Summary

"Communities and CRM in automotive Sales"

Social networks change the relationship of customers to retailers and manufacturers. Because consumers group to communities and consult each other when looking for a new car manufacturers lose their communication territory. This changing consumer behavior also bears great opportunities because social media are more than just another communication channel. Social media rather invite people to participate, and this without being paid. Instead visibility and status, administrator rights or exclusive information are the "rewards". In this way, one can successfully use the swarm intelligence to develop new products and services.

Source: Dmoch, T. (2012b), “Communities and CRM in automotive Sales“, in: CRM Report. Das Special für Customer Relationship Management von Salesbusiness, 2012, p. 10-11.