Telematics and Customer Relationship Management

It is a well-known fact that the world’s major automakers have found it very difficult to make money and create value for their shareholders on a consistent basis; in fact, the automotive industry has not only been a net destroyer of value over the last three years, but probably throughout its 100+ year history as well. As a result, automakers are under tremendous pressure to improve profitability.

This article describes what CRM is precisely and how difficult it is to implement the right CRM strategy in the automotive industry. A solution could be telematics - wireless contact to and from the car. Telematics can improve customers' driving experience through information and invehicle productivity applications, as well as improve customers' ownership experience through better after sales service and safety and security applications.