Abstract

The purpose of the “Total Marketing System, TMS” is to aid changes in marketing process management by correctly identifying customer demands, conducting proper business and sales activities and implementing “Customer Science” to contribute to merchandise development. As an example application study using “Science SQC”, the author established the “Toyota Sales Marketing System, TSMS”, an intelligent customer information network system, to improve the repeat customer ratio for Toyota vehicles. The achievements of the present study are currently being applied at Netz Chiba and other Toyota dealers.