Product details

By continuing to use our site you consent to the use of cookies as described in our privacy policy unless you have disabled them.
You can change your cookie settings at any time but parts of our site will not function correctly without them.
Case
-
Reference no. BW0006
Subject category: Marketing
Authors: Nukhet Vardar
Published by: El Izi Communications Consultancy UK Ltd
Originally published in: 2019
Revision date: 28-Feb-2019
Length: 19 pages
Data source: Field research

Abstract

It is widely accepted that branding in the fuel sector is much more difficult than most other sectors, given the fact that the product and its price is almost standard in any given location. Therefore differentiating the product is almost impossible. This makes the services given to customers by any filling station crucial, while competing with other brands. In this case we see how Customer Relationship Management (or CRM) is used by Opet for understanding their customers better, so that they could make use of the CRM data for attaining higher customer satisfaction. In this case Opet Marketing Vice President (2004-2018) Timucin Guler, explains how CRM evolved at Opet since 2004 and how it helped the brand in differentiating itself from competitors. We also see how rules of the game can change via new legislation and how companies should be able to adapt to these changing conditions quickly in order to be able to survive in the market place. In the Q&A section, the definition of CRM, how CRM has evolved over the years are covered. In addition the importance of backing up CRM campaigns with relevant communication campaigns is highlighted for getting the best results out of CRM.

Teaching and learning

This item is suitable for undergraduate courses.

Time period

The events covered by this case took place in 2004-2016.

Geographical setting

Region:
Europe
Country:
Turkey
Location:
Istanbul

Featured company

Opet Petroleum PLC
Type:
Public company

Featured protagonist

  • Timucin Guler (male), OPET Petroleum Marketing Vice President (2004-2018)

About

Abstract

It is widely accepted that branding in the fuel sector is much more difficult than most other sectors, given the fact that the product and its price is almost standard in any given location. Therefore differentiating the product is almost impossible. This makes the services given to customers by any filling station crucial, while competing with other brands. In this case we see how Customer Relationship Management (or CRM) is used by Opet for understanding their customers better, so that they could make use of the CRM data for attaining higher customer satisfaction. In this case Opet Marketing Vice President (2004-2018) Timucin Guler, explains how CRM evolved at Opet since 2004 and how it helped the brand in differentiating itself from competitors. We also see how rules of the game can change via new legislation and how companies should be able to adapt to these changing conditions quickly in order to be able to survive in the market place. In the Q&A section, the definition of CRM, how CRM has evolved over the years are covered. In addition the importance of backing up CRM campaigns with relevant communication campaigns is highlighted for getting the best results out of CRM.

Teaching and learning

This item is suitable for undergraduate courses.

Settings

Time period

The events covered by this case took place in 2004-2016.

Geographical setting

Region:
Europe
Country:
Turkey
Location:
Istanbul

Featured company

Opet Petroleum PLC
Type:
Public company

Featured protagonist

  • Timucin Guler (male), OPET Petroleum Marketing Vice President (2004-2018)

Related