Thought Leadership Summits - Automotive Customer Centricity Summit 2011

June 14, 2011

The Ritz-Carlton,

Marina del Rey, CA

For more information
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720-287-0145 or
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Sponsored By:

polk

Media Partners:

ibm

auto sussecc

dealer elite

Agenda

June 14, 2011

7:00 AM – 8:00 AM
Registration & Breakfast

8:00 AM
Welcome
Jon Munzel
Founder
Thought Leadership Summits

8:10 AM
Remarks from the Chair

Lonnie Miller
Vice President - Marketing & Industry Analysis
R. L. Polk & Co.

Biography

8:30 AM

Keynote Presenation

Thilo Koslowski
Vice President & Lead Automotive Analyst
Gartner

Start Your Engines - Understanding Automotive Trends & Creating Successful Strategies

Opportunities and challenges for the automotive industry
Key market and technology trends

Mobile
The connected vehicle

Collaboration opportunities for dealers and OEMs
The evolution of customer centricity

Biography

9:15 AM

Kal Gyimesi

Automotive Industry Lead

IBM Institute for Business Value

Advancing Mobility - the Next Growth Engine for Attracting Consumers

As urban areas rapidly expand, there are corresponding increases in traffic that that hamper productivity, stress infrastructure, and present a host of environmental concerns across the world. Although consumers will continue to include personally owned vehicles in their mobility mix, more are turning to different modes of transportation. Who will profit from the emerging business models of how people will move around? While these global trends pose a growing threat for automotive companies, they also afford the opportunity for them to renew their relationships with consumers. By extending their services and enriching their value propositions, automakers can simplify how customers purchase, use, access, and finance transportation – all without forfeiting their fundamental function of making vehicles. Given their role in driving the economy, automakers can be among the leaders in establishing new mobility business models that can become the next growth engine for the industry.

Biography

10:00 AM – 10:30 AM
Networking Break

10:30 AM
George Liang

President
DCH Auto Group

Hassle Free Selling – It’s More Than Just Price

Many consumers equate the process of buying a car with getting a root canal – not a pleasant experience. Years ago, one price selling was developed in an effort to improve the car buying experience, but seems to be a fad that slowly disappeared from the market. Is this because consumers don’t really value a better experience or because dealers are having difficulty changing long held cultural beliefs in the showroom? DCH Auto Group strongly believes consumers value a low stress car buying experience and that delivering such an experience creates a clear competitive advantage. George’s presentation will explain how DCH is responding to the growing segment of car buyers who are shunning the traditional car shopping negotiation tactics for a more simplified and transparent car buying process. George will review the business model DCH has implemented that emphasizes simplified transactions, true transparency, improved customer satisfaction, and long term consumer loyalty. George will discuss the short term challenges versus the long term benefits and conclude by identifying several of the metrics DCH utilizes to determine the success of their strategy and the improvement experienced since the implementation of their program.

Biography

11:15 AM

Allan Jenik
Director - Dealer Services
Harley-Davidson

The Harley-Davidson Dealer Network Relationship - One Team, One Direction

In 1904 – just one year after the first Harley-Davidson motorcycle was created – the very first Harley-Davidson dealer opened for business in the United States in Chicago. More than a century later, Harley-Davidson dealerships span the globe; each one bringing the Harley-Davidson brand to life for riders and enthusiasts. Today, Harley-Davidson has over 1,300 authorized dealerships around the world - each one focused on the vision of fulfilling dreams by providing extraordinary motorcycles and customer experiences. Achievement of this vision and key to the success of the Harley-Davidson brand is its passionate and dedicated dealer network.

During the late 1980’s and into the 1990’s the Motor Company and its dealers enjoyed an enviable situation of incredible volume growth and increasing revenues. During this time, Harley-Davidson focused on growing its manufacturing capacity to meet increasing demand while the dealer network made significant facility, promotional, and staffing investments.

Fast forward to today. The Great Recession has challenged businesses, Harley-Davidson and its dealers included, to refocus and reexamine their operations and how they serve their customers. In this informative session, Allan discusses how the Motor Company and the dealer network are succeeding by working together and shifting their focus to rigorous process execution in customer-facing activities. Allan will highlight current key strategies deployed by the Motor Company, including the significant investments being made in company-owned Dealer Management Systems, CRM systems, and other programs that support consistent process execution in areas such as dealer training and consulting. Further, Allan will discuss the evolution of dealer process management in today’s competitive marketplace, market optimization activities, and the ongoing process of dealer performance management. Learn how these strategies and an intense customer focus are positioning Harley-Davidson and its dealer network for long-term success and another century-long ride.

