Tofaş Akademi

Local Marketing & CRM Development Program

 

Local Service Marketing and CRM Program is a blended long-term program designed to develop dealer service managers and customer care specialists, most critical positions of TOFAS Dealers, aiming to support to provide customer satisfaction and customer loyalty in after-sales . In this context, it is aimed to offer personalized opportunities by making use of the customer database and local marketing tools.

In this Program, audience is the Service Managers and customer care specialists who are working in 126 workshops in Turkey. The audience of the training program is dealer employees who consist of almost 300 service people working in our brands such as FIAT-FIAT Professional-Alfa Romeo-JEEP

Learning Objective

The learning objective of the program is defined as executing end-to-end aftersales process, manage, report and coordinate all customer relationship processes especially campaign design for local customers by dealers with a dealer management software.

Program Structure

Local Marketing and CRM program has been created 2 parts due to manage effectively for customer relationship management. A wide portfolio of learning methods is incorporated into the design of Local Marketing and CRM Program and customized for diverse segments as described below:

Step 1: Local Marketing and CRM Day (292 people) 

  • Classroom Training (2-days)
  • Keynote Speech for customer loyalty
  • Gamification for service products
  • 4P Marketing Mix Hackathon for Service Managers (1 Day)
  • User Manual (digital)

Step 2: Regional Trainings (248 people) 

  • Classroom Training (2-day in 10 regions)
  • Video Learning (3 for behavioral, 4 for Dealer Management System)
  • User Manual (digital)
  • Support by Regional Aftersales Manager (as needed)