ࡱ> 7 ^bjbjUU "t7|7|Zl 4 j$^> UWWWWWW$@ ` {{PPPPUPUP<P U P$P  j!U0), P UP   Marcos Arruda and General Motors Internet Strategy Marcos Arruda, General Motors newly appointed Director of Internet Strategy, settled into his seat for the long flight from Detroit to Rio. Marcos could not help but smile with delight as he recalled his first major victory in his new position: relocating the Internet Strategy Department to the more temperate climate of Brazil. However, his thoughts soon turned to the challenges ahead of him. He had decided to reevaluate (and most likely revise), the companys B2C Internet strategy, starting with three countries: China, Brazil, and the United States. Marcos believed that the Internet would continue to change the way people bought automobiles, and he wanted to find ways to improve GMs existing Internet distribution efforts. Marcos realized that his strategy would have to account for, among other things, cultural differences in each major market. He decided that he would start by examining some background on the auto industry in each of the countries. Then, he planned to review existing Internet strategies to see how GM could best profit from the Internet in its B2C marketing and distribution efforts. Internet and B2C in China Internet usage has been growing exponentially in China over the past 5 years. Of its 1.3 billion people, 26.5 million now have Internet access via company networks or residential connections. The number is a 57% increase from last year. Such an exploding growth rate is expected to continue through the foreseeable future given decreasing computer prices as well as a continuously improving digital infrastructure. Though only 2.5% of the countrys population can currently access the Internet, its believed that China potentially has the largest on-line population of any country. With the growth in Internet usage, B2C e-commerce has grown quickly. On-line sales of books, electronics, and gifts are becoming more popular. Younger generations are eager to learn and catch up with new technologies. All these factors fuel B2C growth. However, thus far most of the goods sold via the Internet are relatively inexpensive. Heavy, expensive commodities are seldom sold to consumers on-line. For one reason, Chinas commercial banking, credit card utilization by the general public, and purchasing behavior of consumers are still in a developing stage. For instance, personal checks are not widely used in daily life; credit cards are not easily available, though debit cards are commonly used. But, each on-line shopping site may only accept the debit card(s) from specific bank(s) (there are over 20 banks / financial organizations offering their customers debit cards), and cards from different banks cant be cross-used. With free-market business being in its early age, the concept and practice of credit hasnt been fully developed. These contribute to the publics lack of confidence in on-line transactions. The other factor that constrains B2C from offering expensive commoditiesat least those for which on-time and convenient delivery is a major concernis the under-developed transportation infrastructure. Two commonly-used ways to fulfill on-line orders are: one, make the order on-line, then mail the personal check, or transmit cash via the bank to the seller. The ordered goods will be shipped once payment is received. The other approach is to make the order on-line, then the on-line store arranges delivery to the customers designated place (home or work place), where the customer pays upon delivery. Delivery service is usually provided by the on-line store, but it can also be handled by the third party. Chinas Auto Industry Automotive production in China is expected to reach 2.35 million in 2001, up from 2.07 in year 2000, and is expected to reach 5 million by 2010. In the past 20 years, the auto market grew by over 20 percent annually. Richard Wagoner, chief executive officer of General Motors, forecasted that China's auto market would grow 17 percent annually over the next 10 years and could reach the size of the current US auto market - about 17 million units - by 2025 ( Business Weekly, April 07, 2000) China currently has over 300 automakers with a combined annual output of less than one fifth of that in the US. From 1950 through the 1980s, under the central planned economic policy duplicated from the former Soviet Union, local administration at the provincial level or city level could build an auto plant to serve its local economy or industry. As a result, there are major automakers built by Chinas central government while there are also medium and small automakers built by local governments. To meet the WTOs admission requirements much competition will be introduced in Chinas economy, including the auto industry. By now, almost all major global automakers have a presence in the Chinese market. Ford and GM, for example, are aggressively expanding their market shares. The competitive landscape and business practice in automotive manufacturing, marketing, distribution, and service are going to change dramatically in the near future. Its expected that the on-going domestic automaker consolidation will end up with three to four full-range carmakers plus one to two niche players in the coming decade. ( Business Weekly, Sept 18, 2001) There are two different sales systems in Chinas auto market. Medium to small domestic automakers sell their products to dealers as well as directly to end customers. On the other hand, Chinas major national automakers and international automakers, GM and VW for example, can only sell their products exclusively to the state-owned dealers (the reason for doing so is the fear of loss of price control). These dealers operate nationwide, delivering automobiles to