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1、CompetingforCustomersTheFutureofAutomotiveRetailingOfficefortheStudyofAutomotiveTransportation,TheUniversityofMichiganTransportationInstituteA.T.Kearney,Inc.GlobalAutomotivePracticeCompetingforCustomersTheFutureofAutomotiveRetailingOfficefortheStudyofAutomotiveTransp
2、ortationAuthors:MichaelS.FlynnBruceM.BelzowskiKaraF.AlkireRichardH.SenterKimHillJackC.CragenA.T.KearneyProjectAccount375338Authors:JamesA.MateykaDianeK.WujciakAugust,2000UniversityofMichiganTransportationResearchInstituteOfficefortheStudyofAutomotiveTransportationUMT
3、RI2000-29ThemembersoftheA.T.KearneyandOSATteamswouldliketothanktheautomotivemanufacturers,dealers,andanalystswhoparticipatedinourstudy.Weareespeciallygratefulforthetimeandinsighttheyvolun-teeredinsupportofourefforts.Wehopethisreportjustifiestheircontri-butions.Wewoul
4、dalsoliketothankthefollowingindividualsfortheirimportantcontributionstoourefforts:JamesG.OÕBrien,Jr.,JayC.Houghton,andMartyTaylorformerlyofA.T.Kearney;LarryStout,formerlyofElectronicDataSystems;EricBudnik,M.LeeBurge,JeffreyDavis,DavidGraham,GinaKang,JeremyMeyer,Barba
5、raRichardson,andHollySmithofOSAT;andElizabethSpearandPaulTaylorofNADAÕsIndustryAnalysisDivision.ContentsExecutiveSummary2Introduction9AutomotiveDistributionToday10PowerShiftsAlongtheAutomotiveValueChain13Distribution:ComparativeIndustries15ConsolidationSuperstoresDis
6、intermediationTheInternetMicro-marketingTheAutomotiveDistributionSystemToday22DealershipsTodayDistributionandtheCustomer34WhoIstheCustomer?34WhyDoestheCustomerBuy?37AdvertisingChangingImportanceofPurchaseCriteriaHowTheCustomerBuys45TheGeographyofCompetitionTheGeograp
7、hyofCustomerChoiceTheSalesProcessTheManufacturer-DealerRelationship51Manufacturer-DealerRelations51DealerBusinessEfforts54TheDistributionSystemoftheFuture56Conclusions63CompetingforCustomers:TheFutureofAutomotiveRetailingExecutiveSummaryheOfficefortheStudyofAutomotiv
8、eTransportation,withfundingfromA.T.Kearney,performedthisstudyTofthefutureofautomotiveretailing.Thestudyconstitutedathreestageeffort
