Toyota drives customer loyalty

Interesting video from the Microsoft Dynamics CRM team on the Toyota cars distributor in Turkey.

There were two major takeaways for me from this video;

  • Firstly that in a market that is becoming increasingly commoditised such as the automobile industry the brand must increasingly be associated with high levels of customer service (either that or discount away your sales margin)
  • Secondly developing the CRM system to free up the time for the sales staff.  CRM can automate away tasks, reducing workload and alowing sales staff to focus on the customer outcome rather then fumble through the process

 

Quick two minute video below.