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Author : Akio Okamura
Publisher :
ISBN 13 :
Total Pages : 108 pages
Book Rating : 4.:/5 (316 download)
Download or read book The Relationship Between Customer Satisfaction and Sales in the Automobile Industry written by Akio Okamura and published by . This book was released on 1994 with total page 108 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Michael D. Johnson
Publisher : Springer Science & Business Media
ISBN 13 : 3322845095
Total Pages : 369 pages
Book Rating : 4.3/5 (228 download)
Download or read book Customer Retention in the Automotive Industry written by Michael D. Johnson and published by Springer Science & Business Media. This book was released on 2012-12-06 with total page 369 pages. Available in PDF, EPUB and Kindle. Book excerpt: Anhand zahlreicher Fallbeispiele analysieren renommierte Experten aus Wissenschaft und Praxis den Zusammenhang zwischen Produktqualität, Kundenzufriedenheit und Unternehmenserfolg und geben praxisorientierte Tips zur Verbesserung.
Author : Dr. Swapnil S. Phadtare
Publisher : OrangeBooks Publication
ISBN 13 :
Total Pages : 289 pages
Book Rating : 4./5 ( download)
Download or read book Customer Relationship Management of Automobile Industry written by Dr. Swapnil S. Phadtare and published by OrangeBooks Publication. This book was released on 2023-02-18 with total page 289 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Author : Michael Schäfer
Publisher : GRIN Verlag
ISBN 13 : 3638709159
Total Pages : 72 pages
Book Rating : 4.6/5 (387 download)
Download or read book The Importance of Customer Relationship Management in the Automotive Supply Industry written by Michael Schäfer and published by GRIN Verlag. This book was released on 2007-08 with total page 72 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Author : Marit Breitfeld
Publisher : diplom.de
ISBN 13 : 383248602X
Total Pages : 105 pages
Book Rating : 4.8/5 (324 download)
Download or read book Customer-Oriented Quality Management in the Automotive Industry written by Marit Breitfeld and published by diplom.de. This book was released on 2005-02-28 with total page 105 pages. Available in PDF, EPUB and Kindle. Book excerpt: Inhaltsangabe:Abstract: In times of severe competition, it is of crucial importance to create a competitive advantage to differentiate from the competitors and to sustain the business of the company. This thesis intends to show that a customer-focused quality management is one way to create a sustainable competitive advantage. Quality controls along the whole value chain -before, during and after production- leads to failure free products, which save costs on the one hand and have thus a positive influence on the company s revenue. On the other hand failure free products that meet the customers expectations lead to satisfied customers who build up a brand loyalty and conduct retention sales, which have a positive influence on the company s sales, market share as well as the overall image. Furthermore, this thesis points out that it is important to listen to the voice of the customers and get an insight in the customer s needs and wants. To fulfil or even exceed their expectations leads to customer satisfaction, which is a key to success in today s business world. In addition, the customer demands in regard of quality are growing continuously and new technologies are appearing on the markets on a regular basis. Therefore the producers are forced to keep to the latest technology developments and to get hold on the changing customer needs. But even without this external pressure, quality improvement is justified from a cost point of view. The applicability of a customer-oriented quality management is shown in the practical part of this thesis, when the quality of the Saab models is analyzed from the customer s perspective. Due to the arguments, outlined in this thesis, it can be summarized that a quality management with a focus on the needs of the customers in should become a core strategy of any company producing and selling products in order to create customer satisfaction and sustain the business. This thesis deals with the field of quality management in the context of customer satisfaction. To show the practical applicability of quality management, this thesis is looking at how quality management is conducted in the automotive industry, as we compare the Initial Quality Study (IQS) from the market research institute J. D. Power with a survey that was internally conducted at the Saab Automobile AB. Today s business environment creates a growing need for quality management. Tougher competition leads to the demand for cost savings and higher [...]
