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.