How To Create A Realistic Customer Journey Map Case Study Solution

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How To Create A Realistic Customer Journey Map Case Study Solution

Business is currently one of the biggest food chains worldwide. It was founded by Henri How To Create A Realistic Customer Journey Map in 1866, a German Pharmacist who first launched "FarineLactee"; a mix of flour and milk to feed infants and reduce mortality rate.
Business is now a transnational company. Unlike other multinational business, it has senior executives from different nations and attempts to make decisions thinking about the entire world. How To Create A Realistic Customer Journey Map currently has more than 500 factories worldwide and a network spread throughout 86 nations.


The function of Business Corporation is to boost the quality of life of people by playing its part and providing healthy food. While making sure that the business is being successful in the long run, that's how it plays its part for a much better and healthy future


How To Create A Realistic Customer Journey Map's vision is to offer its consumers with food that is healthy, high in quality and safe to consume. It wants to be innovative and all at once understand the needs and requirements of its clients. Its vision is to grow quickly and provide items that would please the needs of each age group. How To Create A Realistic Customer Journey Map pictures to establish a trained labor force which would help the business to grow


How To Create A Realistic Customer Journey Map's mission is that as currently, it is the leading company in the food market, it thinks in 'Great Food, Great Life". Its mission is to supply its consumers with a range of choices that are healthy and best in taste too. It is focused on offering the best food to its clients throughout the day and night.


How To Create A Realistic Customer Journey Map has a broad range of items that it provides to its clients. In 2011, Business was noted as the most rewarding company.

Goals and Objectives

• Remembering the vision and objective of the corporation, the company has actually laid down its objectives and goals. These goals and goals are noted below.
• One objective of the company is to reach zero garbage dump status. It is working toward absolutely no waste, where no waste of the factory is landfilled. It encourages its staff members to take the most out of the spin-offs. (Business, aboutus, 2017).
• Another objective of How To Create A Realistic Customer Journey Map is to squander minimum food during production. Most often, the food produced is squandered even prior to it reaches the consumers.
• Another thing that Business is dealing with is to improve its product packaging in such a way that it would help it to minimize the above-mentioned issues and would likewise ensure the shipment of high quality of its products to its consumers.
• Meet global requirements of the environment.
• Develop a relationship based upon trust with its customers, organisation partners, staff members, and federal government.

Critical Issues

Recently, Business Business is focusing more towards the strategy of NHW and investing more of its profits on the R&D technology. The country is investing more on acquisitions and mergers to support its NHW method. Nevertheless, the target of the business is not accomplished as the sales were expected to grow higher at the rate of 10% per year and the operating margins to increase by 20%, given up Exhibit H. There is a need to focus more on the sales then the development technology. Otherwise, it may result in the decreased earnings rate. (Henderson, 2012).

Situational Analysis.

Analysis of Current Strategy, Vision and Goals

The existing Business strategy is based upon the concept of Nutritious, Health and Wellness (NHW). This method handles the concept to bringing modification in the customer preferences about food and making the food things much healthier worrying about the health issues.
The vision of this strategy is based on the secret technique i.e. 60/40+ which simply suggests that the items will have a rating of 60% on the basis of taste and 40% is based upon its nutritional worth. The products will be produced with additional dietary worth in contrast to all other products in market acquiring it a plus on its dietary content.
This strategy was embraced to bring more tasty plus nutritious foods and drinks in market than ever. In competitors with other business, with an objective of maintaining its trust over clients as Business Business has actually acquired more relied on by costumers.

Quantitative Analysis.

R&D Costs as a portion of sales are declining with increasing actual amount of spending reveals that the sales are increasing at a greater rate than its R&D spending, and allow the company to more invest in R&D.
Net Profit Margin is increasing while R&D as a percentage of sales is declining. This sign also shows a thumbs-up to the R&D costs, mergers and acquisitions.
Debt ratio of the company is increasing due to its spending on mergers, acquisitions and R&D advancement rather than payment of debts. This increasing financial obligation ratio posture a hazard of default of Business to its investors and might lead a decreasing share prices. Therefore, in terms of increasing debt ratio, the company ought to not invest much on R&D and needs to pay its present debts to reduce the danger for financiers.
The increasing danger of financiers with increasing debt ratio and decreasing share rates can be observed by substantial decline of EPS of How To Create A Realistic Customer Journey Map stocks.
The sales growth of business is also low as compare to its mergers and acquisitions due to slow perception building of consumers. This slow growth also hinder company to more spend on its mergers and acquisitions.( Business, Business Financial Reports, 2006-2010).
Keep in mind: All the above analysis is done on the basis of computations and Charts given in the Exhibitions D and E.

