Customer Relationship Management In The Automotive Industry
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The Importance Of Customer Relationship Management In The Automotive Supply Industry
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Author : Michael Schäfer
language : en
Publisher: GRIN Verlag
Release Date : 2007-08
The Importance Of Customer Relationship Management In The Automotive Supply Industry written by Michael Schäfer and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-08 with Business & Economics categories.
Master's Thesis from the year 2006 in the subject Business economics - Customer Relationship Management, CRM, grade: B-, University of Leicester (Management Center), language: English, abstract: The purpose of this dissertation is to investigate the importance of CRM in a specific industry for a specific company. More precisely, this work will explore the automotive supplier industry; and within that industry, the company Y will be analysed, discussed and explored. Y is a supplier of aluminium tubes and aluminium profiles to the global automotive industry. The research will encompass several key areas in an effort to present a multi-perspective work, including best practices, an overview of CRM, and key factors of success as well as an automotive industry survey that the author administered, documented and integrated into this dissertation to add an element from the real business world to the research. First, a broad overview of relevant CRM theories and their meaning will be presented in order to set the stage for a discussion of Y as a specific competitor in the automotive supplier industry and to facilitate realistic and effective comparison and contrast between industry trends and the chosen company in particular. Following the CRM theory overview, differences between business-to-business and business-to-consumer markets will be differentiated for a complete understanding of these two distinct segments of the industry. Success factors within CRM will be presented, together with the limitations and problems associated with the application of CRM. After that supplementing theories beyond CRM will be identified and discussed. A literature review will be included to add substance and relevance to the research. In the second part of this dissertation, a survey will be presented that the author composed and administered towards Y's business-to-business automotive customers. After the survey and methodology is discussed, an analysis of the results of the survey will
Customer Relationship Management In The Automotive Industry
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Author : Mark Guest
language : en
Publisher:
Release Date : 1998-01-01
Customer Relationship Management In The Automotive Industry written by Mark Guest and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998-01-01 with Automobile industry and trade categories.
Customer Relationship Management Of Automobile Industry
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Author : Dr. Swapnil S. Phadtare
language : en
Publisher: OrangeBooks Publication
Release Date : 2023-02-18
Customer Relationship Management Of Automobile Industry written by Dr. Swapnil S. Phadtare and has been published by OrangeBooks Publication this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-02-18 with Education categories.
In this book author conducted his study in Western Maharashtra State, India. Fir the study purpose author collect information from Sales Representative, Sales Managers, Customers and Auto Dealers, are the samples for the study. Also Schedules are the instrument for data collection. Used Parameters under study are demographic, behavioral and psychographic of samples. Study revolves around concepts of Customer Relationship Management, Customer Satisfaction, Consumer Behavior, Relationship Marketing, and Market Segmentation. Data has processed by using MS-Excel and analyzed using SPSS Package. Descriptive analysis, inferential statistics and multivariate statistical tools brought in use.
A Customer Relationship Management System For The Thai Automotive Industry
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Author : Narong Sumetawenunt
language : en
Publisher:
Release Date : 2003
A Customer Relationship Management System For The Thai Automotive Industry written by Narong Sumetawenunt and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with Automobile industry and trade categories.
Pearlescent Promises Trust Commitment And Luxury Revelations
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Author : Dr.Rakesh Naru
language : en
Publisher: Notion Press
Release Date : 2024-04-26
Pearlescent Promises Trust Commitment And Luxury Revelations written by Dr.Rakesh Naru and has been published by Notion Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-04-26 with Non-Classifiable categories.
The research explores how the after-sales service process and quality impact customer retention in the luxury car industry, emphasizing the roles of trust and commitment. It investigates the relationship between customer care processes, customer relationship management (CRM), and customer retention, particularly in authorized car workshop.
Customer Relationship Management Implementation In Automobile Industry
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Author : Kamyar Kavosh
language : en
Publisher: LAP Lambert Academic Publishing
Release Date : 2012-04
Customer Relationship Management Implementation In Automobile Industry written by Kamyar Kavosh and has been published by LAP Lambert Academic Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-04 with categories.
