Customer relationship

managementEric Schies

Marvin Doerner

Arnaud du bus

Justine Corroy

• 1938

• Lee Byung-chul

• 420 000 employees

• Turnover: $268,8 billions (2013)

• Large product range

Problem case

LED C6000

• Broken TV

• Loyal customer

• Warranty ended (1 week)

• Samsung shop

• Negotiation

Good scenario• Marvin: Responsible of the store Samsung

• Eric: Boss of Samsung in Prague

• Arnaud: customer

• Justine: employee

Bad scenario

Customer relationship

managementEric Schies

Marvin Doerner

Arnaud du bus

Justine Corroy