Week 12 - Customer Relationship Management (CRM)

The most important thing Sony can have in there business is the relationship with there customers. Without the customers how will feedback be given and how will they know if the customers are satisfied enough with the product that Sony released. For example. There was a leap year bug on the Playstation 3, sadly it had happen to me so i looked online what was going on. I see a lot of people complaining about the issue. Sony wrote on the website that there trying to get it done ASAP. An hour or so passed by and it was fixed. Sony always wants feedback on what they put out there on the market. In the Playstation online store, when you buy a game or a avatar to edit your online ID, you can rate the product you have bought. Also, in every ps3 game there is somewhere in the little booklet or of the game where it gives a number where you can call to see how Sony is doing. I was over my friends house and she called Sony because her PlayStation couldn't read none of her discs she put in. When she was on the phone with one of the helpers, they was helping out a lot. Eventually they found out what the problem was and her PlayStation 3 got fixed. When the issue was solved, the person on the phone was asking if she wanted to subscribe to Sony so she can get emails about information about the PS3. They kept asking questions. To me, I could tell Sony would always want feedback to keep the customers happy because of course, they wouldn't want to lose any costumers.