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Establish a Strategy to Gain Customer Loyalty for Lenovo

Submitted to

Alex Seminario

Submitted By

Name : Pennam Akhilash

Student ID : 5153176

California University of Management and Science - Virginia

Date: October 4, 2016

Establish a Strategy to Gain Customer Loyalty for Lenovo

1. Research Topic

My research topic talks about how to establish a strategy that will enhance customer loyalty at Lenovo. The year 2015 was a very challenging year for Lenovo and so was the case for the PC business. One of my friends has been working at Lenovo as from march 2014 until now. During his time there, he noted that as much as Lenovo has remained one of the global icons as the largest PC manufacturer, customer loyalty has been one of its weather storms because of the ever-changing technological trends.

2. Overall Objectives

This research paper is focused on establishing the most convenient techniques to solve the problems that are faced by Lenovo. The problems include:

· Product malfunction and failure: as is the case with many electronics, Lenovo has faced a number of criticisms regarding a piece of bloatware that was found in one of their computers.

· Counterfeit products : As the level of technology advances so are the increment of counterfeit goods Comment by Fernand Seminario: how is this specific to Lenovo or how do you tie it into Lenovo expand on this what weakness do they have in design in which you can make a recommendation to change.

· Private data leakages: The superfish adware on its computers can break the HTTPS connection to inject an advert hence making the privacy of its users vulnerable Comment by Fernand Seminario: is this a software related issue expand on the specifics how is this hardware if any or user driven

3. Company Overview

Lenovo is a personal technology company and is currently the largest Personal Computer maker in the world as well an emerging PC plus reader. Additionally, a global Fortune 500 company has major research centers in Japan, China, and North Carolina. It serves customers in more than 160 countries. Lenovo is established based on product innovation, efficient global supply chain, and strong strategic measures. The company develops manufactures, and markets highly reliable, high quality and highly secure technology products and services that are easy to use. Lenovo maintains high ethical standards and upholds employee welfare.

4. Recommendations

Product malfunction and failure are mainly because of failure to do relevant pre-tests on products before releasing them into the market. Such a challenge can cause a great negative impact on the company’s product trust. In addition, product malfunction and failure could result from the use of technology that is not well established. To solve such a problem the company would require a number of steps to ensure it upholds product quality and performance. The steps are as follows:

· Ensure sufficient research is done before implementing a technology: a good research before the adoption of a technology would ensure that issues to do with customer privacy are eliminated. Comment by Fernand Seminario: how

· Establish ways of dealing with counterfeit products: Since Lenovo is a global brand; it should ensure that its customers are aware of the unique logo of their brand on their products. Comment by Fernand Seminario: are you saying they don't have this if not where would you place this compared to where it is at

· Establish ways of ensuring data privacy: A clear background check before accepting any advertisements will ensure that the cases of personification and privacy of the consumers is maintained. Comment by Fernand Seminario: how is this related to the 3rd problem

5. Three Step-by-step Implementation Plans

· Ensure sufficient research is done before adopting a particular technology Comment by Fernand Seminario: provide examples or action plan as to how these employees will get this

· Make sure that the employees involved in sensitive sectors of product development are highly skilled and new employees are sufficiently supervised.

· Product testing is done before releasing it into the market. Comment by Fernand Seminario: are you saying they dont do it and if they do which i image how is it limited or what is lacking

· Establish ways of dealing with counterfeit products Comment by Fernand Seminario: what technology are you recommending to implement.

· Use highly sophisticated technology on their products to avoid easy counterfeiting.

· Design a product signature to make it possible to identify a genuine company product.

· Change the identification signatures from time to time. Comment by Fernand Seminario: look above so you can expand here

· Establishing ways to improve on the data privacy

· Conduct sufficient personal background check before recruiting employees into the company workforce.

· Establish close employee supervision and surveillance to enhance monitoring to reduce the chances of malpractice around the company premises.

· Restrict access to its research sites, records, and information offices as well as highly protecting information on possible technological improvement.

6. Projections and Benefits of the Company Based on the Recommendations

Based on the research recommendations, it is important for a company to assess their technology in order to prevent any dangers to do with technological malfunctioning. Additionally, testing of the technology will ensure that any potential risks and mistakes that may have hampered the advancement of Lenovo products early enough.

Information provided by the project will be useful to the Lenovo Company in different ways. In simple terms, dealing with the production of malware products will increase customer confidence in the company’s products that is very necessary for securing a wider market for products. Besides, through the implementation of the privacy promotion techniques will ensure that the unauthorized access to company information could reduce to half the current possibility. In fact, ensuring production of well-functioning products as well promotes customer confidence that in the process will enhance the issue of customer loyalty at Lenovo. Comment by Fernand Seminario: do you mean dealing with anti malware?