凯捷（Capgemini）：汽车电商行业分析报告（英文版）（16页）.pdf

1、A U TO M OT I V E e CO M M E RC EH O W TO S E L L C A R S A N D S E R V I C E S O N L I N EE XECU T I V E SUM M A RY The automotive industry is being disrupted by several global trends. One of them is the appearance of eCommerce channels, dominated and shaped by third party players from outside the

2、industry Customers are willing to buy online to a certain extent if sev-eral conditions are met Today, new market players are entering the market, while new technologies and increasing cus-tomer requirements significantly and sustainably change the global automotive landscape Designing a new experie

3、nce starts with a deep understanding of customers wants and needs as well as the consideration of their changing lifestyles and consump-tion of mobility services Seamless and meaningful inte-gration of online and offline touchpoints is a key aspect for the entire customer and dealer journey, always

4、in tandem with the changing role of dealerships in times of eCommerce To build a user-friendly and sus-tainable experience the right eCommerce platform approach needs to be chosen, supported by the appropriate cloud service model for the necessary agility 1eCommerce makes customer journeys more comp

5、lexIts all about designing a new experienceAgile IT and new technologies enable the new experienceConclusion36812CON T EN T S2ECOM M ERCE M A K E S CUS TOMER JOUR NE Y S MOR E COMPL E X 3For a long time, car dealerships acted as the central place for buying cars, parts and services. Recently, howeve

6、r, the point of sale diversified, shifting more parts of the customer journey into the digital sphere. Initial solutions for end-to-end online sales processes already exist in some markets, where Volvo sets an example, who sold the first 1927 models of the XC90 online.1 With that trend accelerating