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Kia Customer Loyalty and Services Study

Kia is launching a new customer experience management platform called Foresight across all of its dealerships. [1] The program helped increase email capture rates from 28% to 55% and issue resolution success within 3 days from 6.2% to 37.9%. [2] Foresight's integration with Kia's systems provides real-time transparency into customer feedback, empowering dealerships to quickly respond to customer requests. [3] Kia also implements customer portfolio management to classify customers based on their potential future spending and probability of purchasing. Potential customers are classified by potential spending and purchase likelihood. Kia values customers with high revenue potential and low risk the most.

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Sumesh Lal
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411 views7 pages

Kia Customer Loyalty and Services Study

Kia is launching a new customer experience management platform called Foresight across all of its dealerships. [1] The program helped increase email capture rates from 28% to 55% and issue resolution success within 3 days from 6.2% to 37.9%. [2] Foresight's integration with Kia's systems provides real-time transparency into customer feedback, empowering dealerships to quickly respond to customer requests. [3] Kia also implements customer portfolio management to classify customers based on their potential future spending and probability of purchasing. Potential customers are classified by potential spending and purchase likelihood. Kia values customers with high revenue potential and low risk the most.

Uploaded by

Sumesh Lal
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd

A STUDY ABOUT KIA CUSTOMER LOYALTY AND SERVICES

SUBMITTED BY,
GROUP NO : 5
ANIRUDH S SUJITH 20182MBA0016
KRISHNA PRAMOD M 20182MBA0082
RAHUL H S 20182MBA0117
NAVYA M 20182MBA0234
SUMESH LAL 21082MBA0152
INTRODUCTION
 Kia Motors Corporation, commonly known as Kia Motors is a South

Korean multinational automotive manufacturer headquartered in Seoul.


 It is South Korea's second-largest automobile manufacturer following the Hyundai

Motor Company, with sales of over 3.3 million vehicles in 2015.


 The company has entered the Indian market in July 2019 with their 'Made for

India' SUV- SP2 Concept now announced as the global mid-sized SUV Kia Seltos.
 The company has built a production facility on a Greenfield land in Anantpur

district, Andhra Pradesh . The annual production capacity is 300,000 units.


  Kia has committed investments to the tune of $1.1 billion to develop operations in

India including investing in a network of over 250 customer touch-points that


include service, sales and spares establishments.
KIA’S Customers Experience Management

The world’s leading automotive customer experience


management experts and Kia Motors America(KMA) have
joined forces to launch the Foresight customer experience
management platform across all Kia’s dealerships.
The program helped increase e-mail capture rates from 28
percent to 55 percent, and boost issue resolution success
within three days of an incident from 6.2 percent to 37.9
percent.
Foresight’s ability to fully integrate with Kia’s system and
provide transparency into real-time customer feedback,
empowered pilot program dealerships to quickly and
effectively respond to customer requests, in real time.
Customer Portfolio Management of KIA motors
Customers will have to be classified in terms of the
probability of their buying in future time periods. Therefore
the value of a customer to a company would be dependent
upon the amount of his future spending and his probability
of doing so.
Potential customers would be classified on the basis of their
potential spending and their probability of doing so. A
company would like to have customers with high revenue
potential and low risk.
Higher the revenue potential and lower the risk, the more
valued is the customer and more eager would the company
be to acquire or retain him.
ANALYSIS OF PRIMARY DATA
ANALYSIS OF PRIMARY DATA

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