EMC COrporation

EMC COrporation - knowing is that if they are charging...

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Auna Dailey MGMT 357 1/13/09 EMC Corporation Case Study Questions 1. How does technology provide EMC with a competitive advantage in the marketplace? Technology provides EMC with a competitive advantage in the marketplace because of the fact that they use it to make their customers happy. Like stated in the case, EMC provides the best customer service, and they do this through technology, in the end giving them an advantage over competing companies. 2. What are some of the concerns that EMC might have when potential problems are fixed remotely without the customer ever knowing about them? Some concerns that EMC may have when potential problems are fixed without the customer ever
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Unformatted text preview: knowing is that if they are charging their customers for the fix they may be upset to learn that they fixed the problem and charged them money for it without them ever knowing. 3. What is the role of technology in building customer loyalty at EMC? The role of technology in building customer loyalty at EMC is very important. They use their technology in many ways that helps build customer relationships and gives the customer satisfaction. For example the fact that their customer service organization is not used as a profit center, but rather the service is included in the cost of the product, shows their customers that they really do care....
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