Global Automotive Customer Relationship Management Market, Forecast to 2025

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

RELEASE DATE
04-Feb-2019
REGION
North America
Research Code: K31B-01-00-00-00
SKU: AU01793-NA-MR_22840
$4,950.00
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$4,950.00
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Description

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

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

Research Scope, Objectives, Background, and Methodology

Research Scope

Research Aims and Objectives

Research Background

Research Methodology

Automotive CRM—Global Competitive Landscape

Automotive CRM—Key Features

Automotive CRM—Key Challenges and Future Features Analysis

Emerging Trends of Automotive CRM

Ecosystem Participants—The United States

Light Vehicle Dealerships Analysis—The United States

Ecosystem Participants—Europe

Light Vehicle Dealerships Analysis—Europe

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 Vendors—Feature Analysis

DealerSocket

VinSolutions

Oplogic

DealerPeak CRM

ProMax

Selly Automotive

AutoLoop

Automotive CRM Companies

Automotive CRM Growth Opportunities

Strategic Imperatives for Success and Growth—Automotive CRM

Key Conclusions and Future Outlook

The Last Word—3 Big Predictions

Legal Disclaimer

Abbreviations and Acronyms Used

Market Engineering Methodology

List of Exhibits

List of Figures
  • 1. Automotive CRM Market: Current Vs Future Outlook, Global, 2017–2025
  • 2. Automotive CRM Market: Key Participants, Global, 2017
  • 3. Automotive CRM Market: Third-party Auto CRM Vendors Features Analysis, Global, 2017
List of Charts
  • 1. Automotive CRM Market: Key Findings, Global, 2017–2025
  • 2. Automotive CRM Market: CRM Features and Package Analysis, Global, 2017–2025
  • 3. Automotive CRM Market: Cloud-based CRM and Adoption Rate Analysis, Global, 2017–2025
  • 4. Automotive CRM Market: CRM Advanced Features and Dealer Benefits, Global, 2017–2025
  • 5. Automotive CRM Market: Key Questions this Study will Answer, Global, 2017–2025
  • 6. Automotive CRM Market: Competitive Landscape and Market Participants, Global, 2017
  • 7. Automotive CRM Market: Key CRM Features, Global, 2017
  • 8. Automotive CRM Market: Key Challenges and Future Feature Analysis, Global, 2017–2022
  • 9. Automotive CRM Market: Emerging Trends, Global, 2017
  • 10. Automotive CRM Market: Ecosystem Participants, US, 2017
  • 11. Automotive CRM Market: Number of Rooftops Owned by Dealer Groups, US, 2017
  • 12. Automotive CRM Market: Total Light Vehicle Dealerships and Sales Split, US, 2017
  • 13. Automotive CRM Market: Ecosystem Participants, Europe, 2017
  • 14. Automotive CRM Market: Light Vehicle Dealership Analysis, Europe, 2017
  • 15. Automotive CRM Market: Independent Dealer Groups Analysis, Europe, 2017
  • 16. Automotive CRM Market: Vendor Engagement Analysis, Global, 2017
  • 17. Automotive CRM Market: Third-party CRM Vendors Vs DMS Vendors Analysis, Global, 2017
  • 18. Automotive CRM Market: Integrating CRM into DMS, Global, 2017
  • 19. Automotive CRM Market: Web CRM Dealer Adoption Rate, Global, 2017 and 2025
  • 20. Automotive CRM Market: Cloud CRM Dealer Adoption Rate, Global, 2017 and 2025
  • 21. Automotive CRM Market: Participants Response and Analysis, Global, 2017
  • 22. Automotive CRM Market: Participants Response and Analysis, Global, 2017
  • 23. Automotive CRM Market: Strategic Imperatives for Success and Growth, Global, 2017–2025
  • 24. Automotive CRM Market: Key Conclusions and Future Outlook, Global, 2017–2025
Related Research
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
More Information
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Table of Contents | 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~ || Research Scope, Objectives, Background, and Methodology~ || Research Scope~ || Research Aims and Objectives~ || Research Background~ || Research Methodology~ | 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~ | 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~ | 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—Vendor Profiles~ || Automotive CRM Vendors—Feature Analysis~ || DealerSocket~ || VinSolutions~ || Oplogic~ || DealerPeak CRM~ || ProMax~ || Selly Automotive~ || AutoLoop~ | Growth Opportunity Analysis~ || Automotive CRM Companies~ || Automotive CRM Growth Opportunities~ || Strategic Imperatives for Success and Growth—Automotive CRM~ | Key Conclusions and Future Outlook~ || Key Conclusions and Future Outlook~ || The Last Word—3 Big Predictions~ || Legal Disclaimer~ | Appendix~ || Abbreviations and Acronyms Used~ || Market Engineering Methodology~ || List of Exhibits~
List of Charts and Figures 1. Automotive CRM Market: Current Vs Future Outlook, Global, 2017–2025~ 2. Automotive CRM Market: Key Participants, Global, 2017~ 3. Automotive CRM Market: Third-party Auto CRM Vendors Features Analysis, Global, 2017~| 1. Automotive CRM Market: Key Findings, Global, 2017–2025~ 2. Automotive CRM Market: CRM Features and Package Analysis, Global, 2017–2025~ 3. Automotive CRM Market: Cloud-based CRM and Adoption Rate Analysis, Global, 2017–2025~ 4. Automotive CRM Market: CRM Advanced Features and Dealer Benefits, Global, 2017–2025~ 5. Automotive CRM Market: Key Questions this Study will Answer, Global, 2017–2025~ 6. Automotive CRM Market: Competitive Landscape and Market Participants, Global, 2017~ 7. Automotive CRM Market: Key CRM Features, Global, 2017~ 8. Automotive CRM Market: Key Challenges and Future Feature Analysis, Global, 2017–2022~ 9. Automotive CRM Market: Emerging Trends, Global, 2017~ 10. Automotive CRM Market: Ecosystem Participants, US, 2017~ 11. Automotive CRM Market: Number of Rooftops Owned by Dealer Groups, US, 2017~ 12. Automotive CRM Market: Total Light Vehicle Dealerships and Sales Split, US, 2017~ 13. Automotive CRM Market: Ecosystem Participants, Europe, 2017~ 14. Automotive CRM Market: Light Vehicle Dealership Analysis, Europe, 2017~ 15. Automotive CRM Market: Independent Dealer Groups Analysis, Europe, 2017~ 16. Automotive CRM Market: Vendor Engagement Analysis, Global, 2017~ 17. Automotive CRM Market: Third-party CRM Vendors Vs DMS Vendors Analysis, Global, 2017~ 18. Automotive CRM Market: Integrating CRM into DMS, Global, 2017~ 19. Automotive CRM Market: Web CRM Dealer Adoption Rate, Global, 2017 and 2025~ 20. Automotive CRM Market: Cloud CRM Dealer Adoption Rate, Global, 2017 and 2025~ 21. Automotive CRM Market: Participants Response and Analysis, Global, 2017~ 22. Automotive CRM Market: Participants Response and Analysis, Global, 2017~ 23. Automotive CRM Market: Strategic Imperatives for Success and Growth, Global, 2017–2025~ 24. Automotive CRM Market: Key Conclusions and Future Outlook, Global, 2017–2025~
Author Dorothy Amy
Industries Automotive
WIP Number K31B-01-00-00-00
Is Prebook No
GPS Codes 9800-A6,9807-A6,9813-A6,9AF7-A6,9AF6-A6