CUSTOMER RELATIONSHIP MANAGEMENT

ON JOHNSON AND JOHNSON

Presented by:
DABEET KOUR
15BSP0341
Section: G

INDEX
I.
II.
III.
IV.
V.
VI.
VII.
VIII.

CRM
INTRODUCTION ON COMPANY
PRODUCTS
STP
SWOT ANALYSIS
COMPETITION
MARKET SHARE
CRM OF COMAPANY

Customer relationship management (CRM)

Customer relationship management (CRM) is an approach to managing a companys

interaction with current and future customers. The CRM approach tries to analyze
data about customers' history with a company, in order to better improve business
relationships with customers, specifically focusing on retaining customers, in order to
drive sales growth. One important aspect of the CRM approach is the systems of
CRM that compile information from a range of different channels, including a
companys website, telephone, email, live chat, marketing materials, social media,
and more. Through the CRM approach and the systems used to facilitate CRM,
businesses learn more about their target audiences and how to best cater to their
needs. However, the adoption of the CRM approach may also occasionally lead to
favouritism within an audience of consumers, leading to dissatisfaction among
customers and defeating the purpose of CRM.

Johnson & Johnson is an American multinational medical devices, pharmaceutical

and consumer packaged goods manufacturer founded in 1886. Its common stock is
a component of the Dow Jones Industrial Average and the company is listed among
the Fortune 500.
Johnson & Johnson is headquartered in New Brunswick, New Jersey, directly
adjacent to the campus of Rutgers University, the consumer division being located
inSkillman, New Jersey. The corporation includes some 250 subsidiary companies
with operations in over 57 countries and products sold in over 175 countries.
Johnson & Johnson had worldwide sales of $65 billion for the calendar year of 2011.
[3]

Johnson & Johnson's brands include numerous household names of medications

and first aid supplies. Among its well-known consumer products are the BandAid Brand line of bandages, Tylenol medications, Johnson's
baby products, Neutrogena skin and beauty products, Clean & Clear facial wash
and Acuvue contact lenses.
On December 31, 2012, the Food and Drug
Administration approved Sirturo (bedaquiline), a Johnson &
Johnson tuberculosis drug that is the first new medicine to fight the infection in more
than forty years.[4]

Products
The company's business is divided into three major segments, Pharmaceuticals,
Medical Devices and Diagnostics, and Consumer Products. In 2013, these segments
contributed 39%, 40%, and 21% of the company's total revenues. [8]
Pharmaceuticals[edit]

The company's major franchises in the Pharmaceutical segment include

Immunology, Neuroscience, Infectious Disease, and Oncology.
Immunology products include the anti-tumor necrosis factor antibodies Remicade
(infliximab), and Simponi (golimumab) used for the treatment[9] of autoimmune
diseases, including rheumatoid arthritis, Crohn's disease (Remicade only), ulcerative
colitis, ankylosing spondylitis, and other disorders. In 2013, these two products
accounted for 29% of Johnson and Johnson's pharmaceutical revenues, and 11.3%
of the company's total revenues. A third immunology product, Stelara (ustekinumab),
targets interleukin-12 and interleukin-23 and is used for the treatment of psoriasis.[10]

Key infectious diseases products include Incivio (telaprevir), a hepatitis C protease