any places in the country. Dealers in China have little negotiating power over major manufacturers. Competition is also being introduced into dealership market (For instance, some state-owned dealerships are being broken up, and the automakers are selecting their own dealer networks.) B2C in the Auto Industry Even with the exploding growth of Chinas Internet and B2C, auto sales via the Internet dont exist yet. Dealers may use the Internet to share information with their customers or to do their marketing, but they cant complete transactions via the Internet. In other words, dealers operate on the local level to serve local customers. The website of a dealer usually allows a user to choose the auto make / model, customize the options, check / compare prices, and make an appointment with the dealer for an on-site visit. A dealer typically has a small exhibit space for visitors to examine a car. In an ordinary case, once the purchase is made during an on-site visit, the dealer orders the auto of the customers choice from one of the distribution centers, and notifies the customer when the order arrives. Brazil Overview of the Auto Industry in the Last Few Years In 2000, the Brazilian auto industry produced roughly 1.6 million vehicles. The following table shows production by brand: Table 1 VW 30.51% GM 27.81% FIAT 27.51% FORD 6.75% RENAULT 3.64% HONDA 1.30% DAIMLER/CHRYSLER 1.29% TOYOTA 1.19% Until 1996, only the first four brands had manufacturing operations in Brazil, though in 1991 the French producer PSA entered the market with the brands Citroen and Peugeot. Subsequent to the stabilization of the economy a number of established companies, in particular GM and Ford, have built new plants. Those new plants were almost all built as all-integrated plants: most of the main suppliers share the same site as the OEM plant. Competition has increased among the producers, resulting in quality improvements and falling absolute prices, especially in the entry-level cars, called popular cars with engines under 1,000cc. Internet-Specific Factors Some of the larger manufacturers, especially GM, FIAT, Volkswagen and Renault, have established an aggressive presence on the Internet. Here are some of the reasons for this decision: The number of Internet users has reached 23 million people, which corresponds to 19% of the population over 14 years old. This population is younger and better educated than the overall population, and matches the target market for the popular cars. Brazilian Internet users can be considered heavy users spending an average of 8 hours a month on the Internet, second only to the US. It is estimated that 2/3 of the potential car-buyers have direct access to the Internet in Brazil, and 80% of the consumers in the target market for popular cars have direct Internet access. These percentages are higher than in most other countries. The integrated plants allow the producers more flexibility in their relationship with the main suppliers and provide for an information sharing process within the supply chain; With the exception of Volkswagen, the big manufacturers are concentrating their Internet investments on selling popular cars, which do not offer many options to the customers. This makes it easy, not only to design the process of Internet sales, but to guarantee higher availability of the chosen models and simplify the process of build-to-order. Usually the models sold through the Internet allow the customer few choices, such as no more than 2 distinct motors, 4 or 5 different colors and 2 or 3 standard bundles of optional items; The manufacturers and dealers are using sales thorough the Internet as a way to reduce taxes. In the model adopted, the customer buys the car directly from the producer and the dealers receive a commission. This allows dealers not only to reduce their costs of holding inventories but also make them exempt from a sales tax, which is common in Brazil. Given the economies in taxes and cost of inventories, the price of the cars sold through the Internet can be from 6 to 8% lower than through the traditional channels. As a result of those factors, in 2000 11,000 cars were sold through the Internet, and the expected sales for 2001 and 2002 are 100,000 and 250,000 respectively. Executives of some of the big players believe that those characteristics allow the Brazilian auto-industry to serve as an experimental lab for their e-commerce initiatives in other markets. In fact both GM and Renault had developed innovative programs for e-commerce in Brazil, taking the lead on such projects for those producers on a worldwide scale. General Motors Brazil and the CELTA Excerpt of an article in the Wall Street Journal December 2000 General Motors estimates that its efforts in 2000 to boost traffic at its main Internet site have generated nearly 50,000 additional vehicle sales in the U.S., Mark Hogan, head of the e-GM unit, said Tuesday. That figure is at the low end of initial expectations... Mr. Hogan was speaking at a press conference announcing the results of what GM said is the first high-volume online car sales system in the world, run by GM's Brazilian unit. That division has a new small car called the Celta, which is sold primarily over the Internet, although most buyers still go to showrooms to use computers and order the car. The system allows GM to rationalize inventory by keeping cars at central sites, instead of dealer lots. Consumers get a 6% discount for using the Internet and their cars are delivered to the dealer within about a week. Dealers earn a fixed commission on each sale, but they don't have to bear the risk of holding inventory beyond a few cars for the showroom. GM officials said the company earns more profit from Internet sales of the car than through traditional