Xerox ppt
- 1. Accessing customer satisfaction and market dynamics on document management devices Presented By: Raktim Hatai ( Roll No.: 3) PGDM 2010-12
- 2. Objectives To understand the actual management functioning. To strengthen the brand image of Xerox. To find out which brand is most preferred by the small , medium and large business units. To find out customer satisfaction level on usage of various document management products of various brands. To find out whether the firm is in need of a device hence generating a lead if possible.
- 4. About Xerox is a global Fortune 500 document management company. Manufactures and sells a range of color and black- and-white printers, multifunction systems, photo copiers, digital production printing presses, and related consulting services and supplies. Xerox is headquartered in Norwalk, Connecticut.
- 5. URSULA M. BURNS is the CEO for Xerox Corporation.
- 7. • Incorporated in 1983. • Founded by Dr. Bhupendra Kumar Modi, former chairman & President. • It follows the “open door policy” within organization.
- 8. Marketing Strategy 1 • Suspect 2 • Prospect 3 • Approach 4 • Negotiation 5 • Closing 6 • Order
- 10. HP Cannon Xerox others 2% 11% . 70% 17%
- 11. Which brand of copier do you have? HP cannon Xerox Ricoh others 9% 5% 14% 5% 67%
- 12. Which brand of MFD do you have? HP Cannon Xerox Ricoh Inference: HP is the market leader. others 19% 4% 6% 55% 16%
- 13. What is the page size that you use for documentation? Both Inference : Majority (77%) of the SMEs use A4 size papers for documentation 21% A3 2% A4 77%
- 14. What are the factors that influence your buying? Quality After sales service price finance options Inference: Quality is given utmost importance 6% 2% over the other factors 7% 85%
- 15. Generally who takes the buying decision in your organization? IT head Operations head Inference: Majority of the buying decision is taken by either the IT head, purchase head or purchase head the director Director/CEO 33% 28% 31% 8%
- 16. Do you intend to buy any product soon ? yes 13% Inference: 13% of the sample were interested to buy a new device no 87%
- 17. How satisfied are you overall with your existing product? very satisfied satisfied neutral dissatisfied Inference: Majority of users ( 95%) 4% 1% are satisfied partially or wholly with their existing product. 33% 62%
- 19. Pioneers in photocopying equipment. High respect and trust of customers regarding brand. High range of products.
- 20. WEAKNESSES Consumers do not have direct dealings with Xerox.. The complexity of the products Most SMEs are not aware about Xerox as a separate brand. Greater focus of the company on sales to new customers than service to the existing customers.
- 21. OPPORTUNITIES Huge opportunity in the printer segment Huge orders can be attained since Xerox has a genuine brand image THREATS Aggressive marketing by the rival brands. “PUSH” strategy being adopted by the competitors is eating up on the market share of Xerox.
- 22. Recommendations Changes have to be made as to distinguish Xerox as a separate brand Xerox has to use its brand name in portraying itself as the complete office solution. Xerox presently is focusing on those companies who are in need of bulk outputs. So they should also concentrate on all sectors irrespective of the volumes they need.
- 23. Last but not the least…….. Sales without Customer Service is like stuffing money into a pocket full of holes. ………. DAVID TOOMAN