Noon

Keynote Continuum Presentation

Jon Budd
National Manager - CRM & Interactive Marketing
Hyundai Motor America

Growing the Brand Through Deeper Consumer Engagement

The Hyundai brand survived and even grew during the automotive cataclysm of 2009. Hyundai implemented their innovative Assurance program to connect with consumers concerned about the economy and prevent them from delaying or even cancelling their car purchase with Hyundai. In 2010, Hyundai executed their Assurance, Blue Drive, and Connection strategy (ABC strategy) and collaborated with their dealers to improve brand consideration, retail sales and market share. Jon’s presentation will provide an update on the Hyundai Keynote Presentation from 2010, reviewing the progress Hyundai has made executing their ABC core strategy. Jon will focus on the Connection strategies and tactics executed in 2010 and their results. Finally, Jon will introduce new strategies that will deepen Hyundai’s engagement with their existing customers and attract a new type of buyer to the Hyundai brand.

Biography

12:45 PM – 2:00 PM
Networking Lunch

2:00 PM

Brian Benstock
Vice President & General Manager
Paragon Honda

How Did They Do it? Paragon Honda Skyrockets from #17 to #1 in Six Months

Brian Benstock, VP & GM of Paragon Honda, will describe the exciting ride he’s been on with Paragon as they have become the #1 Honda volume dealer in the world. Traditionally dealers have to decide between targeting volume or focusing on profits, and in either case customer satisfaction suffers. In this real-world case study, Brian will explain the strategy that Paragon developed to achieve their #1 ranking in new and certified pre-owned volume and attain the highest revenue per customer in their market, all while increasing their CSI to record levels. He will then describe 20 new ideas that Paragon implemented to become the largest and most profitable Honda and Acura dealer in the world. Brian will finish his presentation with a review of the improvements in key metrics that Paragon uses to measure their success.

Biography

2:45 PM

Michael Sachs
General Manager - CRM & Loyalty
Volkwagen of America

Who owns Loyalty? We ALL do!

The key to maximizing customer value and fueling growth regardless of the state of the economy, is strong customer loyalty. While everyone agrees loyalty is important, all too often the discussion regarding who “owns” customer loyalty prevents cohesive action being taken to support it. In this session Mike will share Volkswagen's philosophy on loyalty, how the VW loyalty strategy is evolving, and the initiatives Mike and his CRM team are spearheading to drive cross-functional accountability for loyalty from Marketing and Operations, through to Retail and After Sales. Specifically Mike will cover:

VW’s consumer commitment vision
The evolution of VW’s loyalty philosophy
How VW views CRM from initial consideration through repurchase
The VW loyalty eco-system
How VW integrates cross-functional initiatives for loyalty: CRM, CRM@Retail, Vision for Customer Experience
VW’s commitment to KPIs and measurement of loyalty at each stage of the customer lifecycle

Biography

3:30 PM – 4:00 PM
Networking Break

4:00 PM

Sara Hasson
Vice President - Automotive Brand Solutions
Univision

Connecting with a Multicultural Nation – Growth Strategies for OEMs & Dealers

With the steady growth of a variety of minority populations in the U.S. - not only in traditional geographies, but across the entire country – any realistic growth strategy for an OEM or Dealer must include building connections with diverse cultural groups. As the premier Spanish-language media company in the United States, Univision has an in-depth understanding of the Hispanic community, and how to successfully engage with a cultural group that is itself very diverse.

Sara will share the highlights from the 2010 Census that are inspiring brands to expand their Hispanic growth strategies. A deep dive into the Hispanic auto market will showcase how to achieve success with this valuable consumer segment and provide:

An overview of top OEM competitor’s market share and investment
Creative OEM and dealership best practices
Excerpts from a custom, 5 year Hispanic conquest, defection, and loyalty study

Sara’s presentation will illustrate why now is the time to evaluate your approach to the Hispanic market, and implement a growth strategy designed to win with Hispanics by marketing to a multicultural nation.

Biography

4:45 PM

Closing Panel Discussion:

Surrounding the Customer with Value – CRM Collaboration Between OEM, Dealer, & Captive

Alan will lead a discussion focused on how OEMs, Dealer, and Captives collaborate with one another to surround the customer with value and therefore maximize customer value – for all related partners and for the customer. Key issues that will be addressed include: sales, marketing, and customer service collaboration; types of analytical tools utilized; customer segmentation and differentiated customer treatment; and new customer interaction channels. Enjoy asking direct questions of our Panelists and interacting with fellow Delegates, gaining valuable insight on the challenges and benefits of CRM collaboration in the Automotive industry.

Moderator:

Alan Bird
President & CEO
SCI Marketview