B2B SERVICE MODEL FOR CAR DEALERSHIPS IN FINLAND: SHOULD FINLAND IMPLEMENT SAME STRATEGYAS GERMANY?

Abstract

In the current market situation, car retailers and car manufacturers face ever-increasing challenges due to the high level of competition. In order to successfully compete in the B2B sales, organizations need to understand the value of customer satisfaction and the value of systematic management of customer relationships. To ensure customer satisfaction and long-term relationships, organizations are pressured to create systematic models to serve the needs of corporate clients. This thesis presents one possible way to create a B2B service model. The approach of the service model is based on sharing knowledge and responsibility, and being systematic in contacting corporate clients. The service model will focus on the control of the sales channel. In other words, the study attempts to clarify if there are some pressure points in the distribution channel.