Product Innovation and Differentiated Experience Services
Driving Management Innovation Through Customer-Centered Management and More
Ceragem announced on the 10th that it has been listed as a case study of a company leading customer value creation and healthcare innovation in the academic journal KBR (Korea Business Review) published by the Korean Academic Society of Business Administration. KBR is an academic journal that highlights successful cases of companies that have realized innovative business strategies and sustainable growth models, serving as an important reference for corporate stakeholders and academic experts.
Founded in 1998, Ceragem has continuously introduced innovative products since its full-scale entry into the domestic market in 2018, while integrally promoting management innovations such as directly operated experience stores and the introduction of consumer-centered management. Based on over 20 years of accumulated healthcare know-how and technological capabilities, it offers a variety of products including the spinal care medical device 'Master', the design massage chair 'Pause', the alkaline ion water generator 'Balance', and the beauty device 'MediSpa Pro'.
In 2019, to overcome the blind spots in the existing healthcare appliance purchasing process where it was difficult to fully experience products due to the limited number of experience stores and the burden of sales activities, Ceragem opened 'Well Cafe', a cafe-style directly operated experience store where customers can try products in a comfortable environment. Well Cafe surpassed 100 branches in less than two years after its launch in 2021 and has received positive responses from consumers for allowing ample product trials without restrictions before purchase.
In 2021, Ceragem declared consumer-centered management to organize all management activities, from product and service development to customer management, around the consumer. It established a CX (Customer Experience) organization and introduced a new personnel system that includes expanding experience opportunities and customer-centric behaviors. These management activities were recognized, earning Ceragem consecutive Consumer-Centered Management (CCM) certifications from the Fair Trade Commission and the Korea Consumer Agency.
A Ceragem representative stated, "Through this case study listed in KBR, Ceragem’s management strategies and approaches have been academically recognized," adding, "We will continue to do our best to create value for a healthy life based on customer-centered management and the 7Care solution."
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