Will prepare a 5-6 double-spaced page written analysis of the case study, based upon questions.Papers should include analysis of marketing metrics and financial implications.
I would like to rather see a deep dive analysis rather than just trying to answer the question.
1: How important has customer-centricity been to EMC’s success over its first 30 years? How important is it to EMC going forward?
2: What are the critical aspects of EMC’s customer-centricity initiative? What evidence is there in the case that their customer centricity approach has been effective?
3: How do the key attributes of the customer base, customer experience, customer needs and customer challenges affect the need for a culture of customer-centricity at EMC? How mightcustomer centricity differ between EMC’s traditional B2B environment and its new B2C environment?
4: How have EMC’s recent strategic moves (within the past ten years) supported its customer- centric approach? How have they made it harder for the company to practice customer-centricity?
5: How have the Internet, social media, and Web 2.0 technologies changed the way B2B customers buy?
6: How is technology affecting EMC’s ability to execute customer-centricity? What are the benefits and risks of digital interactions with customers? Can “high-tech” replace “high-touch”? Why or why not?
7: Critique EMC’s methods for measuring and tracking customer satisfaction. How effective are these methods for understanding customer relationships? What risks do you see in their current methods?