood of any business “Retention by service”. Online support portal. Customized products and services for Indian consumers. Large no. of service centers across globe.
Hardware=5% Software=75% Handset=10% Others=10%
UNKNOWN=18 DISLIKED=24 INDIFFERNT=8
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