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Anhand zahlreicher Fallbeispiele analysieren renommierte Experten aus Wissenschaft und Praxis den Zusammenhang zwischen Produktqualität, Kundenzufriedenheit und Unternehmenserfolg und geben praxisorientierte Tips zur Verbesserung.
Book Synopsis Customer Retention in the Automotive Industry by : Michael D. Johnson
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.
Book Synopsis The Key Indicators of Retail Customer Retention in the Automotive Industry by : Leon Norman Alistair Reeves
Download or read book The Key Indicators of Retail Customer Retention in the Automotive Industry written by Leon Norman Alistair Reeves and published by . This book was released on 2004 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Customer Loyalty in the Automotive Industry and Related Uses in the Design of Service Retention Programs by : Ernest Conrad Kelsey
Download or read book Customer Loyalty in the Automotive Industry and Related Uses in the Design of Service Retention Programs written by Ernest Conrad Kelsey and published by . This book was released on 2001 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Customer Loyalty in the Automotive Industry by : Moataz Abdalla
Download or read book Customer Loyalty in the Automotive Industry written by Moataz Abdalla and published by . This book was released on 2011 with total page 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.
Book Synopsis Customer Retention Approaches of Sales Promotion in Automobile Industry by : Srinivas V
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.
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.
Book Synopsis Pearlescent Promises: Trust, Commitment, and Luxury Revelations by : Dr.Rakesh Naru
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.
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 be discussed and graphically represented, bringing the paper full circle and representing real-world, current and relevant experiences, attitudes and comments. Based upon the results, interpretation will evolve into fact-based conclusions, and recommendations, all within the scope of the limitations that the author also will identify and reveal in order to give the readers of the research an accurate representation of possible limits in the research. In brief, the author aims to blend relevant literature, real-life industry experiences and a survey of current industry attitudes and opinions to provide a full-bodied, comprehensive work of effective research.
Book Synopsis The importance of customer relationship management in the automotive supply industry by : Michael Schäfer
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 2006-05-11 with total page 69 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 be discussed and graphically represented, bringing the paper full circle and representing real-world, current and relevant experiences, attitudes and comments. Based upon the results, interpretation will evolve into fact-based conclusions, and recommendations, all within the scope of the limitations that the author also will identify and reveal in order to give the readers of the research an accurate representation of possible limits in the research. In brief, the author aims to blend relevant literature, real-life industry experiences and a survey of current industry attitudes and opinions to provide a full-bodied, comprehensive work of effective research.
Relationship Marketing provides a comprehensive overview of the fundamentals and important recent developments in this fast-growing field. "This book makes a landmark contribution in assembling some of the best contemporary thinking about relationship marketing illustrated with concrete descriptions of companies in the automobile industry, consumer electronics, public utilities and so on, which are implementing relationship marketing. I highly recommend this to all companies who want to see what their future success will require." PROF. PHILIP KOTLER, NORTHWESTERN UNIVERSITY, ILLINOIS
Book Synopsis Relationship Marketing by : Thorsten Hennig-Thurau
Download or read book Relationship Marketing written by Thorsten Hennig-Thurau and published by Springer Science & Business Media. This book was released on 2013-06-29 with total page 454 pages. Available in PDF, EPUB and Kindle. Book excerpt: Relationship Marketing provides a comprehensive overview of the fundamentals and important recent developments in this fast-growing field. "This book makes a landmark contribution in assembling some of the best contemporary thinking about relationship marketing illustrated with concrete descriptions of companies in the automobile industry, consumer electronics, public utilities and so on, which are implementing relationship marketing. I highly recommend this to all companies who want to see what their future success will require." PROF. PHILIP KOTLER, NORTHWESTERN UNIVERSITY, ILLINOIS
By analyzing a large car registration dataset, Beat Meier shows various aspects of consumer behavior in the context of durable goods. He thereby isolates various influences on purchase decisions, e.g. the brand owned before, the price, and demographic variables. Furthermore, he investigates the short-term effects of tax incentives and reputation shocks on brand choice and brand loyalty. The dataset used is very unique and allows a longitudinal examination of the cars owned by a person. This permits to gain insights on consumer behavior of durable goods that are relatively expensive and bought infrequently.
Book Synopsis Brand Choice and Loyalty by : Beat Meier
Download or read book Brand Choice and Loyalty written by Beat Meier and published by Springer Nature. This book was released on 2019-09-26 with total page 109 pages. Available in PDF, EPUB and Kindle. Book excerpt: By analyzing a large car registration dataset, Beat Meier shows various aspects of consumer behavior in the context of durable goods. He thereby isolates various influences on purchase decisions, e.g. the brand owned before, the price, and demographic variables. Furthermore, he investigates the short-term effects of tax incentives and reputation shocks on brand choice and brand loyalty. The dataset used is very unique and allows a longitudinal examination of the cars owned by a person. This permits to gain insights on consumer behavior of durable goods that are relatively expensive and bought infrequently.
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
Book Synopsis The utilization of customer journey mapping in the automotive industry by : Tobias Staudt
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
