Customer Retention Management

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Rosaline Rodgers
10 years ago
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1 Customer Retention Management Course outline 2011

2 Outcomes In 2011, best practice dealers are getting serious about CRM, this includes: Developing their CRM model Structuring their CRM activities Employing a dedicated CRM Manager role Making CRM a continuous process not an ad-hoc event Implementing a CRM culture into their dealership. The course is designed to help attendees: Maximise the return on their CRM investments Develop their CRM model Define the CRM key performance indicators Define the reports that measure and monitor CRM activities Define the processes that drive CRM impacts on dealerships bottom-line. Course Delivery This CRM course is a hands-on and practical workshop. The focus is on interactive activities and is related specifically to an automotive dealership. It is run over the course of one day. Each attendee will receive: Workshop binder with CRM workshop materials Copies of presentations.

The course is designed to help attendees: Maximise the return on their CRM investments Develop their CRM model Define the CRM key performance indicators Define the reports that measure and monitor

3 Program Overview 1. Financial dynamics 5% vs. 2.5% - How to improve profitability The 10 drivers of profit per employee Repeat referrals vs. New markets The difference between the average and best practise and why. 2. Activities that drive profit per employee Key Performance Indicators Reports that monitor profit per employee CRM best practices and processes. 3. Activities that drive repeat customers Key Performance Indicators - Appointment ratios and test drive ratios Reports that monitor repeat customers Checklists and processes Management meetings.

Activities that drive profit per employee Key Performance Indicators Reports that monitor profit per employee CRM best practices and

4 4. Activities that drive service retention Key Performance Indicators Reports that monitor service retention Checklists and processes Management meetings. 5. Commission structures that drive Customer Retention Management 6. Online Customer Retention Management strategies 7. Guest Presenter: Deloitte Retail Buying environment Lessons from other industries.

Commission structures that drive Customer Retention Management 6.

5 Dale McCauley Client Director Grosvenor Place 225 George Street Sydney NSW 2000 Tel: +61 (0) Fax: +61 (0) Philip Muehleck Client Manager Grosvenor Place 225 George Street Sydney NSW 2000 Tel: +61 (0) Fax: +61 (0) Deloitte Touche Tohmatsu is committed to ensuring the privacy of your personal information and the ten privacy principles contained in the Privacy Act Deloitte is dedicated to providing reasonable access to individuals who wish to review the personal inf ormation retained by Deloitte and to correct any inaccuracies that personal information may contain. Individuals who would like to request a copy of their personal information or a copy of the Deloitte Privacy Policy should contact the Deloitte Privacy Officer. In all cases Deloitte will treat requests to access or change information in accordance with applicable legal requirements. Deloitte refers to the Australian partnership of Deloitte Touche Tohmatsu and its subsidiaries. Deloitte, one of Australia s leading professional services firms, provides audit, tax, consulting, and financial advisory services through around 4000 people across the country. Focused on the creation of value and growth, and known as an employer of choice for innovative human resources programs, we are dedicated to helping our clients and our people excel. For more information, please visit Deloitte s web site at Deloitte is a member of Deloitte Touche Tohmatsu (a Swiss Verein). As a Swiss Verein (association), neither Deloitte Touche Tohmatsu nor any of its member firms has any liability for each other s acts or omissions. Each of the member firms is a separate and independent legal entity operating under the names Deloitte, Deloitte & Touche, Deloitte Touche Tohmatsu, or other, related names. Services are provided by the member firms or their subsidiaries and affiliates and not by the Deloitte Touche Tohmatsu Verein. Liability limited by a scheme approved under Professional Standards Legislation.

com Deloitte Touche Tohmatsu is committed to ensuring the privacy of your personal information and the ten privacy principles contained in the Privacy Act 1988.

9. INVESTIGATING ACCOUNTANT S REPORT

9. INVESTIGATING ACCOUNTANT S REPORT Deloitte Corporate Finance Pty Limited ACN 003 833 127 AFSL 241457 Eclipse Tower Level 19 60 Station Street Parramatta NSW 2150 PO Box 38 Parramatta NSW 2124 Australia