An Exploratory Analysis of Car Sales in Business

Abstract

Johar MGM, Mohd Shukri Ab Yajid.

Work in this thesis may be considered exploratory as well as descriptive, but mostly explorative. There were three case studies, where the secondary and primary data were used. The research for this thesis is based on empirical observations as well as the theoretical Frame Work. The conditions for doing business are changing rapidly. Consumption habits are different, emerging technologies are available to deliver and collect information, and both domestically and internationally, pressure on the market is growing. To thrive and expand businesses must find new ways of thinking which has led to the emergence of new approaches in marketing research. Next, Relationship Marketing emerged and Customer Relationship Management, CRM, is now at the forefront of focus. CRM emphasizes the value of using information technology to develop, sustain and improve customer ties. There is still a need to have a deeper understanding of CRM and how organizations should use IT, a CRM framework. The aim of this study is, therefore, to explain CRM and the realization of CRM in organizations using a CRM program. The research reveals that the goal of CRM is to increase corporate income by optimizing the value of the consumer experience. And do so, organizations need a customer-focused marketing plan that creates a process-oriented view of the organization. Business processes need to be assisted by a CRM framework, which includes CRM functionality that allows for a clear view of both the consumer and the company. The CRM framework also promotes customer data collection and analysis, resulting in more efficient, controlled customer interactions. The study also shows that a company's view on CRM is influenced by the stage in the CRM creation cycle.