1. CRM practices Automobile
sector of Volkswagen
Presented By:-
Muskan Asnani
Snehlata Yadav
PGDM 11-13
IILM-AHL,Jaipur

2. Automobile Sector
 One of the largest industry in the world
 Annual production of more than 4.7 million
unit
 Its 6th largest manufacturing industry in the
world
 Sales are projected to increase to 5 million by
2015
 The fourth largest commercial vehicle market
in the world.

3. CRM (customer relationship
management)
 Making relationship to create a loyal customer.
 Retention of the customer
 It’s a strategy that a company keep its customers
happy and satisfied.

4. Automobile Volkswagen
 Volkswagen was founded on 28 May 1937
 German multinational
automotive manufacturing group
 Largest motor vehicle manufacturer by 2011
unit sales
 Its annual growth would be 15% in coming 5
years

5. CRM Practices
 Taking newspaper
 Attracting new professionals
 India assistance programs
 Planet Volkswagen

6. CRM Results
 Response rate delivers 25%-50%
 Increase sales
 ROI justification
 Customer retention

7. CRM Benefits
 Increase Customer Retention
 Discover more cross selling opportunities
 Enhanced customer satisfaction
 Reduced Operational Costs
 Automate customer-oriented business processes