An OEM needs a strong franchise network in order to build the brand in the marketplace, retain existing customers and gain new customers.

Dealers face different issues depending upon the maturity of the market in which they operate. For Ford dealers in Europe, for example, the issue is one of profitability, whereas for emerging markets such as China or India, it is establishing the appropriate processes and skills to deliver customer care.

Clifford Thames has developed its "Dealer Density Index", which indicates a markets ability to support an existing dealer network, or in the case of emerging markets, where dealers must be added or where there is a threat of over-capacity.

For all areas the fundamental issue is one of efficient processes that meet and exceed customer expectations and do so in a way that is efficient and therefore profitable for the dealer, and that is consistent across the market.

With over forty years experience, Clifford Thames understands dealer needs, consumer expectations and has developed solutions that are practical and effective.

Clifford Thames benchmarks best practice globally, providing consultancy to dealers and OEMs on process improvements. We also address the issue of sustainability.

Many process upgrade initiatives achieve an initial improvement which then tails off over time and much of the impact is lost. Clifford Thames builds into process upgrades specific solutions to deliver sustainability of improvements.