Enterprise Rent-A-Car is the largest car rental company in North America, with over 850,000 vehicles. It focuses on superior customer service, using customer satisfaction surveys and tying employee compensation to satisfaction scores. This customer-centric approach has helped it grow revenues to $9 billion while becoming the most satisfied rental car company. Though competitors like Hertz and Avis are larger globally, Enterprise stands out through neighborhood locations, home pick-up services, and focus on repeat local customers rather than air travel. It continues expanding internationally and into new markets while adapting new technologies to maintain excellent customer service.

1. Enterprise rent-a-car By, Nipun Mehra, Melissa Zephir, Delphine Ilous, Devanshi Patel, Larry Sultan “ We’ll pick you up.”

3. About the Company …

6. Figures

8. Business Strategy

13. Company’s Message "Take care of your customers and employees first, and growth and profits will follow.“ Jack Taylor

14. So, in these days of "Customer No-Service," it is refreshing to experience the following: • To be offered cold drinks on a hot summer day. • To be recognized and addressed properly by your last name ... pronounced correctly, by the way. • To be telephoned the day after you rent a car just to make sure everything was okay. • And to be treated in an extremely professional and personable manner during the entire experience.” The words of the CEO … (showing that CRM is truly at the heart of the company) "All of your systems have to be customer focused and probably more important, your people need to be customer focused," he explains.

15. “ The goal of the company is to exceed customer expectations. We build loyal, long-term relationships with our customers and neighbors by treating them fairly, meeting their needs and earning their trust. “

17. CRM techniques/instruments…

21. ROI CRM and Success of the Company

24. Competition How does Enterprise STAND OUT ?

30. References http://money.cnn.com http://aboutus.enterprise.com www.thetimes100.co.uk/ case - study http://favorcenter.net http://www.netpromoter.com