The Importance of Customer Relationship Management in the Automotive Supply Industry

The Importance of Customer Relationship Management in the Automotive Supply Industry PDF

Author: Michael Schäfer

Publisher: GRIN Verlag

Published: 2007-08

Total Pages: 72

ISBN-13: 3638709159

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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 of Automobile Industry

Customer Relationship Management of Automobile Industry PDF

Author: Dr. Swapnil S. Phadtare

Publisher: OrangeBooks Publication

Published: 2023-02-18

Total Pages: 289

ISBN-13:

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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.

Customer Relationship Management Implementation in Automobile Industry

Customer Relationship Management Implementation in Automobile Industry PDF

Author: Kamyar Kavosh

Publisher: LAP Lambert Academic Publishing

Published: 2012-04

Total Pages: 180

ISBN-13: 9783848443420

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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.

Pearlescent Promises: Trust, Commitment, and Luxury Revelations

Pearlescent Promises: Trust, Commitment, and Luxury Revelations PDF

Author: Dr.Rakesh Naru

Publisher: Notion Press

Published: 2024-04-26

Total Pages: 149

ISBN-13:

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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.

The utilization of customer journey mapping in the automotive industry

The utilization of customer journey mapping in the automotive industry PDF

Author: Tobias Staudt

Publisher: GRIN Verlag

Published: 2014-11-24

Total Pages: 27

ISBN-13: 3656844534

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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

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