How does Tesla’s CRM strategy work?

Tesla has digitized its customer relations management (CRM) software, which is integrated into the cars and phones of its customers. The aim is to keep engaged constantly with its customers. Tesla has people connecting to their customers for feedback, concerns, complaints, and new offers. Tesla cars are connected to the internet and Tesla can monitor car situation, maintenance schedule, maintenance history, etc. ..

Steps Tesla follows: 

The company offers a variety of services that connect to customers at regular intervals, including phone calls, emails, texts, and even remote/cloud monitoring of car condition. Additionally, the company conveys new offers to customers on a regular basis.

Data collection through social media

Tesla’s marketing and sales teams are both highly skilled in data collection and analysis. They use this data to create marketing materials that are both informative and entertaining. Additionally, they monitor social media to ensure that conversations around Tesla cars are kept positive and focused on the company’s products.

Tesla’s reliance on social media and customer support data has helped it make many improvements to its products. Manufacturing changes, cost cutting, better maintenance, distribution of finance and other operations have all been aided by the data collected through social media and customer support. ..

Cars for each section of society

Tesla has aimed three different sections of society – Eco-friendly, tech-savvy and luxury. Eco-friendly section is offered an electric car at base price without much luxurious and technically advanced features. Eco-friendly category is developed considering higher mileage. Tech-savvy, as name suggests, craves for advanced technological features and Tesla satisfies that hunger. Luxury section is offered high-end, high-performance and technically advance cars. Luxury section does not bother about price as much as eco-friendly section.

Friendly and fearless work environment

Tesla is a company that is driven by its CEO, Elon Musk. He has a strong rule-making culture and encourages innovation. He has successfully created a positive research friendly environment at Tesla. However, there is a penalty for failure - it’s much less severe than at other companies. This makes people try and implement new ideas without fear of punishment or penalty.

Elon Musk – The Brand himself

The article discusses how Elon Musk has influenced more young brains than any other entrepreneur and how this drives people purchase Tesla products.

Marketing Strategy

Tesla has a unique marketing strategy that involves using blogs, internet, media and newsworthy to create awareness for its products. The company believes in not making the news but becoming the news. This strategy has worked brilliantly so far, whether it’s about making a colony on Mars or sending a car in earth’s outer orbit or making world’s first vertical landing rocket.

In an interview in 2014, Tesla PR head said that the company’s stores were its “advertisement centers.” He was confident that by 2014, Tesla would be able to sell more than 20000 cars worldwide.

Tesla has a strange but successful strategy of not standing alone and instead focusing on gaining maximum location advantage for each store. This is done by locating stores near other big brands, which customers are mostly drawn to because they are nearby. This strategy is successful because it attracts those who did not think to be Tesla’s customer and makes sure that customers coming to Tesla stores are mostly those who were at the nearest stores of other brands.

Social Media Hashtags for advertisement

The Tesla team uses social media to advertise through blogs and hashtags. Hashtags are trended through various social media platforms to inform people of new arrivals, and offers and make them visit nearby stores. This strategy is called AIDA – Awareness, Inspire, Desire, and Action. ..

Push and Pull Strategy

Tesla’s push strategy is based on the idea that customers want to tell their stories. Pull strategy has many paths/routes, but one innovation is “Build your own vehicle.” As the name suggests, a customer at a Tesla store can choose different features he wants to include in his car. He can choose different attachments to make a customized car. This has liberated people from the stringent system of choosing from certain models provided by the OEM. The customer also needs to pay only for the facilities or features he needs. ..

Tesla’s unique CRM strategy has made the company a unicorn. By using its own software, Tesla has been able to take its place in the highly competitive and ever-evolving automotive market.