sales. So far, GM said it has sold 15,500 Celta cars since September and 8,679 of those have been sold via the site. Next year, the company said it plans to sell 5,000 to 6,000 Celtas a month. GM Brazil officials said they have no immediate plans to expand the system to other models, but said they ultimately hope to use it to build Celtas to order, reducing inventory costs further. CELTA is the only car produced at a brand new plant in the south of Brazil, a plant build under the concept of an integrated consortium between GM and its suppliers. (See Exhibit 1 for a picture of a CELTA.) In addition, GM Brazil has also entered in agreement with UOL Universo On Line, the leading Internet portal in Brazil to develop a common Internet strategy for the auto market. The dealers actively participate in the program, and a substantial part of the actual sales are made through the dealerswhere the customer can see the car and proceed with the purchase under the guidance of the dealers sales people. The cars are also delivered to the customers dealer of choice. Renault Clio In June 2001, Renault Brazil and Yahoo Brazil jointly conducted the launch of the first co-branded car to be sold only through the Internet in the world. (See Exhibit 2 for a picture of the car, known as the Clio).. The process was conducted in partnership with the Renault dealers. Renault plans to achieve the following targets in 2001: 6% of the sales of new vehicles over the Internet in Brazil larger than its actual market share in conventional sales; 7% of all sales of Renault Brazil to be conducted thorough the Internet and 15% of the sales of the Clio model through the Internet United States Auto Industry Background For many Americans, the fundamental choice in buying a car used to be Ford or Chevy. Once that decision was made the consumer drove down to the local dealership to either pick a vehicle off the lot, or special order the exact car that he or she wanted from the manufacturer. Historically, in the United States, the major auto manufacturers have maintained extensive dealer distribution networks to deliver automobiles. While the dealers are on the front line of the manufacturers customer relations, most are franchisees, and, as such, the manufacturers have incomplete control over the customers shopping experience. This is of particular concern for manufacturers attempting to establish strong relationships with customers, because the relationship between dealers and customers is at best adversarial. One can attribute some of the acrimony in the dealer/customer relationship to the existence of asymmetric information: the dealers had complete information while the purchaser had almost no information, at least regarding the price of the car. Rise of E-Business Given the contentious nature of dealer/customer relations, there would appear to be ample room for a new channel through which to sell automobiles. In the hey-day of the Internet revolution, many people felt that the Internet was that channel. In fact, some predicted that traditional auto-dealers were dinosaurs doomed to extinction. Indeed in 1999, Forrester Research Inc. predicted, that by 2003 nearly 8 million new-car purchases will be influenced by the Internet and nearly half a million new cars will be purchased entirely online. (Naples Daily News) James L. McQuivey, a senior analyst at Forrester, remarked, The rise of online car buying will radically alter the automobile and retailing landscape. (Naples Daily News) For more information on online shopping, see exhibit 3. Despite the hype surrounding the Internet, at this point, it seems unlikely that the Internet will completely replace traditional dealers. However, the Internet has significantly changed the dynamics of a customers relationship with the dealer; the Internet provides information that eliminates, in large part, the information imbalance between the customer and the dealer. The Internet is not entirely a negative for dealers; many use the Internet as a tool to expand their marketing efforts. While there are countless Internet sites related to auto buying, we believe that they can all be divided into four broad categories. First, the Internet is a channel for auto manufacturers to communicate directly with the customer. Second, existing dealers can incorporate the Internet into their marketing program. Third, a new independent class of Internet auto referral services has emerged. Fourth, and finally, there are a number of purportedly independent information providers. Auto Manufacturers on the Net The Internet provides manufacturers with an opportunity to communicate directly with the consumer. To some degree, it bypasses the dealer network, allowing the manufacturer to send a message directly to the public. To illustrate some of the Internet uses that major manufacturers devised, lets examine the Chevrolet site ( HYPERLINK "http://www.chevrolet.com" www.chevrolet.com) or for those of you who do not subscribe to the buy American philosophy, check out Toyotas site ( HYPERLINK "http://www.toyota.com" www.toyota.com). On the Chevrolet site, one finds extensive information on the different models that the company offers. One can examine the specifications of each model; if you prefer to view a paper-based description, you may even download and print a brochure. After looking through the literature on various models, you can configure a vehicle with the specifications that you want and view the manufacturers suggested retail price for that vehicle (you can even see the suggested cost for adding or subtracting a particular accessory). While you cannot buy a vehicle online, the website does direct you to a dealer in your area. The website provides the customer with access to GM BuyPower, which the General Motors website