Automotive Sales Channels: From Disruption to Maturity

The shift toward digital channels continues: Customers are increasingly comfortable using online tools to find information, configure products, and even buy new vehicles. However, physical channels will also remain a central part of the customer journey. Based on this insight, automotive manufacturers and distributors may be able to seize important growth opportunities by enhancing their omni-channel approaches and designing effective digital sales dialogues.

The customer journey is becoming even more digitalized
Through project work and a recently conducted survey on the French automotive market, Simon-Kucher & Partners found that 73 percent of new car buyers turn to digital channels to research their next vehicle purchases, with this figure expected to rise over the coming years. The trend toward digital channels is demonstrated by the growing number of manufacturers that have opened their own online stores as well as the…