代理模式對經銷商售後服務影響的策略分析（2023）

代理模式的擴張將加劇原廠售後服務通路的品牌內競爭，並需要經銷商整合以與獨立售後市場競爭。

Frost & Sullivan 的這項研究服務分析了代理銷售模式對經銷商售後服務的影響，重點關注歐洲和北美的新小客車市場。從售後服務角度概述了經銷商的角色，並討論了經銷商在代理合約中的機會領域。

本研究討論了代理模式中售後服務流程和利害關係人參與的差異，並分析了代理模式中影響經銷商售後服務的潛在趨勢。也檢驗了以下項目：

• OEM代銷模式現況及採用類型
• 經銷商的區域機會（歐洲和北美）
• 代理模式對保固和服務、更換備件和客戶關係管理等各種售後服務功能的影響。
• 經銷商、供應商和獨立服務提供者的潛在商機

最後，這項研究服務考察了代理商模式中經銷商售後服務的成長機會，並為市場參與企業利用這些機會提供了可操作的見解。

目錄

戰略問題

• 成長為何困難
• The Strategic Imperative 8（TM）
• 戰略需求對代理模式對經銷商售後服務影響的影響
• 成長機會推動Growth Pipeline Engine（TM）

成長機會分析

• 關鍵術語/定義
• 代理模式對經銷商售後服務的影響－市場概況
• 調查方法
• 本次調查回答的問題
• 細分/區域重點 - 代理模式對經銷商售後服務的影響
• 區域OEM競爭
• 成長指標 - 代理銷售模式中的售後服務成本類型和細分
• 生長促進因子
• 成長抑制因素
• 競爭環境

代理銷售模式概述

• 傳統OE通路與代理商模式售後服務對比－流程差異化與利害關係人參與
• 代理商銷售如何影響經銷商/經銷商零件/服務售後服務功能
• 銷售模式類型
• 經銷商參與關鍵銷售模式活動
• 代理模式下經銷商售後服務SWOT分析
• 價值鏈和主要售後服務活動
• 代銷模式下的售後服務活動
• 影響經銷商售後服務的潛在代理商銷售趨勢
• 相關經銷商售後服務法規及法律
• 主要發現—當前狀況和未來前景

代理銷售模式介紹-區域場景

• 主要參與企業採用代理模式 - 概述
• 依類型分類的區域售後服務方法 - 概述
• OEM採用代理銷售模式的現況和類型 - 歐洲
• OEM採用代理銷售模式的現況和類型 - 北美
• 經銷商的區域機會

代理模式對經銷商的影響－保固及服務業務

• 主要售後服務活動的變化－保固和服務
• 經銷商售後服務保固和服務機會

代理模式對經銷商的影響－交換備品業務

• 關鍵售後服務活動的轉變－更換備用零件
• 經銷商售後服務更換備件的機會

代理模式對經銷商的影響-客戶關係管理業務

• 主要售後服務活動變化－客戶關係管理
• 經銷商售後服務中的 CRM 機會

經銷商 - 支出和成本分析

• 定義
• 先決條件/注意事項
• 經銷商成本類型分析 - 傳統銷售與代理商銷售
• 經銷商成本細分分析－傳統銷售與代銷

代理模式如何影響主要售後服務利害關係人的商機

• 代理模式下經銷商的潛在商機
• 代理模式下獨立服務提供者的潛在商機

OEM代理模式介紹及對經銷商/售後服務的影響-圖表

• OEM代理模式介紹及對經銷商/售後服務的影響-圖表

成長機會宇宙

• 成長機會1 - 船隊營運商作為客戶
• 成長機會2 - 數位整合
• 成長機會3－售後服務整合

下一步

Agency Model Expansion Will Make Room for Stiff Intra-brand Competition in OE Aftersales Channels and Call for Dealerships' Consolidation to Compete With the Independent Aftermarket

This Frost & Sullivan research service analyzes the impact of the agency sales model on dealership aftersales, focusing on the European and North American new passenger vehicle market. It provides an overview of the role of dealerships from an aftersales perspective and discusses areas of opportunities for dealerships in agency agreements.

