Customer Relationship Management

CRM is used by TMC to manage interactions with their customers. It is used to store customer
information, track customer interactions and sales, and analyze customer
data.(https://www.linkedin.com/pulse/how-make-order-management-crm-work-together-
osmoscloud/)
How it affects the organizational levels
Operational levels
Toyota implemented lean CRM in Europe to collect customer data via customer lifecycles.
When a potential consumer decides to purchase a car, the Lean CRM directs them to a website
first. It can automatically determine a customer's purchasing habits based on their internet
search engine behavior and information requirements(Business Bliss FZE, 2023).
Managerial levels
Sales forecasting - CRM sales forecasting offers financial management, long-term planning, and
strategic decision-making insights. Accurate forecasting contributes in controlling stock levels,
comprehending cash flow, and foreseeing future economic patterns( Andrew Martin, 2023).
Strategic level
Toyota uses CRM to divide their customers into different criterias according to their loyalty, This
helps the company to plan their marketing strategies to a specific target group of clients hence
helping to generate more sales(Studocu, 2020).
Toyota has created a social network named Toyota Friend which connects automobiles and
property owners. The platform, which was created in conjunction with Salesforce Chatter, aims
to facilitate conversation among automobile owners, which Toyota may utilize to gain deeper
insights on its clientele(Studocu, 2020).

Studocu. (n.d.). Detailed Toyota Customer Relationship Management Using

CRM Tools - MODULE NAME: DELIVERING CUSTOMER - Studocu. [online]
Available at: https://www.studocu.com/my/document/asia-pacific-university-
of-technology-and-innovation/delivering-customer-value/detailed-toyota-
customer-relationship-management-using-crm-tools/16921612.

Business Bliss FZE (2023d) Toyota Lean Customer Relationship management.

https://www.ukessays.com/essays/marketing/lean-customer-relationship-

management-of-toyota-marketing-essay.php.