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Daimler 360 GRAD - FAKTEN zur Nachhaltigkeit 2008 Daimler Nachhaltigkeitsbericht 2008 / Customers and society / Customers / Mercedes-Benz trucks Customer relationship management for Mercedes-Benz trucks These days, a decisive portion of a transport operator’s investment comprises expenditure on the purchase and operation of a truck. In addition to the price of a vehicle, purchasing decisions are therefore influenced by running costs and resale value. Emotional factors such as brand image, service quality, and a customer-friendly attitude also play a major role here, despite the fact that a truck is basically a capital good. Another crucial factor is the sum of all costs incurred throughout the vehicle’s lifecycle (total cost of ownership). As a result, customers will only accept those manufacturers as partners who can show that an investment in their vehicle will be an economical one, and who can make offers precisely tailored to individual customer needs. In comparison with competitor brands, Mercedes-Benz offers a product and service range of unparalleled diversity for all types of customer requirements. Reliable technology, long maintenance intervals, and a versatile range of services make for optimum vehicle availability. All Mercedes-Benz trucks are fitted with fuel-saving BLUETEC technology, which has been shown to reduce costs, while at the same time lowering pollutant emissions. Trucks from Mercedes-Benz are also the market leaders in cab comfort and accident prevention, as they are equipped with assistance and safety systems that protect the driver, the vehicle, and its load, thus providing a stress-free atmosphere for truckers and a reduced risk of downtime. In addition, Mercedes-Benz Bank can provide tailormade financing and leasing packages to customers, while short-term requirements and order peaks can be addressed by renting vehicles from Mercedes-Benz CharterWay. Mercedes-Benz also offers special driver training courses for economical driving and resource conservation, and information and control instruments such as FleetBoard further enhance fuel economy and greatly facilitate vehicle fleet organization. CSI comparative analyses of aftersales activities at the Truck unit show improvement for Mercedes-Benz in countries such as Spain, where it now ranks 3rd.
Daimler 360 GRAD - FAKTEN zur Nachhaltigkeit 2008 Daimler Nachhaltigkeitsbericht 2008 / Customers and society / Customers / Mitsubishi Fuso Truck & Bus Corporation Customer relationship management at the Mitsubishi Fuso Truck & Bus Corporation “All for you” – the new slogan for Mitsubishi Fuso Truck & Bus Corporation (MFTBC) – was presented for the first time at the Tokyo Motor Show in the fall of 2007. The slogan underscores our determination to make MFTBC the number one company for customer satisfaction in its market segment. In order to achieve this goal, MFTBC incorporates customer requirements into the development process for new models from the very beginning, thereby ensuring that we can always offer the right products to those who need them. The products themselves are subjected to stringent quality checks within the framework of the Fuso Product Development System. Based on global standards from Daimler, this development system ensures punctuality and excellent quality. Following their purchase, customers are supported by a comprehensive service network, both in Japan and around the world. In Japan, Mitsubishi Fuso also offers mobile service repair shops known as “Moving Pits,” some 100 of which are currently on the road to provide rapid assistance in the event of a breakdown. In October 2007, MFTBC restructured its sales organization in a manner that enables its 11 regional centers to implement brand initiatives more rapidly. The new structure also makes it easier to organize assignments at the 11 centers so as to ensure that service specialists are always available. For vehicle purchases, MFTBC Fuso Finance offers customized financing packages in cooperation with Daimler Financial Services.
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