PIECE TOGETHER ATTACHMENTS AND ADD CONCLUSION WITH RECOMMENDATIONS

Sony Picture Company

When it comes to identifying individual customers, it is important to focus on their needs as being the most important information. The information should be based on the interests and the preferences of the customers and its relation to the aspect of achieving the objectives of an organization. The relationship between customers and a company such as Sony Picture Company needs to focus on its strategies that create a platform to benefit the customers. Knowing the needs, interests, and preferences of the customers influence the management of Sony Picture Company to develop quality products and services to motivate loyalty among them.

Gathering Information by Sony Picture Company

Sony Picture Company may gather information about the customers via several means. The first may include the aspect of carrying out interviews in different regions where it implements its operations. Interviews involve sitting down with the customers and asking them about their perception about the products and services offered by the management of the company. It also involves oral answering of questions related to the relationship between Sony picture Company and the market in general. The company may also provide questionnaires for the customers to fill in with different questions related to the company’s operations. The company may also develop an effective forum to engage its customers on different issues about the relationship they have with them. The above strategies are feasible because as much as Sony Picture Company acquires feedback from its customers, it also cements its relationship with them. The company requires a diversified tool and approach that covers all areas related to the customers. They should not limit themselves to specific areas.

Customer Value Matrix

When it comes to using the value performance matrix, the customer serves as the critical tool in enhancing the development of the company. Sony Picture Company uses the value attributes of the customers to change them to SWOT analysis which includes weaknesses, strengths, opportunities, and threats. The company is able to evaluate relative performance to identify both bad and good attributes on its operations and how it influences the perspective of the customer. Sony Picture Company may calculate its performance by focusing on the next best alternative for the customers in relation to the products and services it offers (Lam, Shankar, Erramilli, & Murthy, 2004). The above means focusing on the various attributes possessed by the competitors and comparing them to the performance of the Sony Picture Company. The company may use the competitors as being their key benchmark. The other key factor includes picking the best value attributes performance the customer from the competitors in the markets. Some of the factors that may influence below zero customers may include the poor quality of products, services, and lack of appreciation given to the market. The customers may view the company from a negative perspective and may harm the brand through negative reviews.

Customer Behaviors and Needs in the Market

John Melon is a customer of Sony Picture Company. He enjoys the different movies and television series he receives from the company. He comes from the United States, which is the leading market for movies in the world. Melon loves movies that have good stories and diversify its actors. With Sony picture Company having a good production structure, it means that the needs of the customers are mate. Melon is also an emotional being, meaning that the movies are the ones that motivate a certain behavior in him. With emotional stories, Melon finds the movies to be appeasing which is good for the market when it comes to the products of the company.

Sony Picture Company and the Customers

Market research is important when it comes to improving the relationship with the customers. The company needs to focus its operations on research and development to identify issues such as the changing nature of the market, new trends, new interests, and diversified status of the customers in the market (Mithas, Krishnan, & Fornell, 2005). The above factors influence the management of the Sony Picture Company to know proper ways to develop a good relationship with the customers. The company should also have an effective customer management system that answers all the queries given by the customers.

References

Peppers, D., & Rogers, M. (2011). Managing customer relationships, A strategic framework.

New Jersey (Estados Unidos): John Wiley & Sons

Lam, S., Shankar, V., Erramilli, M., & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: an illustration from a business-to-business service context. Journal of the academy of marketing science, 32(3), 293-311.

Mithas, S., Krishnan, M., & Fornell, C. (2005). Why do customer relationship management applications affect customer satisfaction? Journal of Marketing, 69(4), 201-209.