After Sales


From B2B and B2C to 1to1: How the commercial policies change

business
The “dogma” that we learned at the university, during the masters, and then in the working life, that is from a business point of view the private client and the client company were different, is no longer true. The competitive element among the supplying companies, the amount of information that the customer receives (whether it is a company or a consumer) has overthrown many of the assumptions...

Lead generation and CRM: Is it sure they are always essential?

crm
Every year millions of euros are spent, both centrally and as a dealer, to generate leads. Another million euros are used for CRM actions to acquire customers. But what is the generation of “lead” and the CRM? The lead generation “…a marketing action which allows to create a list of possible customers interested in products or services offered by a company.” Whereas for...

Does anybody calculate the damages of the false influencers on the Web Reputation?

Reputation
After 7 years of uninterrupted publications and more than 800 unedited posts published, mostly evergreen, I often want to look at some previous posts. Among the many that I am particularly fond of, and most of them not written by me, there are some that are very current; despite they having been published many years ago. One of these is the post on the WEB REPUTATION; focused on how the web gives space...

How an automotive company could change core business

This post was originated as a practical continuation and as an integration to the previous “The automotive dealers haven’t changed core business yet” and for this reason it is necessary to make some clarifications. For 10 years, if even not more, they tell us the world has changed, or better by making a more careful analysis the world has always changed; in the last few years, however,...

Spare parts bought online, the end of the workshops?

spare parts
In many years who sells new cars can sustain especially with several collateral activities, which in the end, analysing the balance sheets, are not at all collateral. Warehouse, Workshop, Bodywork, Financial Services and Insurance represent much more than “forced activities” to have a mandate. The quickest to look around have turned their company into a multitude of activities on their...

LPG systems, layout and security

LPG
One of the most known indicator that gives us an immediate idea about the safety level provided by a vehicle is the number of stars rated during the Euro NCAP test. The stars are rated to the shock tests passed and to the presence of security – related contents. Thanks to the tightening up both of the tests and the calculation method, today we have on our vehicles an infinitive of electronic devices,...

Digital Automotive: if you are too far ahead, you may risk to burn yourself

Digital-Automotive
The future is in the digital, actually, it is the present; if your company isnÕt ready to ride the wave of the Digital automotive you are the dinosaur that is disappearing! Now this is a mantra repeated endlessly to the point that someone wonders: “could it be real what they go on telling us in every meeting?” Good question … but maybe not! Only because “everybody” says...

The Job Order in the vehicle after-sales; this stranger…

The Job Order (JO), which we know in the reality of the vehicle after-sales, it’s too often “snubbed” and the consequences of an improper use or an incorrect filling out are underestimated. Starting from its definition, it is a contract of performance of work and as such it is regulated from the current legislation. In particular we refer to the art. 1519 bis of the Civil Code (Italian...

Customer satisfaction vs Customer Defection

Customer-Satisfaction
Some time ago we wrote about that topic (and related costs). The following is a true story, I will tell you about this one step by step to comply with the limits imposed by the website. The events! 1991 One night, my car, registered 1989 with 45.000 Km (I bought it new and always done the MOT at the official place) after the start at a traffic light, suddenly stopped as pushed by an invisible giant...

Why Alfa Romeo Stelvio will be my next car

Alfa Romeo Stelvio
Saturday, February 11, I spent a beautiful day in the famous test track in Balocco. It was presented in world premiere, before the Official Press Conference in thenext February 22 in Saint Moritz, what will be the next Alfa Romeo SUV, expected for several years, since the exercise of “style” Kamal. The newness are first of all, in the communication mode, this preview “social”...

The Communication Plan of a dealer in the Business Plan

Comunication
This post deals with a technical aspect usually considered the “Cinderella” of the Business Plan, that is to say the Communication Plan. It minutely describes what will be the ordinary investments, eventually attempting to program the extraordinary ones, about all the allocated budget to this specific field. The Communication Plan is drawn up in collaboration with the commercial area, the marketing...

The myths of autonomous cars

Google Car
  Automotive Space has already dealt with autonomous cars, for instance in this post which reported people’s impressions on the topic. But in the meanwhile the matter is become more and more current, also because the “bricks” – needed to build up the structure of this type of vehicle – still continue to be added. By now it is a little wonder that a car can brake...

Pirelli and Pininfarina: an unavoidable epilogue

Pirelli
Another company in the automotive sector of our Europe moved in the court of the giant Asian ChemChina. Pirelli, the fifth tire manufacturer on the world, has been acquired by means of sovereign funds of nationalized China. An operation financially complex which opens the debate to a series of assessments on the health conditions of our badly off capitalism, especially if you consider that the company...

The list of the most read posts of 2014 of Automotive Space

Post letti nel 2014
It seems that during these Christmas Holidays, and for the end of 2014, the most popular blogs,– not belonging to an editorial group, used to do a roundup on the best posts published in the last year. I want to practice this custom as well, and in order to be impartial during my choice, I commit it to St. Google (Analytics) so that it will choose the 10 most read posts, regardless of the date of publication,...

Outsourcing in the automotive: does the abuse hurt?

outsourcing
I’’ve already largely expressed my opinion about the growing precariousness management in the automotive field, which finds its highest expressions in the outsourcing. It was a year ago…. We were convinced that some strategic position couldn’t be the subject of outsourcing and that others, even these strategic ones, during the start-up and re-engineering, could be optimized through the outsourcing. Then,...

The LPG and CNG help you, such as the electrics

gpl
The plan, which foresees about 3,000 LPG fuel stations and 1,000 CNG ones to the end of 2012, is proceeding at a steady pace toward the goal. Actually Fiat Professional has already monitored 3065 LPG points (+40 closed) and 908 CNG points (+8 closed) regularly active (data September 7, 2012). In spite of this, a subtle and insightful enemy, the electric Lobby, which includes several devices in its...

