NDLI: Business development in an emerging market for an automotive company

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Business development in an emerging market for an automotive company

Content Provider	Semantic Scholar
Author	Räihä, Jessica
Copyright Year	2015
Abstract	Over the years the automotive industry has gone through an evolution. The most significant is the attribution shift of profit from developed markets to the emerging markets. Which generates an interest to investigate how automotive companies are working within the emerging markets. In addition, researchers agree that it is equally important to maintain and develop customer relationship than merely capturing new prospects. This makes it interesting to investigate how companies are handling their existing customer relationships. This report is a deductive case study of a CRM system in an automotive company in the emerging market of Mexico. The objective is to increase the sales through their existing CRM system by using it more efficiently. The three biggest issues identified with the current CRM system are: platform complexity, gap in knowledge transfer between the different units and obsolete or stale information in the system. These problems were approached by different tactics. The first step was to clarify how and why questions about the system, and this was done through guidelines and training programs. Then to target the second and third problem, an investigation of the Sales and Service opportunities was conducted. The Sales and Service opportunities had correlation to sales numbers and the information about these opportunities was updated in the CRM system. It was concluded that in order to enhance sales the Dealers must give priority to existing customer leads by following up with them to closure before starting with new ones.
File Format	PDF HTM / HTML
Alternate Webpage(s)	http://publications.lib.chalmers.se/records/fulltext/222394/222394.pdf
Language	English
Access Restriction	Open
Content Type	Text
Resource Type	Article

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