Parham Saebi, Head of Client Relations, Arvato CRM Solutions UK, has been featured on AM Online discussing four customer experience strategies that car manufacturers need to focus on now to be able to survive in the new driver economy.
The evolution towards electric vehicles (EV), autonomous vehicles (AVs) and mobility-as-a-service (MaaS) will fundamentally change the way customers experience mobility in the future. The most attractive revenue streams will shift from vehicle sales and finance arrangements to providing services, such as on-board entertainment and location-based programmes. McKinsey estimates that new shared mobility and connected car business models could increase revenues in the automotive sector by around 30% by 2030, turning it into a $1.5 trillion market.
To survive in this new environment, Parham argues car manufacturers must turn data into value, optimise the purchase journey, build partnerships with third parties and create loyalty by providing next generation customer service.
He comments: “Technological advances in the automotive industry will fundamentally change how manufacturers interact with and service their customers. They could potentially find themselves at the centre of a marketplace larger than anything they previously envisaged, but only if they take every opportunity to move closer to the customer.
“The way to do this is by building value and loyalty through the data they capture and, importantly, through providing the highest levels of service, from the first time someone researches a car online through the entire life-cycle of the customer relationship.”
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