inhibitor; Intelence (Etravirine), a non-nucleoside HIV polymerase inhibitor; and
Prezista (darunavir), an HIV protease inhibitor. Telaprevir sales are expected to
decline due to the recent approval of treatment regimens that are more efficacious
and much better tolerated. Etravirine and darunavir are notable for their high barriers
to resistance development.[11][12] Darunavir in combination with HIV polymerase
inhibitors is recommended as a first line treatment option for treatment naive persons
with HIV infection[13] but etravirine is approved only for use in treatment-experienced
patients, owing in part to its requirement for twice-daily dosing.
The company's CNS products include the ADHD drug Concerta
(methylphenidate extended release), and the long-acting injectable antipsychotics
Invega Sustenna (paliperidone palmitate) and Risperdal Consta (risperidone). Invega
Sustenna and Risperdal Consta were the first widely utilized long-acting depot
injections for the treatment of schizophrenia. Designed to address the issue of poor
patient compliance with oral therapy, they are administered by intramuscular
injection at intervals of 2 weeks and one month, respectively. Only minimal
improvements in outcomes relative to the oral versions of these drugs were
observed in the clinical trial setting, but some evidence suggests that the advantages
of long-acting injections in clinical practice may be greater than is readily
demonstrated in the environment of a clinical trial. [14][15][16]
Oncology products include Velcade (bortezomib), for the treatment of multiple
myeloma and mantle cell lymphoma[17] and Zytiga (abiraterone), an androgen
antagonist for the treatment of prostate cancer. In clinical trials, abiraterone
treatment was associated with a 4.6 to 5.2 survival advantage when used either
before or after chemotherapy with platinum based drugs. [18]
On September 30, 2014, the company announced its plans to acquire Alios
BioPharma for $1.75 billion, adding it to its Janssen Pharmaceutica division. As part
of the deal, the company will expand its viral-disease portfolio by gaining access, to
two Phase II drugs (specifically the respiratory syncytial virus drug candidate, AL8176) and several preclinical compounds.
Medical Devices[edit]

Sectors in which the company is active[20] include:

Aesthetics (Ethicon, Mentor)

Arrhythmias (Biosense Webster)

Bariatric Surgery for Obesity (Ethicon)

Cardiovascular Disease (Biosense Webster, Inc.)

Diabetes Care (LifeScan, Animas Corporation)

Ear, Nose, and Throat Conditions (Acclarent)

General Surgery (Ethicon, Codman Neuro)

Hernia Surgery (Ethicon)

Insulin Delivery Devices (Animas)

Neurovascular Disease (Codman Neuro, DePuy Synthes)

Orthopaedics (DePuy Synthes): Joint Reconstruction, Trauma, Spine, Sports

Medicine and Power Tools
Self-Measured Blood Glucose Monitors (LifeScan)
Surgical Instruments and Infection Prevention(Advanced Sterilization
Products)

Urologic Surgery (Ethicon)

Vision Care (VISTAKON)

Consumer Health[edit]

Sectors in which the company is active[21] include:

Baby Care

Nutritionals

Oral Health Care

Over-the-Counter Medicines

Skin & Hair Care

Vision Care

Wound Care & Topicals

STP
Segment

Health care segment

Target Group

Mostly urban families and hospitals and clinics

Positioning

Promise to healthcare

SWOT Analysis
Strengths
1. Johnson & Johnson is one of the Worlds Most Admired Companies
2. The United Nations awarded Johnson & Johnson the 2011 Humanitarian of the
Year Award for our leading role in its Healthy Mother, Healthy Child initiative.
3. One of the Top 100 Companies for Working Mothers every year since the list
was initiated 26 years ago.
4. Brand presence in form of advertising media and print media for a number of
products.
5.Excellent distribution network as the brand is supplied to remote villages and
faraway places
6.J&J is a brand trusted by mothers the world over
7. Has an excellent product portfolio and high quality offerings
8. It includes some 250 subsidiary companies with operations in over 57
countries and products sold in over 175 countries

Weaknesses

1. Maintaining a global brand can pe problematic as retailers can cause sale of

expired products
2. Being a global brand means operations are disturbed by market fluctuations
Opportunities
1. Acquisitions of other smaller companies and increasing broad brand
presence.
2. Bringing out a range of more portable products for economy class and
increasing rural penetration

Threats
1. Excessive promotion of any product making it almost generic.
2. Spurious brands with the name similar to existing brand name
3. Availability of cheap substitutes and low priced competitors.
COMPETITION
Competitors
1. Reckitt Benckiser
2.Paras
3.Himayala

Johnson & Johnson's market share of the over-the-counter and nutritionals

market worldwide from 2013 to 2021*
This statistic shows Johnson & Johnson's market share of the over-the-counter and nutritionals
market worldwide from 2013 to 2021. In 2015, Johnson & Johnson's market share of the global
over-the-counter and nutritionals market is estimated to be 3.27 percent.