Author : Dr.Rakesh Naru
Publisher : Notion Press
ISBN 13 :
Total Pages : 149 pages
Book Rating : 4.8/5 (936 download)
Download or read book Pearlescent Promises: Trust, Commitment, and Luxury Revelations written by Dr.Rakesh Naru and published by Notion Press. This book was released on 2024-04-26 with total page 149 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Author : Roger Cartwright
Publisher : John Wiley & Sons
ISBN 13 : 1841125059
Total Pages : 118 pages
Book Rating : 4.8/5 (411 download)
Download or read book Customer Relationships written by Roger Cartwright and published by John Wiley & Sons. This book was released on 2003-10-31 with total page 118 pages. Available in PDF, EPUB and Kindle. Book excerpt: The sales function is the front-line of any business. Keeping up with the latest sales techniques is essential, as well as ensuring you have a motivated, incentivised and focused sales team well-versed in the basics of selling, from identifying new prospects and getting repeat business to closing the deal. This module gives essential insight into all the key sales drivers such as account management, handling complex sales, selling services, FMCG selling, customer relationships and self-development for sales people.
Author : Mary Catherine Drotar
Publisher :
ISBN 13 :
Total Pages : 150 pages
Book Rating : 4.:/5 (227 download)
Download or read book A Behavioral Approach to Customer Satisfaction in the Automobile Industry written by Mary Catherine Drotar and published by . This book was released on 1989 with total page 150 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Azad Abul Kalam
Publisher : LAP Lambert Academic Publishing
ISBN 13 : 9783845439563
Total Pages : 80 pages
Book Rating : 4.4/5 (395 download)
Download or read book Customer Satisfaction written by Azad Abul Kalam and published by LAP Lambert Academic Publishing. This book was released on 2012 with total page 80 pages. Available in PDF, EPUB and Kindle. Book excerpt: Determining Customer Satisfaction has been a paradox since long. This book is an effort to explore the determinants of customer satisfaction for automobile industry using sample from Bangladesh. Results have shown a significant positive relationship of Product Dimensions and Service Dimensions with overall customer satisfaction for TATA ACE, one of the most selling vehicles of the country. A strong recommendation in favor of After Sales Service has also given in this book.
Author : Dr Rajagopal
Publisher :
ISBN 13 :
Total Pages : 0 pages
Book Rating : 4.:/5 (137 download)
Download or read book Effects of Customer Services Efficiency and Market Effectiveness on Dealer Performance written by Dr Rajagopal and published by . This book was released on 2010 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Market orientation is positively associated with performance of dealers in terms of customer service quality, growth in sales and increase in market share. This paper aims at analyzing the impact of market orientation strategies and performance of customer services on customer acquisition, retention and sales of automobiles, which reveals overall performance of the automobile dealers in Mexico. Discussion in the paper also comprehends understanding on customer-dealer relationship in the automobile market segment referring to the key factors which establish services quality encompassing tangibility, responsiveness, trust, accuracy and empathy. The results of the study reveal that the customers perceive better quality of the relationship in a given frame of functions that are performed effectively by the dealer lowering the extent of conflicts thereof. High conformance quality services of dealers and value added customer relationship to offer high customer satisfaction develop life time customer value and strengthen the customer-dealer relationship.
Author : Tobias Staudt
Publisher : GRIN Verlag
ISBN 13 : 3656844534
Total Pages : 27 pages
Book Rating : 4.6/5 (568 download)
Download or read book The utilization of customer journey mapping in the automotive industry written by Tobias Staudt and published by GRIN Verlag. This book was released on 2014-11-24 with total page 27 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Author : Chris Denove
Publisher : Penguin
ISBN 13 : 1101216328
Total Pages : 292 pages
Book Rating : 4.1/5 (12 download)
Download or read book Satisfaction written by Chris Denove and published by Penguin. This book was released on 2007-06-26 with total page 292 pages. Available in PDF, EPUB and Kindle. Book excerpt: For nearly four decades, J. D. Power and Associates has been measuring consumer satisfaction and helping businesses improve profits by paying attention to what customers really want. Their annual awards are widely publicized and valued worldwide for what they say about a company’s commitment to its customers. Now, at last, the company has created the definitive book on how to boost profits by increasing customer satisfaction. Although most businesses pay lip service to putting customers first, few actually listen to the voice of the customer and use it as a tangible asset. In this book, J. D. Power and Associates provides an insider’s perspective on some of the most successful companies on the planet. Corporate giants such as Toyota and Staples and local legends like Mike Diamond Plumbing all use customer satisfaction as their key to market dominance. Satisfaction opens the vault on years of J. D. Power data, quantifying the elusive links between satisfaction and customer loyalty, market share, and profits. The book provides extensive coverage of the varying touchpoints of consumer satisfaction—covering every type of business from service providers to product manufacturers—and shows companies in detail how to make a commitment to consumers at the highest levels and translate this commitment into strategies and practices. For any business that wants to reap the rewards that come when they truly put the customer first, this is the ultimate guide.
