This presentation is being prepared by me after success full completion of my internship at XEROX in Hyderabad , India .

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.

6. Xerox India Limited

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