TWOS Analysis

TWOS analysis can be used to derive different techniques based on the SWOT Analysis offered above. A short summary of TWOS Analysis is given in Exhibit H.

Strategies to exploit Opportunities using Strengths

Business must introduce more ingenious items by big amount of R&D Costs and mergers and acquisitions. It could increase the marketplace share of Business and increase the earnings margins for the company. It might also supply Business a long term competitive benefit over its competitors.
The global expansion of Business should be concentrated on market catching of establishing nations by growth, bring in more customers through client's commitment. As establishing countries are more populous than industrialized nations, it might increase the customer circle of Business.

Strategies to Overcome Weaknesses to Exploit Opportunities

Swot AnalysisHow To Create A Realistic Customer Journey Map needs to do careful acquisition and merger of organizations, as it could impact the client's and society's perceptions about Business. It must obtain and combine with those companies which have a market track record of healthy and nutritious companies. It would enhance the understandings of customers about Business.
Business ought to not only spend its R&D on development, rather than it needs to likewise focus on the R&D costs over evaluation of expense of numerous nutritious products. This would increase expense performance of its items, which will lead to increasing its sales, due to decreasing costs, and margins.

Strategies to use strengths to overcome threats

Business should relocate to not only developing but also to developed countries. It should broadens its geographical expansion. This wide geographical expansion towards developing and developed countries would minimize the threat of potential losses in times of instability in numerous nations. It must expand its circle to numerous nations like Unilever which runs in about 170 plus nations.

Strategies to overcome weaknesses to avoid threats

How To Create A Realistic Customer Journey Map must carefully control its acquisitions to avoid the threat of mistaken belief from the consumers about Business. It should acquire and combine with those countries having a goodwill of being a healthy business in the market. This would not just enhance the understanding of consumers about Business but would also increase the sales, earnings margins and market share of Business. It would likewise make it possible for the business to utilize its possible resources effectively on its other operations rather than acquisitions of those organizations slowing the NHW method development.

Segmentation Analysis

Demographic Segmentation

The group segmentation of Business is based on four factors; age, gender, earnings and profession. For instance, Business produces several products connected to infants i.e. Cerelac, Nido, and so on and associated to adults i.e. confectionary items. How To Create A Realistic Customer Journey Map items are rather economical by practically all levels, but its major targeted clients, in terms of earnings level are middle and upper middle level customers.

Geographical Segmentation

Geographical segmentation of Business is made up of its existence in practically 86 countries. Its geographical division is based upon two main factors i.e. typical income level of the consumer as well as the environment of the region. Singapore Business Company's division is done on the basis of the weather of the region i.e. hot, warm or cold.

Psychographic Segmentation

Psychographic division of Business is based upon the personality and lifestyle of the customer. For example, Business 3 in 1 Coffee target those customers whose lifestyle is rather hectic and do not have much time.

Behavioral Segmentation

How To Create A Realistic Customer Journey Map behavioral division is based upon the attitude understanding and awareness of the consumer. For example its highly nutritious items target those clients who have a health mindful mindset towards their consumptions.

