New Telematics Approach by “Diversifying Communication and Customer Opportunity” 2004-21-0093

Customer satisfaction is one of the most important goals for car manufacturers in providing telematics services to their customers. Telematics is not merely a chance for additional revenue, but should be used to supplement value to an OEM's core business. Unfortunately most existing Telematics business models focus on revenue opportunities. However, the customer value of Telematics still resides in a conventional vehicle–related value model. Typical examples of killer applications are related to transportation, such as real time traffic information, vehicle operation information, vehicle diagnostic information and on–board entertainment. A new approach, which is well accepted by customers, is anticipated. The key solution is a combination of several challenges, such as the transformation of customer relationship management (CRM), optimum integration of existing infrastructure, and customer value proposition based on customers' essential expectations. This paper explores an approach to a new framework of telematics, that is called “New Telematics by Diversifying Communication and Customer Opportunity” as described above.