Customer Retention in the Automotive Industry PDF Download

Author: Michael D. Johnson
Publisher: Springer Science & Business Media
ISBN: 3322845095
Category : Business & Economics
Languages : en
Pages : 369

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Book Description
Anhand zahlreicher Fallbeispiele analysieren renommierte Experten aus Wissenschaft und Praxis den Zusammenhang zwischen Produktqualität, Kundenzufriedenheit und Unternehmenserfolg und geben praxisorientierte Tips zur Verbesserung.

Author: Derek R. Allen
Publisher: Quality Press
ISBN: 0873893352
Category : Business & Economics
Languages : en
Pages : 265

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Book Description
Successful organizations have shifted from being product-based organizations to customer-based organizations, and customer satisfaction management (CSM) is an integral aspect of this new way of thinking. Successfully measuring customer satisfaction can be complicated and very detailed, requiring a great deal of in depth research and analysis. Customer Satisfaction Research Management is intended for advanced service quality managers and marketing researchers involved in the management of customer satisfaction programs. This is the third book in a series by author Derek Allen, focusing on customer satisfaction measurement, analysis, and implementation. Allen begins with the assumption that the reader has at least a minimal familiarity with the psychometric aspects of customer satisfaction measurement, statistical analysis, and linkage research that attempts to establish a causal relationship between customer attitudes and business outcomes. He then builds on this base to first discuss the theoretical relationship between customer satisfaction and financial performance, and then to dive deep into specific applications of customer satisfaction programs. Some of the areas covered include dealing with the challenges of conducting global customer satisfaction measurement programs, linking performance metrics to management compensation systems and financial outcomes, and results deployment. "This book will prove an invaluable resource for research managers charged with developing and implementing customer satisfaction research programs for their organization." Albrecht (Al) Grabenstein First Vice President, Corporate Marketing Comerica "This book describes with outstanding examples how insights gained from deep analysis of customer satisfaction research results can be used to create successful customer relationship marketing strategies and to design effective business processes which improve both customer satisfaction and business results." Lyle Kan Senior Vice President, Performance Management Countrywide Home Loans "Derek Allen offers managers of customer retention programs the tools necessary for the implementation and management of a successful program Managers whose companies have customer relationship management systems in place will also find the discussions on CRM, marketing research, and customer satisfaction very useful." Manuel Gutierrez Director of Market Research Kohler Co.

Author: Derek R. Allen
Publisher: Quality Press
ISBN: 0873899474
Category : Business & Economics
Languages : en
Pages : 257

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Book Description
Most organizations recognize the impact that both customer and employee satisfaction have on overall financial performance. Actually acting on that information is the hard part. That is the focus of Linking Customer and Employee Satisfaction to the Bottom Line, which focuses on the relationship between customer satisfaction and tangible business outcomes like market share, revenue, and profitability. Intended for advanced service quality managers and marketing researchers with more than a modest exposure to statistical data analysis, this book provides a comprehensive overview of how these data may be related to critical business outcomes. Perhaps more importantly, researchers with mature customer satisfaction systems may use the techniques described in this book to maximize the value of their existing programs. While no technique or methodology can guarantee a strong link between customer satisfaction and key business outcomes, this book can ensure that appropriate scales, variables, and assumptions are used.

Author: Helmut Becker
Publisher: Springer Science & Business Media
ISBN: 9783540258698
Category : Business & Economics
Languages : en
Pages : 286

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Book Description
This book was born from curiosity. To begin with, it was the curiosity of an economist who studied in the 60’s in an environment which has subsequently developed from national into global economics. Who has to recognize that politicians, scholars and large segments of society oblivious to supranational authorities and e- nomic globalization forces continue to labour under the notion that they are still fully autonomous and sovereign when shaping national economic policy. And pretend as though their own national state were still the "m- ter in its own house" that despite unbridled market economics could c- tinue to dictate to the economy and companies how to live and in which "rooms". All that has become fiction. The laws of globalization diminish the - noeuvring space for shaping national economic policy. Even if many folks today don’t want to hear it: The issue is no longer achieving what is soc- politically desirable for the own society but rather the optimal adaptation of society and social benefits to the politically practicable.

Author: Margit Huber
Publisher: Springer Science & Business Media
ISBN: 9783540774303
Category : Business & Economics
Languages : en
Pages : 203

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Book Description
The fourth in Springer’s series on Stakeholder Management books, this volume looks back at the beginnings of Stakeholder Management and how it has developed into a fully-fledged system over the last 20 years. It also highlights the importance of a benchmarking database generated from several thousand case studies for comparing businesses. What’s more, international case studies look at the application of Stakeholder Management in a wide array of industries such as the automotive, public and hospitality sector as well as the consumer market. The reader benefits from a well-rounded account of articles that explain the entire process from data collection to the implementation of actions derived from result analysis.

Author: Jim Roche
Publisher: Bookbaby
ISBN: 9781543997446
Category : Business & Economics
Languages : en
Pages : 184

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Book Description
Fast Break addresses the increasing challenges that today's automotive dealers face. Over a period of decades, dealers developed a transaction/centric mindset. Given that you only have the opportunity to sell a new vehicle every 4-7 years this may be understandable. Unfortunately this mindset has crept into the service department, which needs to have the opposite orientation. By embracing a customer-centric approach to your service business, you can counteract the increasing threats from slowing vehicle sales, margin compression and existing and new competition. Using facts, figures and insights gleaned from interviews with progressive service leaders and recent market research, Fast Break presents real world examples to provide a new approach to addressing the challenges of today and tomorrow. From the author: Sorry about the purchase price, it's due to this being a color book and the low print quantity. The book was produced for the benefit of the industry, neither Jim Roche or Cox Automotive are paid any money from the sales of Fast Break.

Author: Thorsten Hennig-Thurau
Publisher: Springer Science & Business Media
ISBN: 3662097451
Category : Business & Economics
Languages : en
Pages : 454

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Book Description
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

Author: Bryan Foss
Publisher: Kogan Page Publishers
ISBN: 9780749435790
Category : Business & Economics
Languages : en
Pages : 554

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Book Description
A handbook on customer relationship marketing. Successful Customer Relationship Marketing explores what companies all over the world are doing and shows what tools and techniques are actually bringing results. It is divided into four parts: Customer Knowledge; Strategy and Technology; Implementation; and Sector Studies.

Author: Dr. Sebastian Wedeniwski
Publisher: Springer
ISBN: 3662477882
Category : Computers
Languages : en
Pages : 288

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Book Description
The Internet of Things, cloud computing, connected vehicles, Big Data, analytics — what does this have to do with the automotive industry? This book provides information about the future of mobility trends resulting from digitisation, connectedness, personalisation and data insights. The automotive industry is on the verge of undergoing a fundamental transformation. Large, traditional companies in particular will have to adapt, develop new business models and implement flexibility with the aid of appropriate enterprise architectures. Transforming critical business competencies is the key concept. The vehicle of the digital future is already here — who will shape it?

Author: Marit Breitfeld
Publisher: diplom.de
ISBN: 383248602X
Category : Business & Economics
Languages : en
Pages : 101

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Book Description
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 [...]