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Samsung - Creating Customer Value

Samsung was founded in 1938 as an exporter of goods and entered manufacturing after the Korean War, expanding into electronics and chemicals in the 1960s. It is now a multinational conglomerate comprising several subsidiaries and affiliated businesses, notably Samsung Electronics, which generates over a quarter of total sales and produces items like smartphones, TVs, and semiconductors. Samsung has become a global leader in key industries like electronics, shipbuilding, and heavy construction through innovation and modern business practices.

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Murtuza Lakdawala
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4K views

Samsung - Creating Customer Value

Samsung was founded in 1938 as an exporter of goods and entered manufacturing after the Korean War, expanding into electronics and chemicals in the 1960s. It is now a multinational conglomerate comprising several subsidiaries and affiliated businesses, notably Samsung Electronics, which generates over a quarter of total sales and produces items like smartphones, TVs, and semiconductors. Samsung has become a global leader in key industries like electronics, shipbuilding, and heavy construction through innovation and modern business practices.

Uploaded by

Murtuza Lakdawala
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Founded in 1938

exporter of dried fish, vegetables, and fruits flour mill and confectionery machines

1950s Economic Stabilization


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)

1960s Expansion of Key Industries


entered electronics and chemical industries 1969 established Samsung Electronics Co.

% of Sales ($427B)
distribution hotels amusement theme parks trading construction textile advertising baseball team security home appliances wireless communication semiconductors

Other 38%

Electronics 28% Machinery & Heavy Equipment 6% Chemicals 2%

cameras aircraft ships dump trucks oil trucks

Financial Services 26%


life insurance credit card services securities trading finance and trust management services

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

Samsung Products
50
40 30 20 10 0 Highly Dissatisfied Dissatisfied Satisfied Highly Satisfied 40 30 20 10 0 Highly

Customer Service

Dissatisfied

Satisfied

Highly Satisfied

Dissatisfied

Product Distribution
20 15 10 5 0

People Using Product

Not Use Products 50%

Use Products 50%

Quality as per
No 16%

Requirement

Recommend
No 19%

Yes 84%

Yes 81%

Pricing as Quality of Product

Upgrade
No

No 26% Yes 74%

23%

Yes
77%

Samsung Industries
Samsung electronics

Value proposition
Innovation, Advance Technology, Price

Product
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 Industries
Samsung Heavy Industries

Value propositin
Advance and Green Technology,Faster Execution

Product
Bulk carriers, container vessels, crude oil tankers, cruisers, etc. SRAM, DRAM, LSI products, AP( Application processor

Samsung Semiconductors

Less energy, high speed, Green technology

By Earning its customers interest.


Catering to the needs of the Customer. Valuing the employees who share the vision.

Value for the Money


PLACE 22% PRODUCT 9% SERVICE 14% PEOPLE 9% COMMUNICATION 5% IMAGE 11% PRICE 30%

Samsung Cameras Samsung LCD Samsung peripherals / Memory cards Samsung mobile phones. Samsung Ac/Refrigerator. Samsung Laptops

Samsung NP300E5X-S01IN Laptop (3rd Gen Ci5/ 4GB/ 750GB/ DOS/ 1GB Graph) Intel Core i5 4 GB DDR3 RAM 15.6 Inch Screen Rs. 37739 Dell:- 35600/Sony Vaio:- 48000/-

Samsung PL120 Point & Shoot 14.2 Megapixels Optical Zoom: 5x CCD Image Sensor With 2.7 inch LCD

Rs. 8950 Nikon:- Rs. 8000 Canon:- Rs. 9500

Customers

business Retention by service. Online support portal. Customized products and services for Indian consumers. Large no. of service centers across globe.

the life blood of any

ISSUES

Hardware=5% Software=75% Handset=10% Others=10%

SOFTWARE

UNKNOWN=18
DISLIKED=24 INDIFFERNT=8

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