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市場調查報告書

汽車銷售的CRM (顧客關係管理):全球市場分析·預測:∼2025年

Global Automotive Customer Relationship Management Market, Forecast to 2025

出版商 Frost & Sullivan 商品編碼 792017
出版日期 內容資訊 英文 58 Pages
商品交期: 最快1-2個工作天內
價格
汽車銷售的CRM (顧客關係管理):全球市場分析·預測:∼2025年 Global Automotive Customer Relationship Management Market, Forecast to 2025
出版日期: 2019年02月04日內容資訊: 英文 58 Pages
簡介

汽車零售業正在從以產品為導向轉變為以客戶為中心的方法,並且適應不斷變化的客戶期望對經銷商而言至關重要。

本報告提供全球汽車銷售的CRM (顧客關係管理)的市場調查,彙整汽車零售環境,汽車CRM的特徵和先進功能,美國·歐洲的汽車銷售的生態系統和進入經營者,各種經營模式·價格·引進模式分析,主要供應商的簡介,成長機會·成功策略分析,未來展望等資料。

第1章 摘要整理

第2章 調查範圍·調查目的·調查手法

第3章 汽車CRM:核心功能·先進功能分析

  • 競爭環境
  • 主要的功能
  • 主要課題·未來的功能
  • 新的趨勢

第4章 經銷商分析·地區市場展望:美國·歐洲

  • 生態系統進入經營者:美國
  • 輕量經營者經銷商分析:美國
  • 生態系統進入經營者:歐洲
  • 輕量經營者經銷商分析:歐洲

第5章 汽車CRM:經營模式·價格·引進模式

  • 汽車CRM的供應商參與度模式
  • 第三方CRM供應商 vs DMS供應商
  • CRM的DMS的整合:經營模式分析
  • 經營模式分析
  • 進入經營者趨勢

第6章 汽車CRM:業者簡介

  • 汽車CRM供應商:特徵分析
  • DealerSocket
  • VinSolutions
  • Oplogic
  • DealerPeak CRM
  • ProMax
  • Selly Automotive
  • AutoLoop

第7章 成長機會

  • 汽車CRM企業
  • 汽車CRM的成長機會
  • 成功·成長的策略性必需要件

第8章 總論·未來展望

  • 總論·未來展望
  • 總論·三大預測
  • 免責聲明

第9章 附錄

目錄
Product Code: K31B-18

Cloud CRM will Gain Traction Among Small Dealerships and Increase Penetration to 35.0% by 2025

This study analyzes the competitive landscape, business models, pricing, and future focus areas of dealerships, DMS providers, and third-party vendors in the automotive CRM market.

Automotive retail is shifting from a product-driven to customer-centric approach and accommodating changing customer expectations have become crucial for dealers. However, dealerships are struggling to finely capture customer data through multiple online retail channels, ensure that information is actionable, and achieve a centralized view of customers across all stores. Automotive CRM is trailing behind other industries and dealerships need to utilize the advanced capabilities of CRM to proactively identify business opportunities and build trusted relationships with their customers throughout the ownership lifecycle.

Automotive CRM's competitive landscape is evolving, with DMS providers entering the market and intensifying competition. DMS providers are lacking advanced CRM capabilities and, hence, acquiring small CRM vendors to realize profitable business opportunities in the market For example, CDK Global acquired ELEAD1ONE to strengthen CRM capabilities and expand its client base in the United States. Third-party CRM vendors are offering flexible integration interfaces to ensure that dealers connect to DMS systems seamlessly. It is essential for CRM and DMS providers to work hand-in-hand to survive in the industry and for dealers to realize business profits. Dealerships/OEMs who establish a well-defined omni-channel strategy are likely to attract more customers, build trusted relationships, and transform the overall customer experience, thereby enabling higher profit margins in sales and aftersales.

