4. As of 2012, about 2.5
Exabyte's of data are
created each day, that
number is doubling
every 40 month.
Volume of Data
0
10
20
30
40
50
60
2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020
Data in Zettabytes (ZB)
Data in Zettabytes (ZB)
CDK Global - Customer Event - Business Intelligence
Source “ATKearney”
5. Velocity
• Speed of data creation
• Real-time or nearly Real-
time
Variety
• Messages, updates, and
images to social media
• Reading from sensors
• GPS signals from cell
phones
CDK Global - Customer Event - Business Intelligence
Velocity and Variety of Data
6. CDK Global - Customer Event - Business Intelligence
The Future of The Auto Industry
According to a Study done by McKinsey & Company the future
road map of the auto industry:
• The China Factor
• Regulation from ‘Well to Wheels’
• Digital disruption (Connected Car)
• Rethinking Ownership
• Autonomous Vehicles and the soul of the car
7. Consumer are willing to share personal data with
some Applications
“Are you aware that certain data is
openly accessible to applications and
share with third parties ?”
“Do you consciously decide to grant
certain applications access to your
personal data, even if you may have
generally disabled this access for other
applications?”
CDK Global - Customer Event - Business Intelligence
Yes
88%
No
12%
Yes
77%
No
23%
Source “McKinsey & Company”
8. CDK Global - Customer Event - Business Intelligence
38
46
49
50
58
62
82
Games
Media streaming
E-mail, other work-related applications
Fitness and health
Social media
Messenger services
Navigation and mobility
Consumers are most willing to grant access to
Application that are directly related to driving
If you were to receive an application for free instead of paying for it, would
you agree that the application could use your personal data in return? If so,
which application would you grant access ?
Source “McKinsey & Company”
9. CDK Global - Customer Event - Business Intelligence
24% 21% 55%
No Yes/but Yes
Customer’s willing to allow their Vehicles to send data
to their Manufacturer under conditions
“Would you allow your car to track your location and report it anonymously
(e.g., to enable your carmaker to improve the next generation of your car)?”
Source “McKinsey & Company”
11. “6% more profitable and 5%
more productive” “MIT Center for Digital
Business”
CDK Global - Customer Event - Business Intelligence
6%
increase
5%
increase
PROFIT PRODUCTIVITY
DATA DRIVEN COMP
VS COMPETITOR’S
Non- Data driven
Data Driven
Data-Driven Companies Vs Competitors
13. CDK Global - Customer Event - Business Intelligence
Leveraging Analytics to Maximize Customer Retention
• Retaining an existing customer is less cheaper than acquiring a
new one
• Customer’s can leak at any time on the customer journey
• Identifying possible causes of leakage and design strategic
customer retention approach
14. CDK Global - Customer Event - Business Intelligence
SALES CYCLE
Presentation & close
PURCHASE
Financing Trade-inPresentation & close Vehicle selection
Enquiry ManagementDemand generation
AFTERSALES CYCLE
AWARENESS
Enquiry ManagementDemand generation
Service, Maintenance & Repair Check-in Preparation
OWNERSHIP EXPERIENCE
GROUP-WIDE FINANCE SYSTEM
ITINFRASTRUCTURE
DEALERBRIDGE INTEGRATED DATABASE
REPORTING&BUSINESSINTELLIGENCE
15. CDK Global - Customer Event - Business Intelligence
Analysis Insight
Not Aware
• Aware About Services/ Products
Not
Engaged
• Engaged with Service Products
Not
Satisfied
• Satisfied With Service
products
Not
Retained
• Retained Vehicles
Servicing
Not
Retained
• Retained (Vehicle
Repurchase)
Not
Retained
• Retained (Trade-In)
Customer Information
Management
Value Chain
Engagement
Customer Satisfaction
Retention Situation
& Probability
Vehicle Purchase Customer
Identify Current Situation of overall customer Leakage
Identify Specific
Area of Leakage
Identify
Actionable
Insights
Direction
Setting
Analytics
Strategy
Planning
Analytics
AFTERSALESCYCLE
AWARENESS
EnquiryManagementDemandgeneration
Service,Maintenance&RepairCheck-inPreparation
OWNERSHIPEXPERIENCE
Source “Deloitte”
16. CDK Global - Customer Event - Business Intelligence
Information into Insight
Direction
Setting
Analytics
Leakage
CausationPredictive
Strategy
Planning
Analytics
Price
Elasticity
GeoSimulation
Source “Deloitte”
17. Getting Started with Data
Discuss
• Findings
• Challenges
Design & Implement
• Experiment
• Measure
• Share
Metrics & Measures
• Data
• Consistent
Challenge & Identify
• Key function
• Opportunities
Business area
Management focus
Data Available
18. “Data’s Power does not
Erase the need for
Vision or Human
Insight.”
Andrew MacAfee, Big Data the Management Revolution,
Harvard Business Review.
Let’s start with the sales cycle…
As you can see the green section outlines the experience a customer takes in your dealership. From their awareness that they want a new vehicle, through to their evaluation of potential makes and models, to purchase and if you do the job right, the advocacy stage.
The blue ring shows the steps the sales team in your dealership should follow to win that deal.
You also need to keep customers engaged after making the sale… now it’s time to move them into the Aftersales cycle
Again the Green shows the customer journey with your service department and the green shows the process steps your technicians and advisors should follow.
The grey ring shows the solutions which apply to your whole dealership or connect you to OEM’s and third parties.