Customer Relationship Management (CRM) is a

widely-implemented strategy for managing a
companys interactions with customers,
clients and sales prospects. It involves using
technology to organize, automate, and synchronize business processesprincipally
sales activities, but also those for marketing, customer service, and technical
support. The overall goals are to find, attract, and win new clients, nurture and
retain those the company already has, entice former clients back into the fold,
and reduce the costs of marketing and client service. Customer relationship
management describes a company-wide business strategy including customerinterface departments as well as other departments.

Customer Relationship Management (CRM) is a type of management that

specifically discusses the theories about the handling of the relationship between
the company and its customers with the aim of increasing corporate value in the
eyes of its customers.
The main goal of CRM is to improve long-term growth and profitability through a
better understanding of the habits (behavior) customers. CRM aims to provide
feedback that is more effective and better integration with the return on
investment (ROI) in this area.
A CRM system should be able to perform the function:
Identify the factors that are important to customers.
Carry the philosophy of customer-oriented (customer centric)
Adopt a measurement based on the customer's point of view
Build a process end to end customer service
Provide excellent customer support
Dealing with complaints / customer complaints
Take note of and follow all aspects of sales
Create a holistic information about information services and sales from
customers
Customer relationship management is a corporate-level strategy, which focuses on
building and maintaining relationships with customers. Some software packages
are available with different approaches to CRM. However, CRM is not technology
itself, but it is a holistic approach to organizational philosophy, which emphasizes
close relationships with customers. CRM care philosophy of the organization at all
levels, including policies and processes, customer service, employee training,
marketing, fund management and information systems. CRM system integrates
marketing, sales, and customer service from end to end. CRM systems typically
provides software and online tools for sales, costumer services, and marketing.
Nowadays, social media sites like Twitter, LinkedIn, and Facebook are amplifying
the voice of people in the marketplace and are having profound and far-reaching
effects on the ways in which people buy. Customers can now research companies
online and then ask for recommendations through social media channels, making
their buying decision without contacting the company.
People also use social media to share opinions and experiences on companies,
products and services. As social media is not as widely moderated or censored as
mainstream media, individuals can say anything they want about a company or
brand, positive or negative.
Increasingly, companies are looking to gain access to these conversations and take
a part in the dialogue. More than a few systems are now integrating to social
networking sites. Social media promoters cite a number of business advantages,
such as using online communities as a source of high-quality leads and a vehicle for
crowd sourcing solutions to client-support problems. Companies can also leverage
client stated habits and preferences to target their sales and marketing
communications.
Johnson & Johnson is the world's largest and most diverse manufacturer of health
care products and services for the consumer, pharmaceutical, and medical devices
and diagnostics markets. Made up of over 250 operating companies, Johnson &
Johnson employs approximately 119,000 men and women in 57 countries and sell
products throughout the world.

J&J Company, begin from it products, its caring, and its company, of course about
its employees, careers, investors, news, partners, and contact. For the part of J&J
caring, we can find about Company Initiative, Johnson & Johnson is involved with
many causes and advertising campaigns that encourage healthy lifestyles and
support those people who care for the health of others. In this part includes:
Helping Moms and Children: An initiative dedicated to helping improve women
and childrens health in the developing world.
The Johnson & Johnson Campaign for Nursings Future: This U.S. initiative has
championed the nursing profession and helped recruit and retain nurses. Follow
Nursing Notes by Johnson & Johnson on Face book.
Strength for Caring: This is a comprehensive online resource and community
developed to help family caregivers care for their loved ones and themselves.
Safe Kids Worldwide. Children die from accidents more than any other cause.
Were working to put an end to childhood injury and death.
Because We Care, We Act. This advertising campaign currently running in China
celebrates the unsung heroes who dedicate themselves to caring for others.
Having a Baby Changes Everything. This campaign uses real moms and dads in
real situations to celebrate the joys of parenthood.