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  4. > Strategic Outlook of Vehicle Relationship Management Market in Europe and North America

Billion Dollar Revenue Potential by Capturing Long-Term Opportunities Through Vehicle and Customer

The aim of this strategic study is to present and analyze the impact of vehicle relationship management in the automotive industry. It puts forth the key segments of vehicle relationship management by identifying the context, consideration, and involvement of OEMs and other ecosystem partners in these segments. This research service identifies strategies and market opportunities for the automotive industry in Europe and North America using vRM. It also showcases the different counter measures that can be adopted using vRM strategies for converting lost opportunities into possible revenue initiators. This research is supported by case studies and strategic conclusions and recommendations and also provides links to supplementary research studies.

Executive Summary—Top 5 Market Highlights
Deploying effective vehicle relationship management (vRM) strategies is expected to turn the car into a digital wallet through an ecosystem of consumer centric services and applications.
Vehicle Relationship Management Market: Top 5 Market Highlights, Europe and North America, 2013

vRM Potential
Effective utilization of vRM strategies would aid original equipment manufacturers (OEMs) tap into a revenue potential of about $ billion. External Web-based companies (example: Google and Skype) can create a niche for themselves using this revenue opportunity for consumer engagement services.

It is All About Data Feedback
OEMs lose significant opportunity with respect to product planning with the lack of customer/vehicle data feedback. Direct interaction between an OEM and customer/vehicle will help the former understand and gauge customer preferences and reduce several inefficiencies. vRM tools such as preventive maintenance alerts and warranty analytics increase customer satisfaction levels and opportunities beyond the point of sale.

Dealer Opportunity Capitalization
vRM empowers dealers with the critical advantage of being the first touch point with the customer. This engagement is vital, as this builds the basis for future customer-dealer interactions. Though aftermarket vendors are quick to adapt with competitive prices, dealers need to outpace them with customer convenience that will outweigh the premium they pay post free warranty.

Telematics Strategies to Pay for itself
Consumer engagement companies are trying to connect with consumers in multiple ways. If an OEM can enable that engagement through the vehicle using connected telematics platform; that kind of value and data is phenomenal. This will also allow OEMs to facilitate their telematics strategy to pay for itself.

Preserving Vehicle Value
Over-the-air (OTA) platforms will enable OEMs to extend software over-the-air (SOTA)/firmware over-the- air (FOTA) to not only vehicles but also to their component suppliers and service partners. This will not only give access to vehicle data and preserve its value throughout the vehicle lifecycle, but will also aid in reduction of repair/recall costs. Additionally, this will provide increased opportunities for dealers to sell more used vehicles and get insights into newer customer information.

Table Of Contents

Strategic Outlook of Vehicle Relationship Management Market in Europe and North America

Executive Summary
Executive Summary—Top 5 Market Highlights


Key Takeaways
vRM Definition and Life Cycle Analysis
vRM is Essential to Capture Long-term Opportunity
KPIs for OEMs to Implement vRM
OEMs Push Towards vRM Implementation
OEM Activities in the Connected Space
OEMs' Interest Levels towards Key vRM Segments
vRM Implementation Roadmap
vRM Potential


Research Scope, Objectives, Background, and Methodology
Research Scope and Objective
Research Aim and Objectives
Key Questions This Study Will Answer
Research Background
Research Methodology


vRM Market Overview
Introduction to Vehicle Relationship Management and Benefits
A vRM Ecosystem
Contribution Margins of vRM Ecosystem Partners
Types of Cost Savings Through vRM Implementation
Connected Vehicles Versus Non-connected—Creating Relevant Opportunities
Connectivity Trends Enabling vRM
North American Telematics Services Business Model Comparison
European Telematics Services Business Model Comparison
OEM Conceptual Challenges for vRM Implementation
vRM Through OE Smartphone Telematics App—Kia UVO eServices Case Study


Key Segments of Vehicle Relationship Management
Key vRM Segments


Over-the-air Updates
Over-the-air Updates—The Context
Over-the-air Updates—The Segments
Over-the-air Updates—Key Considerations and Key Participants
Over-the-air Updates—Planned OEM Activity
Over-the-air Updates—Tesla Case Study


Aftersales Management
Aftersales Management—The Context
Aftersales Management—Counter Measures for Lost Opportunities
Aftersales Management—The Segments
Aftersales Management—Key Considerations and Key Participant Snapshot
Aftersales Management—Opportunity Avenues for OEM Dealerships
Aftersales Management—Which OEMs are Leading the Way
Aftersales Management—Hyundai Case Study


Data Analytics
Data Analytics—The Context
Data Analytics—The Segments
Data Analytics—Key Considerations and Key Participants
Data Analytics—Current OEM Activities
Data Analytics—Potential Savings from Data Analytics and Foreseeable Opportunities
Data Analytics—Symphony Analytics Case Study


Key Conclusions and Future Outlook
Key Conclusions—vRM Potential
The Last Word—3 Big Predictions for Vehicle Relationship Management Systems
Legal Disclaimer


Table of Acronyms Used
Learn More—Next Steps
Market Engineering Methodology


List of Studies: Past, In-progress, Planned (2014)
Passenger Vehicle Telematics—2014 Upcoming Research
Telematics and Infotainment Research Program—Existing Recent Research (2010-2013)
Commercial Vehicle Telematics Research Program—Upcoming 2014 Tentative Titles

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