Executive Outlook of the Future of Automotive Retail

Beyond 2020, Digitization will Enable Lead Conversion Ratio Improvements of More than 80%

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This study analyzes the impact of digitization on the new car and the parts retail business. It provides a strategic overview of global Mega Trends and their disruptive impact on automotive retail. The study also highlights the top transformational shifts in the automotive retail space. It demonstrates the activities of automotive OEMs and their current and future new car and parts retail strategies. The study also discusses the future of automotive retail and presents an actionable set of recommendations for stakeholders.

Table of Contents

Executive SummaryExecutive Summary—Key TakeawaysExecutive Summary—Future Outlook of the eRetail Executive Summary—Digital Retail Strategies of Key OEMsExecutive Summary—Digital Retail Strategies of Luxury/Premium OEMsExecutive Summary—Digital Retail Strategies of Mass Market OEMsExecutive Summary—Future Trend: Small Store FormatExecutive Summary—Future Automotive Retail NetworkExecutive Summary—New Entrants and Disruptive Models in the AftermarketExecutive Summary—Online Retail: Integrated Customer JourneyExecutive Summary—Evolution of Online and Digital Auto eRetailExecutive Summary—Conclusions and Future OutlookExecutive Summary—Conclusions and Future Outlook (continued)Associated MultimediaResearch Scope, Objectives, Background, and MethodologyResearch ScopeResearch Aims and ObjectivesKey Questions this Study will AnswerResearch BackgroundResearch MethodologyKey OEMs Compared in this StudyDefinitions and SegmentationDefinitions of Selected Terms Used in the StudyDefinition of Digital in RetailNew Mega TrendsVehicle Segment DefinitionsImpact of MegaTrends on the Future of RetailMega Trends Driving the Future of RetailImpact of Mega Trends on the Aftermarket in 2025Implications of Mega Trends—Retail and AftermarketTop Transformational Shifts Shaping the Future of Automotive RetailTop Transformational Shifts by Key Global OEMsTransformational Shift 1—Future StoresTransformational Shift 2—Omni-channel Future of RetailTransformational Shift 3—Connected RetailImplications—Future Automotive Retail will be More Consultative than DirectiveImplications—From Car Configurator to Mobility ConfiguratorTransformational Shift 4—New Business ModelsTransformational Shift 5—Engaging RetailTransformational Shift 6—Last-mile Retail (Logistics)Transformational Shift 7—Big Data RetailBig Data in the Car Industry—The Business CaseTransformational Shift 8—Women EmpowermentExhibit 1—Nissan Lady First DealershipsFuture Trends in New Car RetailThe Car Dealership of the FutureExhibit 2—Future Car Dealerships: Tesla and Audi CityFuture Channel Network Structure in a Mega CitySmart Distribution NetworkUnbundling of the Automotive BusinessDigital Touch Points of a New Customer JourneyFuture Retail FormatsInteractive Stores of the FutureDigitization in the Value ChainCentralized Structure for Heavy RepairOEMs are Increasingly Investing in Data Mining and AnalyticsOff-store Digital Sales GenerationConventional versus Digital Set-UpMore Interactive and Seamless Dealerships than the Siloed ModelMore Consultative Dealerships than DirectiveCase in Point—US Mega Regions and the Impact on Digital Store DevelopmentFuture Trends in Automotive Parts Retail5 Key Trends in Automotive Parts eRetailThe Connected Parts Store in 2025Online Sales Penetration—Key Traditional Participants in North AmericaBricks and Clicks in Future Automotive Service AggregationExhibit 3—BMW’s Future Digital Parts Retail StrategyExhibit 4—Audi Digital Car ServicingKey Comparative Features of Service AggregatorsExhibit 5—whocanfixmycar.com’s Service Aggregation ModelEmerging Bricks and Clicks Convergence Models in Parts and ServicesKey OES Channel DevelopmentsExhibit 6—GM’s Use of Technology in Service StrategyExhibit 7—Tesla Service: Remote OptionsExhibit 8—GM’s Prognostic/In-vehicle Sales CapabilitiesAftermarket 2025—Changing Digital Purchase PathwaysAftermarket 2025—Emerging B2B eCommerce Business ModelsDigitization Expansion in Auto Parts and ServiceIllustrations of OEMs’ Future Retail StrategiesExhibit 9—Audi City Digital Car ShowroomExhibit 10—KPIs: Audi City Digital Car ShowroomExhibit 11—Mercedes Me (Hamburg)Exhibit 12—Renault StoreExhibit 13—Fiat Live StoreExhibit 14—TrueCar Exhibit 15—Hyundai Rockar, Bluewater Exhibit 16—Hyundai Rockar, Bluewater (continued) Exhibit 17—KPIs: Hyundai Rockar Rockar—Digital Touch Points of a New Customer Journey Exhibit 18—Nissan Delivers a Versa Note via Amazon Box Exhibit 19—Lincoln Black Label Experience Exhibit 20—Google’s Mobilegeddon is Pushing for Mobile Websites Exhibit 21—Scion Targets an Enhanced Portal Experience for CustomersExhibit 22—Future Volvo Dealerships Exhibit 23—Renault’s Tie-up with TVS for Digital Dealership in India Exhibit 24—New Entrants in the Digital Retail Space Conclusions and Future OutlookKey Takeaways on the Future of Automotive RetailConclusions and Future OutlookThe Last Word—3 Big PredictionsLegal DisclaimerAppendixAbbreviations and Acronyms UsedInternet Sales Growth of Key US DealershipsDigital Retail LandscapeBSIG Research ProgramLearn More—Next StepsMarket Engineering MethodologyThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition: Future of Your Company & CareerGlobal PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy

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