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MBM-303 Case Study Presentation: CRM For Building Close Relationship With Customers

Country Automobile is one of India's largest auto manufacturers. They implement a customer relationship management (CRM) system to better understand customers, integrate sales and service activities, and build closer relationships. The CRM system analyzes customer purchasing decisions, identifies customer needs, and facilitates information sharing between dealers, customers, and Country Automobile. Country Automobile aims to use the CRM system to retain market share amid competition, centralized customer data, standardize processes, and improve productivity.

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Shilpi Singh
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228 views10 pages

MBM-303 Case Study Presentation: CRM For Building Close Relationship With Customers

Country Automobile is one of India's largest auto manufacturers. They implement a customer relationship management (CRM) system to better understand customers, integrate sales and service activities, and build closer relationships. The CRM system analyzes customer purchasing decisions, identifies customer needs, and facilitates information sharing between dealers, customers, and Country Automobile. Country Automobile aims to use the CRM system to retain market share amid competition, centralized customer data, standardize processes, and improve productivity.

Uploaded by

Shilpi Singh
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd

MBM-303 Case Study Presentation CRM for building close relationship with customers

Presentation by-: Alakhnandidni Sehgal Meenal Johari Nidhi Chauhan Richa Rai Saran Prakash Satsangi Shilpi Kumari

Introduction
Role of information technology in the transformation of the automobile industry during the 20th century. E-business solutions for strengthening relationships with customers. Country Automobile is one of the Indias largest auto manufactures. Commercial, Utility and Passenger vehicles.

CRM

Customer relationship management (CRM) is a widely implemented strategy for managing a companys interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes principally sales activities, but also those for marketing, customer service, and technical support.

CRM in the automotive industry is designed to-:

Analyze car buyers' purchasing decisions. Identify drivers' usage and needs through auto dealer CRM. Integrate the sales, service and finance activity of current customers.

Competency of CRM
Innovative Dealer management system with Integrated CRM Inventory Management and credit reporting Customer feedback mechanism Flow of information from dealers and customers. Dealer service, vehicle service support and multichannel selling.

Need to Implement CRM


Global and domestic Competition To retain market share. Dispersed geographical manufacturing and marketing operations. Centralized customer database and standardized business process Facilitate collaboration between the manufactures dealers and sales people. Cost reduction Improving overall productivity

Second Phase action


Managing with the Automotive CRM and Dealer management system E-Business Leveraging data to improve customer interaction Streamline product development and Planning Continuous Training of the Dealers

Pricing and tax calculations module Countering the changing demand in the market place Retaining the growth Customer feedback analysis tools Maintain Flexibility Managing Global

Main objectives
Becoming more global with the continuous growing domestic Operations Enable Information access for a country-wide business Implementing efficient and cost effective technology. IT infrastructure to improve overall productivity.

THANK YOU

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