IBM Business Consulting Service --- In the late 1990’s, as the Internet and its supporting infrastructure took off, automotive manufacturers (OEMs) became enamored with the potential of their new-found capabilities to connect directly with their customers. Suddenly, it was possible for a marketing or sales professional residing in Detroit, Stuttgart or Tokyo to access data at the individual customer level. Leveraging multichannel customer relationship management (CRM) technology such as personalization and analytics, she could have a one-on-one dialogue with any customer in the world through whatever means that customer preferred: direct mail, telephone, e-mail or a personalized Web site. Car buyers would shop online, do their research, compare prices, configure their vehicles and order them for delivery direct from the manufacturer, as if ordering a book from amazon.com.
·East and West: Dealers still rule
·Dealers push back: Holding on to customer relationships
·Sharing CRM data as part of day-to-day operations
·DMS opportunities and challenges in Asian emerging markets
·Current communication and connectivity between OEMs and dealers
·Unique solution requirements for the EMs
·Hosted DMS delivered on demand
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