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Automotive Industry OnlinePublished by: eMarketer Published: Feb. 1, 2003 - 171 Pages Table of ContentsMethodology The eMarketer Difference The Benefits of eMarketer’s Aggregation Approach “Benchmarking” and Projections I The Automotive Industry Online: Overview A. Globalization, Consolidation and E-Business B. Production and Sales Trends US Europe Asia-Pacific II IT and E-Business Spending A. Introduction B. IT Spending and Strategy C. B2B E-Commerce Trade Dollars and Cents D. Buy-Side E-Business Initiatives E. Sell-Side E-Business Initiatives III Online Advertising and Marketing A. Online Advertising Spending B. Leading Ad Formats Rich Media Favored by Automakers Nobody Likes the Pop-Up Use of Classified Ads on the Rise Product Tie-Ins C. Interactive Marketing BMW Films - Taking Online Marketingto the Next Level Wallpaper, Screensaver and TV Commercial Downloads D. Managing Customer Contactand Relationships IV Consumers and Consumer-Oriented Automotive Websites A. Consumer Activities First Steps: The Research Phase Financing and Insurance Information B. Consumer Preferences C. Leading Automotive Websites US Europe V Automotive Dealers and the Web A. Impact of the Internet on Dealers and Sales Process B. Dealer Website and IT Capabilities Emphasis on Expanding Website Features IT Capabilities Provide Competitive Edge VI Online Sales and B2C E-Commerce A. Online Retail Sales by Product Category B. Online Purchasing Experiments in Latin America C. Consumer Preferences VII In-Vehicle Information Systems (IVIS) A. Market Size and Growth Potential Other Applications and Gadgets: Bluetooth and Vehicle Location Devices B. Consumer Adoption and Preferences C. Issues for OEMs and Telematics Service Providers (TSPs) Index of Charts AbstractAttention Automobile Manufacturers, Marketers and Ad Agencies, Logistic Firms and Technical Vendors:The Automotive Industry Online report begins with an overview of the automotive industry and then breaks down into six main sections, each looking at different e-business practices and the impact they have on businesses along the automotive value chain, from original equipment manufacturers (OEMs) and parts suppliers to web-based content and e-commerce companies to dealers and consumer end-users: Here are examples of the kind of information you will find inside. Customer Contact and Relationships The more automotive manufacturers use the internet as a marketing and sales vehicle, the more they will have to focus on online customer relationship management (CRM). The results of the October 2002 "Automotive CRM" study indicate that online management of customer contact has improved in the past year, particularly where the responsiveness and effectiveness of customer service representatives are concerned. However, the study also suggests that while automotive OEMs offer consumers feature-rich websites, including e-mail auto response to customer queries and listings of toll-free numbers and frequently asked questions (FAQ), they tend to be less responsive than third-party sites. The 24-hour response rate of manufacturer websites was a little more than half that of content sites (44% versus 86%) and considerably lower than the 63% response rate recorded for sites dedicated to online purchases of automobiles. Not surprisingly, the websites of luxury-car manufacturers, whose clientele is notoriously demanding, performed better, with 80% responding within 24 hours (versus just 27% of other manufacturers). "Inability to meet customers' expectations will result, over the long term, in defection to sites that are more customer friendly, while those sites losing traffic will pay more for leads and advertising to get the consumers back." -Jupiter Research, "Automotive CRM" report, 23 October 2002 Don't Be Blind-Sided - See What's Coming Down the Road With data aggregated from a broad range of research firms, government agencies and industry associations, including Allied Business Intelligence, the Center for Automotive Research, EDS, GartnerG2, Giga Information Group, Jupiter Research, J. D. Power and Associates, KPMG, META Group, the National Automobile Dealers Association, Nielsen Media Research, Nielsen//NetRatings AdRelevance, Taylor Nelson Sofres, Telematics Research Group and the US Census Bureau, the Automotive Industry Online report provides automotive manufacturers, dealers and marketers with a keen sense of how their e-business strategies compare with those of their competitors.
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