Nissan With Microsoft Dynamics: Delivering Omotenashi

The Nissan approach to customer care revolves around the concept omotenashi. Omotenashi is the Japanese way of thinking about customer experience; to understand the customers’ individual needs in advance and create a tremendous experience. Microsoft Dynamics CRM is helping Nissan understand the individual needs of customers from the moment they decide to buy a car, throughout the purchasing process and beyond. “Microsoft,” says Celso Guitoko, Nissan Motor Company CIO, “is helping us quite a lot to make the customers our friends.”

Customer Size: Large Organization
Industry: Automotive, Industrial Equipment & Aerospace
Country or Region: Japan
Solutions:
  • Microsoft Dynamics CRM 2011
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