"those working below him"

Well, in the long run "the fish smells from the head". Quite often the prospect and customer programs don´t fit together, have IT restrictions, limited and not appropriate budget ... and I don´t even speak about retail challenges.

Also the strategy and the goals of the management don´t fit together, quite often.

Example: One is in charge to create leads, only. One is in charge to sell cars, only. Both get huge budgets to do their jobs. But who takes care of the whole sales funnel in general? What is about the budget for qualifying leads before the sales person has to start? Who knows when we have a prospect, a cold or warm lead and do we all use the same database ...

At least the automotive industry started to think about it and tries to improve their processes. The watch industry is far behind when it comes to CRM ... And no, I don´t speak about VIP-Events and parties - only. I have the whole cycle in mind.

Cheers,
Oliver

Aston Martin Customer Service

By: patrick_y : January 8th, 2014-17:53

I'm not an Aston Martin customer, and I've never owned one of their vehicles. And I'm not trying to buy one anytime soon either. But from what I hear, most car companies, are not very nice to their customers. They just want to sell the car, and worry abou...

very cool :) [nt]

By: gensiulia : January 9th, 2014-00:12

wow..

By: Asad A Awan : January 9th, 2014-03:30

..really cool..what a luxurious thing to do and get :) warm regards, Asad

I agree...

By: patrick_y : January 9th, 2014-10:09

They certainly have set the bar very high. When was the last time a watch company gave you a Thank You letter for buying and registering your watch?

I thought so too! I was pleasantly surprised to get it... [nt]

By: patrick_y : January 9th, 2014-10:02

Pure class ...

By: small-luxury-world : January 9th, 2014-04:40

at least when they think you are a serious prospect. Would be interesting to know what happens when you are part of their customer life-cycle program. Patrick, now you have to go some steps further. We want to know it in detail :-) Cheers, Oliver

Uh oh!

By: patrick_y : January 9th, 2014-10:07

I unfortunately have to save my pennies. So a full ownership review is going to have to wait. And I'm not a serious prospect of the car at all. I was invited to test drive the car, and I did drive the Vanquish, but I realized that it wasn't the car for me...

That for sure is customer service - and making a difference [nt]

By: hans_jorgen_1968 : January 9th, 2014-13:36

It's a great impression...

By: patrick_y : January 10th, 2014-12:05

I don't own an Aston Martin vehicle. So I'm an outsider looking in. The grass always looks greener from the other side. But in reality, it may not be.

I got one too, and thought it was a nice touch. Too bad...

By: ThomasM : January 9th, 2014-14:00

their US local operations don't carry through on the idea very well. I've had a number of occasions to contact them directly - by phone, by email - my experience has been consistently less than satisfactory, to the point that I have lost most interest in ...

ah, just read small luxury world's post; this would be appropriate under that. (nt)

By: ThomasM : January 9th, 2014-14:01

Exactly Thomas

By: Dje : January 9th, 2014-23:35

Hi Thomas, Happy new year my friend , by the way. What you describe with AML is exactly what I've lived with them in France for years. Since the end of British Motors, the former importer who was very kind and passionnate, reception of any kind of interes...

Happy New year, my friend!

By: ThomasM : January 10th, 2014-01:09

I hope 2014 is the year I finally get to visit you! Too bad about AML - Dr Bez is in fact quite friendly and charming, but at the regional level...hmmm...

The unfortunate aspect to this situation is...

By: ThomasM : January 10th, 2014-10:27

You know, when an organizaion fails and is inconsistent like this - such graciousness at the very top, and drops precipitously from there, the feeling I'm left with is sadness and frustration. At best, the organization is not communicating it's corporate ...