Mazda cooperates with overseas Group companies and distributors to share best practices and improve customer satisfaction levels in various countries and regions.
Global
(In regions under Overseas Sales Division jurisdiction: Asia, Oceania, Africa, the Middle East, the Caribbean, Central and South America, others)
- CS/CRM News: a bulletin to share CS/CRM*1 best practices in various countries, issued six times a year
- CS Best Practices: a bulletin aimed at sharing CS improvement best practices, issued six times a year
China
- At Mazda (China) training centers in three locations (Beijing, Shanghai, Shenzhen), presidents of dealerships and sales managers underwent training in basic CS promotion activities and improvement methods.
United States
- At the US dealers association, starting in 2010, "boosting customer satisfaction and strengthening owner loyalty" was made top priority, with distributors and dealers cooperating to strengthen efforts in these areas.
- *1CRM: customer relationship management
- Regions:
- Those in regions under Overseas Sales Division jurisdiction
(Asia, Oceania, Africa, the Middle East, the Caribbean, Central and South America, etc.)
- Those who have achieved significant results in increasing sales of Mazda vehicles in terms of number of units sold, and rate of growth and/or share.
- Those who have excelled in growth of service and/or parts operations, response to quality control issues, and other areas.
- Those who have achieved the highest ranking in surveys of customer satisfaction in the sales and service fields.
- Those who have performed successfully in CRM (customer relationship management) activities or shown superior performance in marketing activities.
| Participants | Frequency | Objective/Contents | |
|---|---|---|---|
| Product Launch Events / Brand Summit | Representatives from main overseas bases of operation such as the United States, Europe, China and Australia | Irregular (In general, twice a year) |
Opinions are exchanged on a wide variety of fields including products, marketing, and brand strategies. The event was held twice in FY2010 at the Hiroshima head office, with approximately 70 attendees each time. |
| Global Distributor Meeting | Executives from Southeast Asia, Central and South America, the Middle East and Africa | Once a year | Discussions covering a wide range of topics including business, marketing, product launches, etc. |
| Southeast Asia Distributor Meeting | Staff (including some executives) in charge of sales and marketing in the Southeast Asia region | Once a year | Discussions covering product launch policies, marketing strategies, best practices, etc. |
| Caribbean and Central and South America Distributor Meeting | Staff (including some executives) in charge of sales and marketing in the Central and South American regions | Once a year | Discussions covering product launch policies, marketing strategies, best practices, etc. |
| Middle East Distributor Meeting | Staff (including some executives) in charge of sales and marketing in the Middle Eastern and African regions | Once a year | Discussions covering product launch policies, marketing strategies, best practices, etc. |
| 4A CRM Distributor Meeting | Staff in charge of management and CS/CRM in Chile, Colombia, Venezuela, the UAE, Saudi Arabia, Kuwait, Oman, and other countries | As needed | Presentation of CRM activities in various countries, sharing of information about plans for future activities |
