Kimuraa Kk - Can the Customer Be Served

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• Pramtex’s team inability in understanding of Kimura K.K’s culture and wants o Insensitivity towards seniority (Accountant from Pramtex arguing with Finance Director of Kimura KK) o Delay in delivery o Max or other top management of Pramtex never visited Kimura KK office or their factories after repeated mention o No effort in relationship building o Kimura KK could probably lose their face in front of their Client Walt Disney due to delay in response from Pramtex in sending engineers to fix issues. (Kimura KK had contractual commitment to deliver CDs/DVDs to stores for upcoming Walt Disney movie by August 30th) • Pramtex seems to be a sales oriented organization & not a market oriented organization. For example – Max, from Pramtex didn’t understand Kimura KK’s requirement but concentrated on enhancing the product based on their vision. • In-efficient sales team engagement with Kimura o John never got back to Mr Hashimoto on revised sales quote o John never checked with Dr. Komodo on performance of machines after issue was fixed Deliberations 1a. Can the company save this client? Pramtex have a possibility of saving this client. Few things that can be done is a. Leverage Dr. Nomura & Max’s relationship again & try to win-over Dr. Nomura’s confidence b. Have Client Connect at all levels - Dr. Shariff, Max, Jim from Pramtex should met Mr. Kimura, Dr. Nomura, Mr. Hashimoto, Dr. Komoda c. Highlights positives of Spartacus & Propose providing of post-sales support on next delivery d. Possible endorsement from other Japanese client 1b. Whats gone wrong with the plan? Please refer case analysis for how situation emerged. 2. Who are the various decision makers and what is their role - in purchase decision no. 1 and purchase decision no. 2? Decision makers in both purchase decisions are Mr. Kimura, Dr. Nomura, Mr. Hashimnto, Dr. Komoda. In purchase

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