June 16-17, 2009
The Ritz-Carlton
Marina del Rey, CA
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Agenda
June 16, 2009
7:00 AM – 8:00 AM
Registration & Breakfast
8:00 AM
Opening Remarks
Jon Munzel – Founder
Thought Leadership Summits, Inc.
8:05 AM
Remarks from the Chair
Mike Spadafore - Global Director, Consumer & Commercial Marketing
R. L. Polk & Co.
Kelly Mankin - Vice President, U.S. Marketing
Chrysler Financial
Collaborative OEM - Captive Marketing Strategies to Increase Sales & Customer Retention
The automotive customer lifecycle provides numerous opportunities for interaction between customer and the brand. However, these touch-points are shared among the OEM, Captive, and Dealer. This creates the potential for confusing the customer, reducing brand value, limiting acquisition, retention, and ultimately sales. Kelly’s presentation will explore ways to leverage consumer behavior throughout the customer lifecycle and utilize the connectivity between the OEM, Captive Finance Company and the Dealer Network to improve new vehicle sales, captive finance penetration and customer retention.
Biography
9:00 AM
Karen Newman - Automotive Industry Lead Americas
IBM Global Business Services
Introductory Remarks
9:10 AM
Jim Johnson - Automotive Marketing, Sales, & Service Solution Leader
IBM Global Business Services
The Smarter Vehicle – Innovations in the Ownership & Driving Experience
As a result of IBM's Automotive 2020 CEO and Executive Survey, Automotive company executives identified a series of attributes for The Smarter Vehicle of the future. As industry boundaries evolve, companies must adapt to the new ecosystems in which vehicles will operate. Other industries, such as energy, telecommunications, government, and electronics, who have limited experience working with auto companies, must collaborate in achieving this vision. With the advent of online communities, social networks and vehicle connectivity, manufacturers can now gain deeper insight into consumer preferences & demands. These trends will fuel innovation in customer centric services, all geared toward improving the overall ownership and driving experience. This presentation will review a series of scenarios to illustrate the application of these concepts.
9:45 AM – 10:15 AM
Networking Break
10:15 AM
John Waraniak - Vice President, Vehicle Technologies
SEMA
Designing for Customization - Customer Centric Collaboration
Designing for customization and open architectures are creating new opportunities for profitable personalization across the automotive value chain. Successful automakers are relying on lean customization, commonization and collaboration to lower costs and quickly address fragmenting market segments without sacrificing product differentiation. Innovative dealers are also utilizing point of sale customization to perfectly match customer’s needs and profitably create a strong relationship. With over four million new drivers every year for the next ten years demanding that their vehicles be seamlessly integrated with their lifestyles, customization is no longer a trend – it’s a requirement. John’s presentation will review successful customization strategies and how SEMA and its member companies work collaboratively with automakers, dealers, restylers and installers to support their efforts to create profitable customer relationships.
11:00 AM
Steve Irby - President & Founder
Kicker Audio
Point of Sale Customization - Business at the Speed of Light
Strong customer satisfaction, loyalty, and profitability all result from having the right product at the right time – and this does not happen by accident. Stillwater Designs, the maker of “Kicker” branded products, has been designing, engineering, and marketing audio and electronics for over 35 years. The company has grown from selling store to store out of a pick-up truck to distribution in more than 30 countries worldwide by consistently exceeding customer requirements. This requires operating at the “speed of light” as customer requirements change rapidly in the markets where Kicker products compete - Aftermarket Car Audio, Home and Portable Audio, Connected Technologies, and OEM products for the Automotive, Marine, RV, ATV, and Motorcycle industries.
Steve’s presentation will review how Stillwater Designs has successfully kept pace with the demands of today’s marketplace. Specifically, Steve will discuss the strategy Stillwater utilized for the traditional Aftermarket, how they leveraged their success in the Aftermarket to gain access to the OEMs, and the new approach Stillwater developed for the OEM market. Finally, Steve will present lessons learned that Dealers and OEMs may consider as they develop their point of sale customization strategies.
