CRM Suggestions for Automakers, Part One

CRM Suggestions for Automakers, Part One
For most of us, the second largest purchase after our homes is our automobiles. As a person who provides CRM (Customer Relationship Management) and Business Intelligence consulting, products, and services I often wonder why the automakers haven’t latched on to this powerful tool. I know for sure the automakers have all their customers in a nice tidy database and they use that database to send us brochures, offers, letters, and other communications. What I have in mind is a bit more elaborate and will be a series of blog entries as I am sure there will be comments and discussions that will evoke more ideas on this subject.

In short I want to discuss the following:

• Automakers need all the help they can get, they need to reach out and make their customers feel appreciated.
• They need to be more responsive to customer needs, they need to listen more to their customers.
• Need to make customers feel more connected to the automaker so they don’t get frightened when something goes wrong with the car
• Need to have a system that can be accessed anywhere in the world
• Need to have access to repair manuals, on-line, included in purchase price
• Maintenance records in your secure online account
• Automakers can have better Business Intelligence and use that intelligence to make sure they are making the sales they should be making.
• ……and the first one to seriously do this will increase sales, guaranteed