Connected Car 2.0 - Advanced Remote Diagnostics, Service Models, & CRM Image

Connected Car 2.0 - Advanced Remote Diagnostics, Service Models, & CRM

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With telematics penetration increasing and remote diagnostics well established as a core safety and security feature, car OEMs are exploring how to extend their service approach to encompass genuine customer relationship management (CRM) to increase customer satisfaction and improve loyalty. Elements of this approach include predictive maintenance based on prognostics, up-selling and cross selling applications and content, and using a multi-touchpoint environment to offer a consistent and optimized user experience. Ford with its SYNC solution and Toyota with its Toyota Friend social CRM approach are the leading players transforming the automotive industry from manufacturing oriented towards a service and experience focus.

This research highlights major trends, describes key players, and provides high level forecasts.

Table of Contents

  • 1. REMOTE DIAGNOSTICS IS GETTING A NEW LIFE
    • 1.1. Remote Diagnostics
    • 1.2. Diagnostics versus Prognostics
    • 1.3. Remote Diagnostics and Roadside Assistance
    • 1.4. Remote Maintenance
    • 1.5. Remote Diagnostics and Customer Relationship Management
    • 1.6. Remote Diagnostic in Commercial Vehicles
    • 1.7. Remote Diagnostics Forecasts
    • 1.8. User Interest in Remote Diagnostics and Maintenance Alerts
  • 2. TOWARDS AN AUTOMOTIVE CUSTOMER RELATIONSHIP MANAGEMENT APPROACH
    • 2.1. What is CRM?
    • 2.2. Vehicle Relational Management versus Customer Relational Management
    • 2.3. CRM and Automotive
    • 2.4. The Social Dimension
    • 2.5. Challenges and Issues
  • 3. TOYOTA LEADING THE WAY IN ASIA, BUT WATCH OUT FOR THE UNITED STATES
    • 3.1. Remote Diagnostics Solutions and Players
    • 3.2. Toyota's CRM Approach
    • 3.3. A New Automotive Reality

Charts

  1. Global OEM and Aftermarket Telematics Subscribers, World Market, Forecast: 2008 to 2017
  2. User Interest in Remote Diagnostics and Maintenance Alerts