1. Customer relationship management Eric Schies Marvin Doerner Arnaud du bus Justine Corroy

2. 1938 Lee Byung-chul 420 000 employees Turnover: $268,8 billions (2013) Large product range

6. Problem case LED C6000 Broken TV Loyal customer Warranty ended (1 week) Samsung shop Negotiation

7. Good scenario Marvin: Responsible of the store Samsung Eric: Boss of Samsung in Prague Arnaud: customer Justine: employee

8. Bad scenario

9. Customer relationship management Eric Schies Marvin Doerner Arnaud du bus Justine Corroy