The motor industry is stepping up efforts to improve customer relations - which were revealed in the recent National Association of Automobile Manufacturers of SA (Naamsa) survey as a particular problem in SA.
Three leading companies have formed a strategic alliance to build and deliver a new electronic CRM (customer relationship management) solution called AutoMarket In.Sight to motor dealers and manufacturers.
The three are Acxiom Corporation, the Cobalt Group and LogicLinc. They hope that the suite of products and services will help dealers and manufacturers use technology to develop and leverage stronger lifetime relationships with their customers. It will provide Internet-based data management and acquisition services aimed at improving customer retention and increasing revenues from vehicle sales and service.
The alliance is part of a major trend of using IT to allow businesses to form much more complete portraits of customer relationships.
As the leading provider of electronic business products and services to the automotive industry, Cobalt will develop the application interface and host and maintain the dealer applications, which will be accessed initially through MotorPlace.com, Cobalt`s online business management portal for American dealers.
AutoMarket In.Sight will use the Internet to provide dealers with real-time access to integrated customer and vehicle ownership data, allowing dealers to strategically manage all interactions with their customers, whether in person, via phone or on the Internet. Using this knowledge about the customer helps the dealer to deliver personalised service and the right message to the right customer at the right time via the customer`s preferred contact channel.
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