Driving Relationships

DeFelice, Alexandra
March 2006
CRM Magazine;Mar2006, Vol. 10 Issue 3, p13
Trade Publication
Focuses on customer relationship management (CRM) programs at automakers and automobile dealers. Action taken by the leasing agents of Honda to empower employees and enhance consumer experiences; Challenge facing CRM implementation in synchronizing the experience between dealerships and the original equipment manufacturer; Impact of reducing detection-to-correction on customer relations. INSET: CAR CUSTOMER INFO GETS LOCAL.


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