11:45 AM – 1:00 PM
Networking Lunch
Thilo Koslowski - Vice President & Lead Automotive Analyst
Gartner
Karen Newman - Automotive Industry Lead Americas
IBM Global Business Services
Open Forum Discussion on CRM Best Practices
Due to a significant number of requests for more interaction among attendees and a break from traditional presentations, TLS has developed the Open Forum Discussion to create an informal dialogue on CRM Best Practices. Karen Newman from IBM will open the discussion with ideas on how to create a smarter planet. Karen will also act as facilitator for the session.
Thilo Koslowski from Gartner will then provide his thoughts on the state of the industry and pose questions on CRM Best Practices for the group to consider. The session will be based on interaction from all attendees, and will dig deep into the basis of innovation, discuss best practice solutions to common challenges, identify obstacles to success & lessons learned, and review real world results.
Chad Collier - President
Collier Automotive Group
The Auto Industry, Consumer, and the Internet
Today’s Auto consumer has utilized the Internet to bring one of the greatest industries in America to its knees. Empowered with pricing information and demonstrating little loyalty to dealerships or brands, consumers have effectively squeezed profit margins to the point where OEMs and Dealers are on life support. However, while the Internet has dramatically helped consumers, it also provides opportunities to positively redefine the customer relationship. Chad’s presentation will review Collier Automotive’s CRM strategy and how they leveraged the Internet to improve customer retention and increase sales. One area of focus will be the development of a Showroom Control tool that improves efficiency, effectiveness, and customer satisfaction with the shopping experience. Chad asks, “Will the fear of change keep the industry on life support, or will the industry embrace change and experience a joint victory with our customers?”
2:45 PM – 3:15 PM
Networking Break
3:15 PM
Rob Chesney - Vice President
eBay Motors
Giving Consumers What They Want - Easy Online Transactions
With more than 86 million active users worldwide, eBay understands e-commerce and online consumer expectations. The rapid growth of e-commerce clearly demonstrates that consumers are increasingly more comfortable conducting transactions online. While the automotive purchase process is complex, more and more consumers expect to be able to buy a car online. Meeting this expectation offers an opportunity for the industry to continue to improve the perception of a process that many consumers feel is a daunting task. Rob’s presentation will review the aspects of online car buying that consumers appreciate, the challenges dealers encounter completing transactions online, and how dealers have successfully utilized the Internet to simultaneously sell cars and increase customer satisfaction. Rob will also share his thoughts on how the automotive industry can improve its image by exceeding expectations consumers have for their online car buying experience.
4:00 PM
Patrick Reininger - Vice President, Sales & Client Services and Managing Director - Pacific Region
R. L. Polk & Co.
So Now What? Finding the ‘Ups’ in a Down Automotive Market
Radical changes are now the norm in the automotive marketplace. The industry is moving quickly and now, more than ever, information and foresight is critical to navigate the current waters and to be prepared to ride the wave back to prosperity. What do the numbers tell us about our business and the automotive consumers we serve? Gain an understanding of what is happening in the current climate, how today’s dynamics are determining the future, and most importantly, what are the opportunities in between that can drive automotive marketing success during this shift in the marketplace.
4:45 PM
Albert Kruegel - Manager, Project Management
Hyundai Information Service North America
Implementing CRM Technology: Best Practices That Work
Hyundai Kia Motor Group realizes that in today’s fast-paced global business environment, information technology is a necessity to reduce costs, build competitive advantage, and increase market share. Of course, during these tough economic times you have to ask yourself, “Is now the right time to invest?” Obviously, there is no right answer to this question.
However, we would like to share with you a some of our Best Practices that can increase your chances for success. These have worked for us in Sales, Marketing, Customer Service, and Lead Management and are producing positive results!
5:30 PM – 6:30 PM
Networking Reception
June 17, 2009
7:00 AM – 8:00 AM
Registration & Breakfast
8:00 AM
Day Two Remarks
Jon Munzel – Founder
Thought Leadership Summits, Inc.
8:05 AM
Remarks from the Chair
Mike Spadafore - Global Director, Consumer & Commercial Marketing
R. L. Polk & Co.
8:15 AM
Jerry Daniels - Founder, President, & CEO
Automotive Broadcast Network
Taking Control of the Retail Environment
In today’s market of shrinking volume, reduced margins, and decreasing customer loyalty Dealers and Manufacturers success is more dependent than ever before on retaining existing customers. Jerry’s presentation will provide his insights on the following issues:
- Why customer loyalty is declining
- How Dealers & Manufacturers can collaborate to improve loyalty
- What creates an emotional attachment between customers and the brand and/or dealership
- Deciding what features to communicate vs. advertise
- Results? Independent research confirms real world results
- Manufacturer, Dealer, & Customer benefits
9:00 AM
Achyut Jajoo - Senior Director, Automotive Industry Business Unit
Oracle
Customer-Centricity – The Foundation for Post-Recession Profitability
The North American automotive industry is under-going significant transformation. Year over year, passenger vehicle sales are down 40% and commercial vehicle sales are down more than 60%. New players are emerging, companies are declaring bankruptcy, manufacturing capacity is getting streamlined, dealerships are closing, and customers are keeping their vehicles longer. However, after this correction in supply and demand imbalances, the path to profitability will NOT be achieved by doing business as usual. Rather, the industry’s path to profitability will rely on becoming strongly customer-centric, which is achieved by delivering exceptional service to dealers and customers.
Join Achyut for a discussion on how Oracle is helping automotive enterprises build a customer-centric foundation, enabling them to weather the economic storm, reposition for recovery, and pave the way for years of profitability.
9:45 AM
Dr. Domenico Greco - Marketing Director
Gruppo Aster
Transforming Customer Knowledge Into Revenue By Managing Customer Equity
Today, both in Europe and the U.S., many dealerships are not prepared with a leadership vision and a strategy to invest in customer knowledge to manage customer equity. Whether dealerships are using their DMS in conjunction with an existing CRM, or even desire to implement a CRM strategy, there is not enough management support, time, and effort being put to use. More importantly, the data already available today could be analyzed to understand how to build and to retain customer loyalty, a major asset in today's business environment. Not having a vision, strategy, or customer knowledge 'know-how' prevents restructuring core business processes from sales to marketing to management with less than desirable results.
A leading expert in usage of business intelligence and analytics, CRM strategies, and managing customer equity and loyalty, Dr. Greco’s presentation will provide real-world examples and discuss the importance of dealerships investing in customer knowledge as the center piece of their corporate vision and CRM strategy. Setting up such strategy requires developing the knowledge and skills to capture and analyze the right customer data and manage the value of the customer lifecycle. An immediate benefit of customer equity management is improved effectiveness in managing existing customer loyalty programs and prospective customer acquisition, which in turn keeps dealership costs low and revenues high.
10:30 AM – 11:00 AM
Networking Break
11:00 AM
Dave Schembri - President
smart USA
Hello, USA - Here I am!
- The USA is ready for smart: The right car, at the right time, in the right place
- Understanding the smart prospect
- The digital launch pad: Marketing the smart brand
- Leveraging the blogosphere: Social networking and consumer advocacy
11:45 AM - 12:45 PM
Closing Panel Discussion: The Evolution from CRM to Customer Centricity
Tim Gilbert - Associate Professor & Chair of Automotive Marketing
Northwood University
Biography
Tom Peyton - Senior Manager, National Advertising
American Honda
Biography
Matt Gunderson - Executive Director
Audi Mission Viejo
Biography
AND
Immediate Past President
Orange County Automobile Dealers Association
Denise Jacobson - National Manager, Customer Satisfaction & Training
Lexus
Biography
Joanna Sherry - General Manager, Marketing & Business Development
VW Credit
Biography
12:45 PM
Summit Closes
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