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Customer Relationship Management

Governance
Strategy
Risk Management
Indicators and Goals

Governance

Customer Relationship Management System

NEC continuously seeks customer feedback from various points of contact and promptly reflects it in business management. As part of these efforts, we conduct the biannual NEC Customer Survey.

The results of each survey are analyzed from the perspective of customers and are reported to top management.
We also share the findings with businesses’ operating divisions/units in related fields and proceed through PDCA cycles aimed at improving customer engagement. In addition, the CRM Promotion Divisions at major Group companies share information with one another on a regular basis in an effort to improve activities across the entire Group.

Strategy

Customer Relationship Management Policy

In keeping with the spirit of “Better Products, Better Services” embedded in our Principles, in 1992 NEC formulated its “Customer Satisfaction Management (CSM) concept.” The CSM concept consists of “Significance,” “Activity System,” “Goal,” and “CS Action Plan.”

Risk Management (Including Opportunity Generation)

Customer Satisfaction

Measures for Increasing Customer Engagement

Advancing Activities Based on Customer Feedback

Seeking to clarify customer expectations for NEC’s products and services and to help us respond appropriately, in fiscal 2024 we asked customers open-ended questions on themes and areas of interest to them in the biannual NEC Customer Survey, and then used generative AI to analyze the results and apply them to related business areas such as sales and product divisions. In addition, in fiscal 2024 we launched initiatives to expand this survey to include customers outside Japan, and included some questions from surveys for seminars and other events hosted by NEC to confirm the status of customer engagement more broadly.

Remaining the First Choice of Customers

To create lasting relationships with our existing customers, in fiscal 2024 we continued building systems that will enable effective use of in-house knowledge aligned with our customers’ expectations. We continued to increase our proposal capabilities in the DX field, where we saw particularly strong interest from customers, and worked to meet customer expectations by running an internal education program for employees (DX Academia) throughout the year.
We have upgraded and expanded our range of knowledge to enable follow-up aligned with customer expectations based on the open-ended questions that we newly added to the NEC Customer Survey.

Advertising and PR Activities

Responsible Advertising and PR Activities

In our advertising and PR activities, we observe laws and regulations and have prepared various guidelines, such as the “NEC Visual Identity Guidelines,” the “NEC Group Advertising Activity Guidelines,” and the “NEC Group Website Guidelines,” detailing points of caution in relation to design, accessibility, and production. We are also making an effort to employ fair and appropriate language and expressions; in fact, we began disseminating our Social Media Policy externally well before the spread of social media.

Response to Customer Complaints and Feedback

To facilitate communication with customers, various types of contact desks have been provided for individual and corporate customers and for each type of product. Through these, we consult with customers and listen to their feedback and requests. Moreover, the NEC Customer Communication Center (“CCC”) has been established as a general contact desk in Japan to provide consultation on NEC products, systems and services.

We also provide an inquiry form on the NEC global website to enable customers outside Japan to consult with us by email.

Indicators and Goals

Medium- to Long-term Goals, Priority Activities and Progress, Achievements, and Issues

Medium- to Long-term Goals and Priority Activities

(Scope: NEC Corporation unless otherwise specified) Period: April 2021 to March 2026
M: Major non-financial indicators related to “materiality”

Continue to be customers’ company of choice by earning their unwavering trust

FY2024 Goals, Progress, Achievements and Issues, and FY2025 Goals

FY2024 Goals

  1. Continue to engage in activities to improve customer engagement based on the voice of the customer (VoC) and in keeping with the characteristics of each business
  2. Achieve a result for the Customer Satisfaction Survey higher than the industry average (average of “Total satisfaction”) in market surveys conducted by NEC Corporation

Progress, Achievements and Issues

  1. Continued to make improvements based on the VoC and in keeping with the characteristics of each business
  2. The results of NEC’s Customer Relationship Survey (NEC Customer Survey) exceeded overall IT industry value obtained from market research conducted in-house. The indicator used for comparison was “intention to continue using services.”

FY2025 Goals

  1. Continue to engage in activities to improve customer engagement based on the VoC and in keeping with the characteristics of each business
  2. Achieve a result for the Customer Relationship Survey (NEC Customer Survey) higher than the overall IT industry value obtained from market research conducted in-house (intention to continue using services)

Violations in Advertising and PR Activities

If there is a violation or potential violation in our advertising and PR activities, we deal with it appropriately according to the guidance of the relevant government agency.

In fiscal 2024, there were no incidents of non-compliance concerning marketing and communications.