touts as a powerful tool to help the user locate a vehicle: Connect with GM BuyPower to collect information on your vehicles of choice. Once youve found the car or truck you want, you can locate a certified GM BuyPower dealer to schedule a test drive, and even get the dealers best purchase priceall online. This tool allows the shopper to access a particular dealers inventory. The shopper can see a picture of a vehicle and even view a replica of the sticker that appears on an individual vehicles window. Dealers on the Net While the individual dealers have websites offered through GM BuyPower, many local dealers maintain their own websites. For example, the local Chevrolet dealer, Jim Price, has its own website separate from the GM BuyPower website. At this site, the consumer can browse through Jim Prices inventory and see pictures of the different cars on the lot. Interestingly, while the website provides information on availability, it does not offer online pricing informationat least for new cars. However, if the buyer wants a price, he can fill out a brief questionnaire detailing the vehicle he would like to purchase as well as some personal information; the dealer will then contact the individual with a price quote. The website also offers a number of customer friendly tools, such as a monthly payment calculator. As the dealer does more than just sell cars, it uses the website to allow car owners to make appointments to service their vehicles and order spare parts. Auto Referral Services While the Internet is another channel for manufacturers and dealers to interact with customers, it has allowed the creation of a new category of intermediary: referral services, such as Autobytel ( HYPERLINK "http://www.autobytel.com" www.autobytel.com). These services assist car-buyers in researching different brands and models. Moreover, these services allow the user to place an order for a particular car and receive a quote. The referral service does not actually fulfill the order, though. Instead, it will pass your order through to a dealer in your vicinity. With the quote in hand that you received from the dealer, you can walk in and pick up your car without negotiating (source www.carbuyingtips.com). The online referral services add value by eliminating the dealers asymmetric information advantage. In a certain sense, they are adding another middleman between the customer and the manufacturer, which on one level runs counter to everything that the Internet supposedly represents. However, they provide significant value over the old dealer driven distribution channel, in that they provide value-added information to the customer. These sites allow their customers to know the lowest price that the dealer is willing to offer. In return for providing referrals to the different car dealers, the referral services receive a fee. The following excerpt from Autobytels 10-K provides additional information on the firms business model: Consumers can purchase new vehicles through our dealer referral network and our locate-to-order service, AutobytelDIRECT SM . When consumers indicate they are ready to buy a vehicle, they can be connected to our network of over 4,800 participating dealers in North America, of which over 3,500 are Autobytel.com dealers and over 1,300 are CarSmart.com SM dealers, with each dealer representing a particular vehicle make. Approximately 400 dealers subscribe to both the Autobytel.com and CarSmart.com services. Dealers participate in our network by entering into non-exclusive contracts with us. We expect our dealers to promptly provide a haggle-free, competitive offer. Fees paid by our participating dealers constitute the majority of our revenues. (2000 10-K) For more information, on the Autobytels business model view their 10-K filed with the SEC at  HYPERLINK "http://www.autobytel.com/content/framed/index.cfm?id=4;4&action=InvestorRelations" http://www.autobytel.com/content/framed/index.cfm?id=4;4&action=InvestorRelations. Information Services While a number of the auto referral services also provide information on different car models, there are a number of independent information providers. For example, Consumer Guide offers consumers information on different makes and models of cars. For these services, like the auto-manufacturers and dealers, the Internet is simply another channel for reaching customers. They, too, play an important role in informing the customer, though as a general rule, they do not provide the same pricing information. Conclusion As the plane touched down in Rio, Marcos made a mental list of the questions that he needed to answer. First, what role do cultural differences play in establishing a B2C automobile Internet strategy in different countries? What should GMs Internet presence look like in each of these countries in five years? How should GM use the Internet to reach consumers in other countries? Finally, Marcos hoped to determine some of the key components of a B2C strategy regardless of industry. Exhibit 1 GM CELTA  Exhibit 2 Renault Clio  Exhibit 3 Online Shopping Statistics Worldwide Net commerce -- both B2B and B2C -- will hit $6.8 trillion in 2004. North America represents a majority of this trade, but its dominance will fade, as some Asian-Pacific and Western European countries hit hypergrowth over the next two years. (Source Forrester Research) Worldwide eCommerce Growth  INCLUDEPICTURE "http://a964.g.akamaitech.net/f/964/714/2d/www.forrester.com/ER/Press/ForrFind/Image/0,2155,8411,00.gif" \* MERGEFORMATINET  7F\*I !""#, -b-m./!333559777586878CDDEEE#E$EEEEEEEEENOOOξ΢}j U0Jj/ U jUB*OJQJmH phsH B*OJQJmH phsH 5B* \aJphOJQJ6B*CJOJQJ]^JphOJQJmH sH 6CJOJQJ]^JmH sH  B*ph6]5\CJj5U\178  wxEF\KLcd$a$^78R  + C R S !! 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