9
May
2013
Today everyone well knows the importance of Customer Relationship Management (CRM) for any company in the market: a regular follow-up with all types of customers is crucial to target, acquire, retain, and understand prospective and sold Customers.
But in the 60′s this was not the model nor the standard, and CRM was pratically unknown for carmakers and dealers (… but even today…). Read more »
Posted by Maurizio Sala in Alfa Romeo, Classic Cars, Customer Satisfaction |
4
April
2013
…from the first part!
May I ask a more generic question? What professional differences are there, for a person in your position, between working in Turin and working in Detroit?
Both Turin and Detroit have a strong, proud automotive heritage. While both have gone through tough times, both continue to maintain a vivid passion for cars. From a professional standpoint, I feel at home in both places. Read more »
Posted by Pietro Montagna in After Sales, Car, Customer Satisfaction, Europe, Fiat, Market, The Interviews |
28
March
2013
Date of the interview: March, 26 2013
Professional Profile: Pietro Gorlier was born in Turin (Italy), he joined the Fiat Group in 1989 as a market analyst in Iveco helding various positions in logistics, in the After Sales and Customer Care, before joining Fiat Group Automobiles in 2006.
After the experience in FGA and in CNH Global N.V., he joined Chrysler Group. He is President and CEO of MOPAR® since 2009 and , from its establishment on Sep. 1, 2011, he is member of the Group Executive Council (GEC). The GEC is the highest executive decision-making body within the Company outside of its Board of Directors.
In the next years we will see a close fight on everything concerning care, attention and customization of the car; this competitive scenario will generate significant margins, much more than the ‘metal’ alone.
In this perspective, it is strategic the position that Mopar® is taking on within Fiat Group Automobiles and Chrysler Group’s activities. Read more »
Posted by Pietro Montagna in After Sales, Alfa Romeo, Car, Chrysler, Customer Satisfaction, Dealer Develop., Europe, Fiat, Iveco, Jeep, Mopar, The Interviews |
21
March
2013
2012 has been succesfull for carmakers: they all made money selling cars! Read more »
Posted by Maurizio Sala in After Sales, BMW, Chrysler, Customer Satisfaction, Fiat, Ford, Hyundai, Mercedes, Renault, Toyota, Volkswagen |
17
January
2013
…the first part!
GLOBALISATION! This term should allow you to achieve a product that is in line with the tastes of the “entire world”, with the underlying principle of listening to your customers. Are Lancia and Chrysler getting to grips with this term? Do they listen to the large mass of customers who are trying to convey their expectations? If not, what’s missing and what will you do to address this issue? Read more »
Posted by Pietro Montagna in After Sales, Alfa Romeo, Car, Chrysler, Customer Satisfaction, Europe, HR, Lancia, The Interviews |
3
January
2013
Some carmakers invest millions in order to measure and increase Customer Satisfaction.
Today the manufacturers must be able to measure themselves “1-2-1″ with their Customers, with transparency: thanks to the web any single Client could become a powerful promoter or a devastating detractor.
Read more »
Posted by Maurizio Sala in After Sales, Car, Customer Satisfaction, Mercedes |
20
November
2012
donna al volante.. © zibibboo
This year in Italy – in the middle of the worst car market since the 70′s – nearly 600,000 new cars will be personally purchased by Women; and Women will also influence the decision to purchase an additional 250,000 cars, used by Italian families.
Every day on the streets of the “Bel Paese”, millions of women are driving and dealing with the maintenance of their 13,400,000 cars, generating every year – only in the aftersales – more than 6 billion Euro of revenues (7.642.000.000 US$) Read more »
Posted by Maurizio Sala in Car, Customer Satisfaction, Europe, Market, Used Cars |
4
October
2012
Emotion © Joe Shlabotnik
I belong to a relatively new generation, too much committed to principles and values typical of the previous generation and I consider myself quite prone to decode the behavior of the next generation. Read more »
Posted by Antonio Piscitelli in After Sales, Car, Customer Satisfaction, Dealer Develop., Long-term rental, Market, Used Cars |
13
September
2012
As well as fishing in Italy is miserably in bankruptcy due to a wrong management of the sea – which allowed exploitation of resources beyond the limit – so now someone would like to follow the same exploitation of the “vast automotive’s sea” by continuing to preserve entire species of fishermen thanks to artifices such as bonus, contributions and Government incentives. Read more »
Posted by Maurizio Sala in Car, Customer Satisfaction, Dealer Develop., Europe, Mahindra, Market, Tata, Tesla |
14
June
2012
Questo l'ho fatto io 2! © aldoaldoz
Electronics has started being used predominantly in the automotive field and its major development has been realized in this sector in the last couple of years.
At the beginning of the automotive history the major improvements were obtained by a hard work on the propellers by increasing the compression ratio together with the fuels but the greatest development took place when the ECU and its microprocessors were introduced. Read more »
Posted by Paolo Camerin in After Sales, Car, Customer Satisfaction |
