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Xerox Corporation has established itself as the worlds largest document management company providing the broadest portfolio of document systems and services in the industry. Xerox developed and patented the first automatic copier to use ordinary paper in 1961. Today, the company offers a diverse range of document systems including color and black-and-white printing and publishing systems, digital presses, copiers and fax machines. The demand for Xeroxs products and services has grown every year and the company currently serves a market of one hundred and seventeen billion dollars. As a management consulting team offering services to a leading Xerox competitor, The paper will explore how Xerox increased its competitiveness to gain market share through improved customer satisfaction. Evaluating how Xerox established high levels of customer satisfaction, the competing firm can learn from and implement a similar strategy

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