Global Automotive Customer Relationship Management Market, Forecast to 2025

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

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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

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

Executive SummaryKey FindingsTrend 1—CRM Engagement Models in the Auto IndustryTrend 1—CRM-integrated DMS Solutions to Intensify CompetitionTrend 2—CRM Features and Package AnalysisTrend 3—Cloud-based CRM and Adoption Rate AnalysisTrend 4—Advanced Features Adoption Level and Dealer BenefitsAutomotive CRM—2017 Vs 2025Research Scope, Objectives, Background, and MethodologyResearch ScopeResearch Aims and ObjectivesKey Questions this Study will AnswerResearch BackgroundResearch MethodologyAutomotive CRM—Core and Advanced Features AnalysisAutomotive CRM—Global Competitive LandscapeAutomotive CRM—Key FeaturesAutomotive CRM—Key Challenges and Future Features AnalysisEmerging Trends of Automotive CRMDealership Analysis and Regional Market Outlook—The United States and EuropeEcosystem Participants—The United StatesLight Vehicle Dealerships Analysis—The United StatesEcosystem Participants—EuropeLight Vehicle Dealerships Analysis—EuropeAutomotive CRM—Business Models, Pricing, and Deployment ModelsAutomotive CRM Vendor Engagement ModelsThird-party CRM Vendors Vs DMS VendorsIntegrating CRM into DMS—Business Model AnalysisAutomotive CRM—Business Model AnalysisAutomotive CRM—Participants Trends AnalysisAutomotive CRM—Participants Trends Analysis (continued)Automotive CRM—Vendor ProfilesAutomotive CRM Vendors—Feature AnalysisDealerSocketVinSolutionsOplogicDealerPeak CRMProMaxSelly AutomotiveAutoLoopGrowth Opportunity AnalysisAutomotive CRM CompaniesAutomotive CRM Growth OpportunitiesStrategic Imperatives for Success and Growth—Automotive CRM Key Conclusions and Future OutlookKey Conclusions and Future OutlookThe Last Word—3 Big PredictionsLegal DisclaimerAppendixAbbreviations and Acronyms UsedMarket Engineering MethodologyList of ExhibitsList of Exhibits (continued)

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