However, if the company / dealers begin using the CRM solution, to follow up and address customer service issues, it could help to identify possible factors affecting vehicles after the initial purchase. This would help to improve customer relations by bringing those products which are having problems, into the dealerships, so that they can be repaired quickly. If the situation cannot be fixed, then the dealer should replace the vehicle at no cost to the customer. Utilizing this kind of strategy, would allow both Mercedes and its dealerships to be able to improve effective customer communication. Where, it will eliminate the lack of: communication and follow up that often occurs, once the customer has purchased a vehicle.

Another way that this technology could be utilized is: to identify possible design issues. Where, the various CRM tools would help to improve communication and identify specific factors that could be related to...
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