The study discusses aftersales process differentiation and stakeholder involvement in the agency model and analyzes potential agency model trends impacting dealership aftersales. The study also examines the following:

• Agency sales model status and adoption type by OEMs
• Regional opportunities for dealerships (Europe and North America)
• Agency model implication on various aftersales functions, such as warranty and service, replacement spare parts, and customer relationship management
• Potential revenue opportunity for dealerships, suppliers, and independent service providers

Finally, this research service discusses growth opportunities for dealership aftersales in the agency model and offers actionable insight for market participants to leverage these opportunities.

Table of Contents

Strategic Imperatives

• Why is it Increasingly Difficult to Grow?
• The Strategic Imperative 8™
• The Impact of the Top 3 Strategic Imperatives on Agency Model Implications for Dealership Aftersales
• Growth Opportunities Fuel the Growth Pipeline Engine™

Growth Opportunity Analysis

• Key Terminologies/Definitions
• Agency Model Implications for Dealerships Aftersales-Market Overview
• Research Methodology
• Questions This Study Will Answer
• Segmentation/Regional Focus-Agency Model Implications for Dealership Aftersales
• OEM Competitors by Regions
• Growth Indicators-Aftersales Cost Type and Segments in the Agency Sales Model
• Growth Drivers
• Growth Restraints
• Competitive Environment

Agency Sales Model Overview

• Traditional OE Channel versus Agency Model Aftersales-Process Differentiation and Stakeholder Involvement
• Agency Sales Impact on Dealers/Agents' Parts/Service Aftersales Functions
• Sales Model Types
• Dealer Involvement in Key Sales Model Activities
• Dealership Aftersales SWOT Analysis in Agency Models
• Value Chain and Key Aftersales Activities
• Aftersales Activities in the Agency Sales Model
• Potential Agency Sales Trends Impacting Dealership Aftersales
• Relevant Dealer Aftersales Regulations and Legislation
• Key Findings-Current Scenario and Future Outlook

Agency Sales Model Implementation- Regional Scenario

• Agency Model Adoption by Key Participants-Summary
• Regional Aftersales Approach by Types-Summary
• Agency Sales Model Status and Type Adoption by OEMs-Europe
• Agency Sales Model Status and Type Adoption by OEMs-North America
• Regional Opportunities for Dealerships

Agency Model Implications on Dealers' Warranty and Service Business

• Transition in Key Aftersales Activities-Warranty and Service
• Dealers' Aftersales Warranty and Service Opportunities

Agency Model Implications on Dealers' Replacement Spare Parts Business

• Transition in Key Aftersales Activities-Replacement Spare Parts
• Dealers Aftersales Replacement Spare Parts Opportunities

Agency Model Implications on Dealers' Customer Relationship Management Business

• Transition in Key Aftersales Activities-Customer Relationship Management
• Dealers' Aftersales CRM Opportunities

Dealer-Spend and Cost Analysis

• Definition
• Assumptions/Considerations
• Dealer Cost Type Analysis-Traditional versus Agency Sales
• Dealer Cost Segment Analysis-Traditional versus Agency Sales

Agency Model Impact on Revenue Opportunities for Key Stakeholders in the Aftersales Industry

• Potential Revenue Opportunities for Dealerships in the Agency Model
• Potential Revenue Opportunity for Independent Service Providers In the Agency Model

OEM Agency Model Implementation and Dealership/Aftersales Impact-Exhibits

• OEM Agency Model Implementation and Dealership/Aftersales Impact-Exhibits

Growth Opportunity Universe

• Growth Opportunity 1-Onboard Fleet Operators as Clients
• Growth Opportunity 2-Digital Integration
• Growth Opportunity 3-Bundled Aftersales Services

Next Steps

• Your Next Steps
• Why Frost, Why Now?
• List of Exhibits
• Legal Disclaimer