September 2022 ICDP webinar: Dealer Network Management

Changes in products, bundling of services, multiple channels and changing customer behaviour all mean that there will be more variety in customer buying journeys for sales and aftersales in the future.  A ‘one size fits all’ approach will no longer work for defining processes, setting relevant KPIs or measuring performance of dealers and other partners in sales and service networks.  Even in a much simpler single channel world, dealer standards and OEM incentives have often failed to drive the desired behaviours.  We now need to find solutions that will be effective in an environment where some customers will buy cars, others will lease or subscribe to them, some will take bundled services, others will decline, and some will choose to conduct their relationship largely online, others will make extensive use of physical networks.  In this webinar we started to consider these challenges, how standards will have to adapt and the monitoring and management of the channel partners might operate.

The presentation shown is available below as a pdf, speaking notes have been added plus a video recording.