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Mr

Marketing Management-II

Case Analysis
Xerox Corporation: The Customer Satisfaction Program


Case Brief
Xerox Corporation: The Customer Satisfaction Program
Xerox Corporation, incorporated in 1906, is engaged in the document management business, offering an array of document products, services, and solutions. The company is specialized in the production and management of documents: ranging from color to black-and-white, digital and paper for the small office or the multinational enterprise. Being an icon of innovation for years and a dominator of the copier market, Xerox experienced years of success. Xerox Corporation was the first company to launch a xerographic machine in the year 1959. It was a market leader till 1970 due to the various patents it held. Later it started issuing licenses to competitors and since then it started losing the market share to IBM, Kodak and other Japanese players. However, in 1980, the company realized that they need to concentrate on......


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Approximate Word Count: 2564
Approximate Pages: 11 (250 words per double-spaced page)

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