The document discusses CRM practices in the automobile sector of Volkswagen. It first provides background on the large and growing global automobile industry. It then defines CRM as building relationships to create loyal customers through retention. The document outlines Volkswagen's history and growth plans. It discusses Volkswagen's CRM practices like newspaper ads, India assistance programs, and an online community. The CRM practices have resulted in increased sales, returns on investment, and customer retention for Volkswagen.

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