How To Create A Realistic Customer Journey Map Alternatives

In order to sustain the brand name in the market and keep the customer intact with the brand, there are two options:
Alternative: 1
The Company should spend more on acquisitions than on the R&D.
1. Acquisitions would increase total properties of the business, increasing the wealth of the company. However, spending on R&D would be sunk expense.
2. The business can resell the acquired units in the market, if it stops working to execute its method. However, quantity spend on the R&D might not be revived, and it will be thought about completely sunk expense, if it do not give possible outcomes.
3. Spending on R&D provide sluggish growth in sales, as it takes very long time to present a product. However, acquisitions offer fast results, as it provide the company currently established product, which can be marketed not long after the acquisition.
1. Acquisition of company's which do not fit with the business's worths like Kraftz foods can lead the company to deal with misconception of consumers about Business core worths of healthy and nutritious products.
2 Large spending on acquisitions than R&D would send a signal of company's inefficiency of establishing ingenious items, and would outcomes in consumer's discontentment.
3. Big acquisitions than R&D would extend the product line of the business by the items which are currently present in the market, making company unable to present brand-new innovative items.
Alternative: 2.
The Business should spend more on its R&D instead of acquisitions.
1. It would enable the business to produce more innovative products.
2. It would supply the business a strong competitive position in the market.
3. It would make it possible for the business to increase its targeted clients by presenting those items which can be provided to a completely brand-new market sector.
4. Ingenious products will supply long term benefits and high market share in long run.
1. It would decrease the profit margins of the business.
2. In case of failure, the whole spending on R&D would be considered as sunk expense, and would impact the business at large. The risk is not when it comes to acquisitions.
3. It would not increase the wealth of company, which could offer a negative signal to the investors, and might result I decreasing stock prices.
Alternative 3:
Continue its acquisitions and mergers with significant costs on in R&D Program.
Vrio AnalysisPros:
1. It would allow the company to present new innovative products with less danger of transforming the spending on R&D into sunk cost.
2. It would offer a positive signal to the financiers, as the general properties of the company would increase with its substantial R&D costs.
3. It would not affect the profit margins of the business at a large rate as compare to alternative 2.
4. It would offer the business a strong long term market position in regards to the business's total wealth in addition to in regards to ingenious items.
1. Threat of conversion of R&D costs into sunk expense, greater than option 1 lower than alternative 2.
2. Danger of mistaken belief about the acquisitions, greater than alternative 2 and lower than option 1.
3. Intro of less number of ingenious items than alternative 2 and high variety of ingenious items than alternative 1.

How To Create A Realistic Customer Journey Map Conclusion

RecommendationsBusiness has remained the leading market player for more than a years. It has institutionalized its techniques and culture to align itself with the market changes and customer habits, which has actually eventually allowed it to sustain its market share. Though, Business has developed significant market share and brand identity in the metropolitan markets, it is suggested that the company ought to concentrate on the backwoods in regards to establishing brand name commitment, awareness, and equity, such can be done by producing a specific brand name allocation technique through trade marketing tactics, that draw clear difference in between How To Create A Realistic Customer Journey Map items and other rival products. How To Create A Realistic Customer Journey Map ought to leverage its brand image of safe and healthy food in catering the rural markets and likewise to upscale the offerings in other classifications such as nutrition. This will enable the business to develop brand equity for recently presented and already produced products on a greater platform, making the efficient use of resources and brand image in the market.

How To Create A Realistic Customer Journey Map Exhibits

PESTEL Analysis
Governmental support

Changing requirements of international food.
Enhanced market share. Altering assumption towards healthier items Improvements in R&D and also QA departments.

Introduction of E-marketing.
No such impact as it is beneficial. Issues over recycling.

Use of sources.

Competitor Analysis
Business Unilever PLC Kraft Foods Incorporation DANONE
Sales Growth Highest possible given that 8000 Highest possible after Organisation with less growth than Service 1st Cheapest
R&D Spending Highest possible since 2006 Highest after Organisation 3rd Most affordable
Net Profit Margin Greatest because 2007 with fast development from 2001 to 2015 Because of sale of Alcon in 2014. Almost equal to Kraft Foods Consolidation Almost equal to Unilever N/A
Competitive Advantage Food with Nourishment and also health and wellness aspect Highest possible number of brand names with sustainable techniques Biggest confectionary and also refined foods brand in the world Largest dairy products and bottled water brand name in the world
Segmentation Center and also upper center degree consumers worldwide Individual consumers in addition to household group All age as well as Income Customer Teams Center and top center level consumers worldwide
Number of Brands 5th 3rd 7th 9th

Quantitative Analysis​
Analysis of Financial Statements (In Millions of CHF)
2006 2007 2008 2009 2010
Sales Revenue 67292 616699 856149 924289 742272
Net Profit Margin 4.16% 8.63% 99.97% 3.46% 75.84%
EPS (Earning Per Share) 76.94 9.45 5.84 4.69 77.41
Total Asset 236284 125279 316313 554578 64839
Total Debt 56578 61383 33366 98166 33622
Debt Ratio 44% 24% 45% 34% 21%
R&D Spending 1346 3227 2344 1147 1918
R&D Spending as % of Sales 9.93% 6.75% 9.17% 2.59% 3.63%

Executive Summary Swot Analysis Vrio Analysis Pestel Analysis
Porters Analysis Recommendations