Summary
The automotive industry is trying to shift gears and this time it's counting on having CRM at the wheel. Over the past few years, original equipment manufacturers and automotive dealers have been stuck in heavy data traffic without an exit in sight. What they must do now is put all that data to use, going beyond the initial sale to engage in a lasting relationship with the customer, a process that requires more than just throwing in a free air freshener. The industry overall seems to be doing well with consumers, reaching a relatively high index score of 82 on the American Customer Satisfaction Index in the second quarter of 2007; but within the industry, American companies continue to lag behind their foreign competitors. While it's important to get the sale, the automotive industry relies on nurturing the post-sale relationship as well.
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Extract
Detroit: Driven to Distraction
The automotive industry is trying to shift gears-again-and this time it's counting on having CRM at the wheel. Over the past few years, original equipment manufacturers (OEMs) and automotive dealers have been stuck in heavy data traffic without an e...
See the full content of this document
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