Tsirigotis Dionisis BACHELOR DEGREE SUPPLY CHAIN MANAGEMENT (LOGISTICS) TEI CENTRAL MACEDONIA

 Established: 1886  German company  It operates in its present form since 1926  One of the most successful companies worldwide in the luxury car industry

 In the late 90s and early 00s they were faced with a new challenge:  Customers the while they were happy with the product remained happy with the services offered  Even databases were not updated correctly

 The company divides its car dealerships in 35 regions «Marketing area».  Organize a management team and project management that puts the basic procedures and how they could apply the crm.  Initially there was a crm database in each region with different parameters.  Salespeople have had the crm to keep them in a constant communication with customers during and after selling.  The logic of service-customer information through salespeople had stopped. now every client managed through the system of crm.

 Because of the importance of crm the company decided to create a central customer database for all regions. ◦ There was staff trained to find and record their major customers.  This created a problem because in some regions had little experience in technology and also in some areas of their databases were developed with different philosophies.  So the company decided to educate the staff to be able to use it more easily and efficiently.

 The application would be successful ◦ Customer satisfaction ◦ Sales increase ◦ Better knowledge of the patronage of the public ◦ Create long-term and update customers ◦ Providing high quality services to clients matching the supplied product

THANK YOU