Moment of truth: the delivery

truth
In one of the most “rusty” sectors of the economy, since a long time carmakers are trying to convince their partners that the sale of a vehicle does not ends with the signature of the contract, but rather – from that moment – begins a long journey made of many steps that should be likeable for customers and profitable for dealers. A study delivered by JD Power – the Company...

Interview with Stefano Villanti, Executive Director of Sales, Marketing and Product Strategy at Qoros

stefanovillanti
Interview date: Feb 21,  2014 Professional Profile: Stefano Villanti is the Executive Director of Sales, Marketing and Product Strategy at Qoros Automotive Co., Ltd.. He joined the organisation in 2008 and was a key staff member during the initial start-up phase. As Qoros has grown so has Stefano’s responsibility and he now leads over 260 internal and external Qoros staff. Prior to joining Qoros,...

Mclaren says goodbye to wipers?

Fantozzi
From the Fantozzi’s Bianchina car to the world rally, the wiper blades are one of the few components common to every car. Thinking to do without them? Madness! The more daring are the rally drivers, capable of striving with lucky systems if necessary: two laces and little else to operate them manually when the electronics abandon them. Perhaps the future holds a more refined technology to be able...

The last illiteracy: internet in automotive!

illiteracy
In China – despite the censorship that slows or blocks access to the Web (Facebook and YouTube do not exist) – the dealers that I visited during the CADA convention collect more than 50% of their prospects through the Web! It’s possible to make money with cars and Internet? YES! Facts-and-figures show that this business is suitable for all, even if – in the automotive...

The customers will enjoy every comfort, but the Dealers?

Chevrolet
The Chevrolet has officially announced the abandonment of the European market at the end of 2015. The decision, which was declared at the beginning by the American headquarter, has been confirmed as irrevocable by the same top management GME. The Chevrolet won’t officially take part anymore both in the Western and in the Eastern Europe because of the high competitive business model and the severe...

Autopromotec 2013

autopromotec
Has just ended. The biennial event has registered respectable numbers at the height of the crisis. As well as two years ago, the feedback is undoubtedly positive, at least are not visible the long faces and the gloomy atmosphere as in other shows/fairs /conventions dedicated to the automotive industry. Here are the official numbers numbers: 1,512 companies and 102,536 visitors, including 18,942...

Interview with Pietro Gorlier, President and CEO – Mopar® – 2^nd part

Gorlier
…from the first part! May I ask a more generic question? What professional differences are there, for a person in your position, between working in Turin and working in Detroit? Both Turin and Detroit have a strong, proud automotive heritage. While both have gone through tough times, both continue to maintain a vivid passion for cars. From a professional standpoint, I feel at home in both places. When...

Interview with Pietro Gorlier, President and CEO – Mopar® – 1^st part

Gorlier
Date of the interview: March, 26 2013 Professional Profile: Pietro Gorlier was born in Turin (Italy), he joined the Fiat Group in 1989 as a market analyst in Iveco helding various positions in logistics, in the After Sales and Customer Care, before joining Fiat Group Automobiles in 2006. After the experience in FGA and in CNH Global N.V., he joined Chrysler Group. He is President and CEO of MOPAR®...

CRM: the “Waterloo” of the dealers

Waterloo
2012 has been succesfull for carmakers: they all made money selling cars! GM is back # 1 in the world, followed by Toyota and Ford. Ferrari had the best result of 66 years of history. Martin Winkertorn celebrated the records in sales and profits at VW Group with a personal superbonus of 14,000,000. Fiat-Chrysler sold 4.209 million cars, with a net profit of 1.4 billion. In January 2013 has further...

Interview with Paolo Gagliardo, Head of Brand Lancia/Chrysler for EMEA – 2^nd part

Gagliardo
…the first part! GLOBALISATION!  This term should allow you to achieve a product that is in line with the tastes of the “entire world”, with the underlying principle of listening to your customers. Are Lancia and Chrysler getting to grips with this term? Do they listen to the large mass of customers who are trying to convey their expectations? If not, what’s missing and what...

Mercedes-Benz and the ‘OM651 case’

MB
Some carmakers invest millions in order to measure and increase Customer Satisfaction. Today the manufacturers must be able to measure themselves “1-2-1” with their Customers, with transparency: thanks to the web any single Client could become a powerful promoter or a devastating detractor. This is one of the reasons why carmakers should be ready to confront themselves with the Social...

Interview with Adriana Maria Quaglia, FGA and Chrysler Customer Innovation Manager for the EMEA

quaglia
Interview Date: November 23, 2012 Professional Profile: Adriana Maria Quaglia begans her career at the end of the 1980’s in sales and marketing. From 1989 to 1997 she worked for several communications agencies, developing and managing advertising campaigns, trade marketing, events and external relations for premium Italian and international brands.In the  following decade her career developed...

Where shall we go?

Emotion
I belong to a relatively new generation, too much committed to principles and values typical of the previous generation and I consider myself quite prone to decode the behavior of the next generation. Today society evolves towards integration of communication tools and information and this will make it less necessary to move to cultivate relationships. Let’s look at today and let us realize how...

The car dealers are sick. What about those of Trucks?

Trucks
The world of HCV and Trucks changes much faster than the one of the automobile! The truck dealers – who are still snubbed as ‘truckers’ with spicy calendars by those who work in the chain of Passenger Vehicles – they are ahead of the “obedient car dealers”. A forced change: the cataclysm feared by the Italian dealers federation is already a reality from some years among...
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