代理模式对经销商售后服务影响的策略分析（2023）

代理模式的扩张将加剧原厂售后服务通路的品牌内竞争，并需要经销商整合以与独立售后市场竞争。

Frost & Sullivan 的这项研究服务分析了代理销售模式对经销商售后服务的影响，重点关注欧洲和北美的新小客车市场。它从售后服务角度概述了经销商的角色，并讨论了经销商在代理合约中的机会领域。

本研究讨论了代理模式中售后服务流程和利害关係人参与的差异，并分析了代理模式中影响经销商售后服务的潜在趋势。我们也检验了以下项目：

• OEM代销模式现况及采用类型
• 经销商的区域机会（欧洲和北美）
• 代理模式对保固和服务、更换备件和客户关係管理等各种售后服务功能的影响。
• 经销商、供应商和独立服务提供者的潜在商机

最后，这项研究服务考察了代理商模式中经销商售后服务的成长机会，并为市场参与企业利用这些机会提供了可操作的见解。

目录

战略问题

• 成长为何困难
• The Strategic Imperative 8（TM）
• 战略需求对代理模式对经销商售后服务影响的影响
• 成长机会推动Growth Pipeline Engine（TM）

成长机会分析

• 关键术语/定义
• 代理模式对经销商售后服务的影响－市场概况
• 调查方法
• 本次调查回答的问题
• 细分/区域重点 - 代理模式对经销商售后服务的影响
• 区域OEM竞争
• 成长指标 - 代理销售模式中的售后服务成本类型和细分
• 生长促进因子
• 成长抑制因素
• 竞争环境

代理销售模式概述

• 传统OE通路与代理商模式售后服务对比－流程差异化与利害关係人参与
• 代理商销售如何影响经销商/经销商零件/服务售后服务功能
• 销售模式类型
• 经销商参与关键销售模式活动
• 代理模式下经销商售后服务SWOT分析
• 价值链和主要售后服务活动
• 代销模式下的售后服务活动
• 影响经销商售后服务的潜在代理商销售趋势
• 相关经销商售后服务法规及法律
• 主要发现—当前状况和未来前景

代理销售模式介绍-区域场景

• 主要参与企业采用代理模式 - 概述
• 按类型分類的区域售后服务方法 - 概述
• OEM采用代理销售模式的现况和类型 - 欧洲
• OEM采用代理销售模式的现况和类型 - 北美
• 经销商的区域机会

代理模式对经销商的影响－保固及服务业务

• 主要售后服务活动的变化—保固和服务
• 经销商售后服务保固和服务机会

代理模式对经销商的影响－交换备品业务

• 关键售后服务活动的转变－更换备用零件
• 经销商售后服务更换备件的机会

代理模式对经销商的影响-客户关係管理业务

• 主要售后服务活动变化－客户关係管理
• 经销商售后服务中的 CRM 机会

经销商 - 支出和成本分析

• 定义
• 先决条件/注意事项
• 经销商成本类型分析 - 传统销售与代理商销售
• 经销商成本細項分析－传统销售与代销

代理模式如何影响主要售后服务利害关係人的商机

• 代理模式下经销商的潜在商机
• 代理模式下独立服务提供者的潜在商机

OEM代理模式介绍及对经销商/售后服务的影响-图表

• OEM代理模式介绍及对经销商/售后服务的影响-图表

成长机会宇宙

• 成长机会 1 - 船队营运商作为客户
• 成长机会 2 -数位集成
• 成长机会3－售后服务整合

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