Proactive recommendations and targeted campaigns are imperative in the age of omni-channel retailing. Automotive CRM solutions should seamlessly synchronize customer data from multiple touchpoints and analyze them using data mining algorithms to maximize customer engagement. Dealerships should aggressively work with CRM vendors to integrate data from disparate sources and identify profitable business opportunities through CRM analytics. OEMs need to re-evaluate their omni-channel strategies and collaborate with CRM vendors to improve the shopping experience for customers across multiple retail channels.

Web-based CRM has been traditionally deployed in a majority of the dealerships in the United States and Europe. However, key benefits such as reduced capital costs, less maintenance overheads, and usage-based pricing are favoring small and mid-sized dealerships in the US market to implement cloud-based CRM solutions. European dealerships will be relatively slow in migrating to cloud CRM due to stringent data privacy laws (such as the GDPR).

Large dealerships will involve a long tail of transition and security concerns when it comes to full cloud adoption and, hence, will remain skeptical towards cloud CRM until 2025.

Key Issues Addressed:

  • What are the current and the future CRM features?
  • How will advanced CRM features act as value-add channels for dealers and OEMs?
  • What are the different CRM business models in the automotive industry and which one(s) will garner more value in the current and future ecosystems?
  • How is the industry working with franchise regulations and state federal laws in Europe and North America?
  • Who are the major CRM market participants? What are the key solution capabilities of the CRM service providers in the automotive industry?

Table of Contents

1. EXECUTIVE SUMMARY

  • Key Findings
  • Trend 1-CRM Engagement Models in the Auto Industry
  • Trend 1-CRM-integrated DMS Solutions to Intensify Competition
  • Trend 2-CRM Features and Package Analysis
  • Trend 3-Cloud-based CRM and Adoption Rate Analysis
  • Trend 4-Advanced Features Adoption Level and Dealer Benefits
  • Automotive CRM-2017 Vs 2025

2. RESEARCH SCOPE, OBJECTIVES, BACKGROUND, AND METHODOLOGY

  • Research Scope
  • Research Aims and Objectives
  • Key Questions this Study will Answer
  • Research Background
  • Research Methodology

3. AUTOMOTIVE CRM-CORE AND ADVANCED FEATURES ANALYSIS

  • Automotive CRM-Global Competitive Landscape
  • Automotive CRM-Key Features
  • Automotive CRM-Key Challenges and Future Features Analysis
  • Emerging Trends of Automotive CRM

4. DEALERSHIP ANALYSIS AND REGIONAL MARKET OUTLOOK-THE UNITED STATES AND EUROPE

  • Ecosystem Participants-The United States
  • Light Vehicle Dealerships Analysis-The United States
  • Ecosystem Participants-Europe
  • Light Vehicle Dealerships Analysis-Europe

5. AUTOMOTIVE CRM-BUSINESS MODELS, PRICING, AND DEPLOYMENT MODELS

  • Automotive CRM Vendor Engagement Models
  • Third-party CRM Vendors Vs DMS Vendors
  • Integrating CRM into DMS-Business Model Analysis
  • Automotive CRM-Business Model Analysis
  • Automotive CRM-Participants Trends Analysis
  • Automotive CRM-Participants Trends Analysis (continued)

6. AUTOMOTIVE CRM-VENDOR PROFILES

  • Automotive CRM Vendors-Feature Analysis
  • DealerSocket
  • VinSolutions
  • Oplogic
  • DealerPeak CRM
  • ProMax
  • Selly Automotive
  • AutoLoop

7. GROWTH OPPORTUNITY ANALYSIS

  • Automotive CRM Companies
  • Automotive CRM Growth Opportunities
  • Strategic Imperatives for Success and Growth-Automotive CRM

8. KEY CONCLUSIONS AND FUTURE OUTLOOK

  • Key Conclusions and Future Outlook
  • The Last Word-3 Big Predictions
  • Legal Disclaimer

9. APPENDIX

  • Abbreviations and Acronyms Used
  • Market Engineering Methodology
  • List of Exhibits
  • List of Exhibits (continued)