Remake of iG10 M21C O1 - CRM Case Studies by

CRM Case Studies

mclohessy_1 — 2025-06-26 13:40:02 UTC

Provide an overview of the company and its industry, and explain why they decided to implement a CRM system.
Describe the challenges the company faced during the implementation process, and how they overcame them.
Discuss the results of the CRM implementation, including any measurable improvements in revenue, customer loyalty, or other key performance indicators.
Reflect on how CRM works in your company. What can you learn from them? Suggest ways your company could replicate their success.

1. car dealership- with a car dealership we have a lot of customers coming in every day and buying cars, so you have to be able to keep track of every one that comes in and everyone that buys a car to make tracking conversations and where you might have left off.

2025-06-26 13:57:43 UTC

2025-06-26 13:58:05 UTC

Starbucks was founded in 1971 in Seattle selling coffee beans and coffee equipment. Founded by students in University of San Francisco. In 1986 they began selling coffee as a beverage

APPLE USES CRM FOR THE FOLLOWING

25jcallaghan — 2025-06-26 13:58:49 UTC

1. Knowing its customers

2. Anticipating customer needs

3. Stores focussing on customer experience

2. some challenges with this was having alot of existing customers and a lot of new customers coming in so you are having double the work amount to have to add to the CRM system while also still trying to get used to how it works

2025-06-26 13:59:11 UTC

2025-06-26 13:59:26 UTC

Over the years they faced challenges such as declining sales in Australia in the 2000s leading to store closures, fluctuating stock prices, negative response to hike in prices. They resolved a lot of their issues by adapting products, raising wages.

APPLE DOESNT OFFER LOYALTY SCHEEMES OR TRADITIONAL MARKETING

25jcallaghan — 2025-06-26 13:59:49 UTC

2025-06-26 14:00:30 UTC

In terms of CRM they have an excellent loyalty program that promotes their brand and products with a reward system offering discounts, free products and incentive to integrate their app with customer spending

3. CRM has greatly helped with keeping track of current customer details and any new customers that may come in, it has also helped improve customer relations which has helped increase customer satisfaction and lead to us having more returning customers

2025-06-26 14:01:11 UTC

2025-06-26 14:01:42 UTC

Key Performance Indicators for Starbucks would be brand loyalty, high revenue as they are a global conglomerate, and customer satisfaction as they have built a strong customer base worldwide despite charging premium pricing for coffee

4. we use CRM to help keep track of customers who may come in and have a look at something new who might be intersted in changing and who we might be able to contact next to try and get them to change to something newer or even help real in a new customer

2025-06-26 14:02:46 UTC

2025-06-26 14:03:05 UTC

CRM works on a smaller scale in Bookworm, we have a customer loyalty system and customer satisfaction with repeat customers. We could learn more about branding from Starbucks in terms of a logo for our coffee items and products and baked goods with a separate loyalty scheme for cafe items such as a loyalty stamp card

Apple CRM System

25mproudfoot — 2025-06-26 14:03:45 UTC

Apple's CRM strategy is Apple ID.

This allows customers to create a unique profile which will sync across all the Apple devices you own.

This allows Apple to remember your past purchases, provide personalised recommendations and even share content and cloud storage with family.

Top 4 ways Apple uses CRM

25mproudfoot — 2025-06-26 14:05:42 UTC

Knowing their customers.
Anticipating their customers needs.
Focusing on their customers experience in store.
Branding that speaks to a generation.

25dlawlor — 2025-06-26 14:08:27 UTC

Toyota Pride themselves on customer satisfactory so making sure they could retain customers was a high objective for them,

Implementing a CRM system that shows the history you have with customer helps keep a bond through generations

Apple's CRM Strategy Breaks the Mould.

25mproudfoot — 2025-06-26 14:13:07 UTC

Rejected the 'hard sell' approach.
Kept the customer at the forefront for decades.
Overlook market research, loyalty schemes and traditional forms of customer retention.
Sell products on hype alone.

Apple's Trailblazing CRM Strategy

25mproudfoot — 2025-06-26 14:15:41 UTC

You need to know your customers.
speak to them in their own language.
avoid using jargon.
use phrasing that resonates with them.
look to the future to monitor consumer trends.
design products so they will still be relevant in the years to come.

Company Overview & Use of CRM

2025-06-26 14:28:09 UTC

Tesla is one of the leading names in the EV market. It is one of the longest standing and reputable brands in the EV world. Tesla uses direct to customer sales rather than a dealership model making it stand out from other manufacturers.

Using a custom CRM system instead of salesforce has opened allowed Tesla to use CRM in many unique ways;

-Use of digital touchpoints (Online orders, vehicle phone application, vehicle database)

-Enhanced engagement and loyalty from consumers.

-Directly manage customer relationships without the use of dealers.

2025-06-26 14:31:00 UTC

Challenges Tesla faced:

Migrating data from Salesforce while preserving integrity.
Building a custom CRM (Tesla OS), which was costly and complex.
Ensuring staff adapted to the new system.

How they solved it:

Used in-house teams closely aligned with business needs.
Rolled out features gradually with regular updates.
Leveraged full control over their customer journey through vertical integration.

2025-06-26 14:33:50 UTC

Tesla’s CRM improved customer satisfaction through proactive service and app integration, boosted loyalty via referrals, and increased efficiency using real-time vehicle data. While revenue figures weren’t shared, the system significantly enhanced the customer experience and retention.

CRM at Limerick Motor Centre

2025-06-26 14:36:43 UTC

Lessons from Tesla:

Connect all customer touchpoints.
Use data for proactive service.
Offer app-based bookings.
Launch a referral program.

Suggestions:

Sync your CRM with the DMS.
Personalize offers by vehicle type.
Automate marketing for promotions and service.