Author : Nigel Hill
Publisher : Routledge
ISBN 13 : 1351930044
Total Pages : 160 pages
Book Rating : 4.3/5 (519 download)
Download or read book How to Measure Customer Satisfaction written by Nigel Hill and published by Routledge. This book was released on 2017-07-05 with total page 160 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition of How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction. If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!
Author : Franziska Krüger
Publisher : Springer
ISBN 13 : 3658125578
Total Pages : 221 pages
Book Rating : 4.6/5 (581 download)
Download or read book The Influence of Culture and Personality on Customer Satisfaction written by Franziska Krüger and published by Springer. This book was released on 2016-02-23 with total page 221 pages. Available in PDF, EPUB and Kindle. Book excerpt: Franziska Krüger presents two quantitative cross-cultural studies that examine the generalizability of the Zone of Tolerance and the Confirmation/Disconfirmation-Paradigm across countries. She investigates the potential influence of Hofstede's cultural dimensions and the Big Five personality traits on the models' variables. As a result, the studies confirm that both models can be used to explain customer satisfaction and its determinants across national borders and cultures.
Author : Srinivas V
Publisher : Self Publisher
ISBN 13 : 9786813378741
Total Pages : 0 pages
Book Rating : 4.3/5 (787 download)
Download or read book Customer Retention Approaches of Sales Promotion in Automobile Industry written by Srinivas V and published by Self Publisher. This book was released on 2023-02-18 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Multiplicity is the spirit of present day competitive industries automobiles, beverages, computers, dishwashers, electronics-consumer and industrial, fashion textiles and garments; household furniture's and furnishings, industrial goods, etc are no exception. Increased number of manufacturers both domestic and multinational, in respective industry is luring the customers with their distinctive products that are capable of delivering high quality aimed at generating high customer satisfaction levels.
Author : Sanmugam Annamalah
Publisher :
ISBN 13 :
Total Pages : 25 pages
Book Rating : 4.:/5 (13 download)
Download or read book An Analysis of Customer Satisfaction Towards Technical Services in Malaysian Automotive Industries written by Sanmugam Annamalah and published by . This book was released on 2016 with total page 25 pages. Available in PDF, EPUB and Kindle. Book excerpt: The relationship between sellers and buyers continues even after the completion of the purchase transactions. One of the best examples is the automotive industries where customers expect values that come with the product that satisfies the buyer. After-sales services have been proven to be important and therefore strategic framework is essential in the automotive industries. Technical services appear to be the part of after-sales in automotive industries that might be the reason why some businesses are successful overall. Technical services if not handled properly, they may face the risk of losing the customers. This study indicates that organizations in the automotive industries have room for improvements to its after-sales activities with respect to their relationship with customers, which can be accomplished in strategic and systematic manner. The study also undertakes the understanding of the impacts of the customer satisfaction and customer loyalty towards technical services in the automotive industries. The outcome of this study is focused on the technical services, customer satisfaction and customer loyalty. It investigates the impact of the technical service factors on automotive customers. The study highlighted the factors that automotive industries need to consider in order to enhance their internal and external capabilities and competitive position. Hence, this might improve the effectiveness of automotive players in the marketplace. This study adopts a quantitative methods using questionnaire survey at various automotive service users in Klang Valley. The results indicated that most of the factors analysed are supported for customer satisfaction and customer loyalty. Ultimately, this study has provided an enhanced understanding on how do organisations increase customer satisfaction and customer loyalty and the key finding is essential for the organisation to implement policies in order to achieve a greater competitive outcome leading to organisational success.
Author : Ivyl L. Gilbert
Publisher :
ISBN 13 :
Total Pages : 83 pages
Book Rating : 4.:/5 (141 download)
Download or read book Service Begets Sales written by Ivyl L. Gilbert and published by . This book was released on 1986 with total page 83 pages. Available in PDF, EPUB and Kindle. Book excerpt:
