The quick development and diffusion of new digital platforms, like the connected car, offers new business opportunities, opening up innovative scenarios connected to sales processes and making possible the entry of new market operators from the world of technology.
The final customer is always in the center of attention: everything revolves around him, and a careful analysis of his needs and in particular of his expectations, is required in order to provide a shopping experience appropriate for him, which is able to maximize the probability of purchase and re-purchase. It is necessary to pass from an approach oriented to CRM to one oriented to customer experience.
In this context, the omnichanneI is the key of success: being “omnichannel” means to adjust his own model of business to customer’s new habits of purchase. The client wants to interact with brand in the most comfortable way at that very moment: through dealership, by e-commerce channels, brand’s website or dealer’s website, by social network, by IoT technologies or thanks to promotions received on his own smartphone, just to quote some of it.
The physical and the digital world have to be integrated: this is the aspect which distinguishes the Engineering’s offer regarding the automotive market, thanks to its skills and solutions which cover all phases of the customer journey and will enable your brand to use the full potential of Big Data (predictive / recommendation) for CRM and Marketing Automation.