Online customers' habits after the COVID-19 pandemic

Company adaptation to changing customer needs

“Phygital” customer journey in the automotive industry

Cross-functional teams to develop and manage digital projects

Organizational structure changes

Role of top management in fostering the company's digital culture

Tracking of customers/prospects' online actions

Digital marketing as a source of customer knowledge

The analysis of the online customer behavior allows to develop targeted marketing campaigns

CRM and customer insights from BDA are useful to develop awareness on sustainable mobility among customers

“Educating” employees and dealers in daily digital activities

Collaboration between dealership and manufacturers

Digital platforms for customer data sharing within the organization as well as between OEMs and dealership

Monitoring of CRM-driven KPIs to measure business performance

Higher effectiveness and efficiency in business processes

Managing global customer data to optimize supply chain management and pricing strategy

BDA for customer segmentation

CRM allows to develop tailored strategies based on the collection of local customer data

Improvement of marketing functions

CRM-driven KPIs, e.g. increase of conversion rate, brand awareness, customer loyalty