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WC IN | Kevin you present some good thoughts about this complicated situation. There is no easy answer, that's the only thing I'm sure about with this whole deal.
There's one thing that hasn't really been mentioned during the several discussions about Deere's new strategy, and that's the term "value added services". Obviously service is the hot button topic here, and still a very important factor, but only a single piece of the puzzle. Deere wants their dealers to do more than just answer autotrac questions at 2AM, they want to them to offer a total package of sales, support, training, telematics, and optimization. And yes, still answer the autotrac question at 2AM!
A corporate call center can only provide phone support (and maybe a little training), so that's pretty much why the dealer is just going to be the go to place for everything. Now there are going to have to be some serious changes made by a lot of dealers to meet this goal. This is going to have to be a culture change as much as anything, but I really do think that dealers are trying hard to make it happen.
Bottom line is, things are going to change. Look at how much the industry has changed and advanced in just 10 years. And if you don't like the way things are now, give it about a year, things will have totally changed again... | |
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Customer support ramblings