Customer relationship management (CRM) has become popular among organizations and firms, hence many have implemented it in order to compete with others and promote their businesses. In CRM implementation, there are barriers, critical success factors and the strategic components that should be determined. A CRM model was used to determine the CRM barriers, critical success factors and show the current implementation of CRM in automobile industry. An example of the difficulties identified is cultural barrier. Besides that, the critical success factors have been recognized. This research also reveals that the most important components of CRM implementation are people, process, and technology. Another contribution of this study is identifying new items such as the in-house or outside trainers. This study shows that in-house trainers are more efficient and effective in training employees for CRM projects. In addition to that, the level of CRM knowledge of trainers is vital in getting the expected results.
The Utilization Of Customer Journey Mapping In The Automotive Industry
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Author : Tobias Staudt
language : en
Publisher: GRIN Verlag
Release Date : 2014-11-24
The Utilization Of Customer Journey Mapping In The Automotive Industry written by Tobias Staudt and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-11-24 with Business & Economics categories.
Seminar paper from the year 2014 in the subject Business economics - Offline Marketing and Online Marketing, grade: 1,2, Leipzig Graduate School of Management, course: Service Retail and Marketing, language: English, abstract: Commoditized products and volatile market environments frame the setting that companies are facing today. Thereby, the importance of differentiation as key to company’s growth is more relevant than ever. It is widely assumed that differentiation often refers to products or market positions. However, more recently, the concept of Experience Based Differentiation (EBD) emerged as an idea for companies to build sustainable relations and loyalty by delivering a superior, differentiated experience to customers. Managers have become increasingly aware that customers are their most valuable assets. However, pure Customer Relationship Management (CRM) is not sufficient anymore. Thus, Customer Experience Management (CEM) takes CRM to the next level by integrating customer experience (CEx) and emotions during interactions into consideration (Fatma 2014). Tracing the considerably increasing number of customer touch points and derive so called customer journey maps, helps companies to understand the broader reasons of performance gaps and thus address root causes. A recent study by McKinsey & Company (2013) revealed that companies that are able to map and optimize relevant customer journeys reinforce superior CEx, reduce churn and increase revenue, and, as a result, built sustainable relationships. In addition, greater employee satisfaction and an increased effectiveness of cross-functional collaborations have been observed. However, most companies fail to strategically align and manage the CEx across all touch points and miss a great opportunity to differentiate. This gives relevance to a study on the potential of Customer Journey Mapping (CJM), as a way for the marketing management to understand CEx during all interactions. In the process of the present work, the concepts of Customer Experience (CEx), Customer Experience Management (CEM), Customer Journeys (CJ), as well as Customer Journey Mapping (CJM) are important. Therefore, the basic idea of these concepts will be characterized and explained in this sub-chapter. The terms CEx and CEM have been introduced to the marketing management several years ago and have its roots in the concepts of service quality and customer service, which evolved during the eighties and nineties (Drotskiie, 2009, p. 363). Today, a common understanding of the frequently cited concept of CEx is “the user’s interpretation of his or her total interaction
Customer Relationship Management Implementation In Iran Automobile Industry
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Author : Kamyar Kavosh
language : en
Publisher:
Release Date : 2011
Customer Relationship Management Implementation In Iran Automobile Industry written by Kamyar Kavosh and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with Customer relations categories.
Effect Of Customer Perceived Value On Customer Relationship Management Performance In Automobile Industry In Iran
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Author : Zahra Ehsani
language : en
Publisher:
Release Date : 2015
Effect Of Customer Perceived Value On Customer Relationship Management Performance In Automobile Industry In Iran written by Zahra Ehsani and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015 with categories.
Maintaining Customers
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Author : Rizky Putra
language : en
Publisher:
Release Date : 2013
Maintaining Customers written by Rizky Putra and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013 with categories.
As the competition is getting tougher in Indonesian economy, automotive firms may also have to compete with each other to maintain and/or constantly gaining market share. Building up a competitive edge may be the differentiator among the crowd. The marketing strategy in building and maintaining customer, including the implementation of customer relationship management (CRM) may be one alternative strategic plan in enhancing sales, gaining awareness, and market share.The research objective of this paper is to provide evidence on customer maintenance programs of an automotive firm in Indonesia. It is expected that the use of CRM may likely improve the level of customer satisfaction, and also expand the market share. This research relies on straight-forward statistical analysis to determine the level of correlations among chosen variables.