2.4 ｜ Customer Relationship Management 2.4 Customer Relationship Management 2.4.1 Basic Approach for Customer Relationship As we declare in our corporate philosophy, the Fujifilm Group aims to provide the best quality products and services which are safe, appealing to customers and provide them with peace of mind, by basing our management on Customer Satisfaction (CS).” In order to achieve customer satisfaction, it is important to obtain the views of a wide range of customers and to have a mechanism in place for effectively reflecting these in our products and services. For this purpose, we pay special attention to communicating with our customers at customer centers which are our point of contact with them. We aim to correctly grasp their views, as well as seek to respond in a speedy, kind, accurate and fair manner, and we are constructing a system to link these views to improvements in our work processes and product development. 2.4.2 Structure for Customer Relationship Mechanisms for Communicating with Customers Customers Daily customer communication Changes in the environment surrounding Customer evaluation (complaints, claims, requests, inquiries, etc.) customers, economic trends, etc. Integrated Customer Employees who interface Official Market Support Center with customers website researches ISO 10002 Self audits based on the Complaints Handling Management System CS improvement activities at customer contact points CS program evaluations Strengthening of relationships with individual customers; improvement of See operating processes based on remarks, opinions, and requests, etc. Think Competitive CS improvement activities by each core group Plan Benchmarking Improvement of operating processes based on remarks, opinions, Do CS Program and requests; strengthening of product planning ability, etc. Top management’s CS activities User CS Program Decisions on companywide policies and methods for resolving important issues by the Management Council, etc. CSProgram(ImprovementactivitiesbasedontheCSsurveys) The Two CS Programs Objectives for the Use of Survey Results Competitive Benchmarking CS Program Activities linked to grasp the CS market position, P CS improvement activities enhance our strengths, and improve on our weaknesses. extracted from issues when compared with competitive Company-wide companies Complementary relations T improvement activities D as well as activities by each site and function Customers CS improvement activities Promote improvements based on customer evaluations based on individual customer and enhance relationships with individual customers. S evaluations Users CS Program 52 FUJIFILM Holdings Corporation Sustainability Report 2023