The president of a marketing consulting and research firm warns marketers to shift their focus from customer conquest to customer retention. He shows how to track customers, serve them better, measure customer satisfaction, handle complaints, and convert short-term, repeat-purchasing into long-term cutomer loyalty.

The goal of this book is to help structure a Class A aftermarket organization based on planning, not reactive aftermarket maintenance, which maximizes the efficiency of resources and provides significant savings to you and your customers. The 470-question checklist inside looks at every aspect of a third-party maintenance facility and asks in-depth questions about how each process is designed and executed. A points value is assigned to each answer and a cumulative score earned. That score will identify strengths and weaknesses in your aftermarket maintenance execution as well as determine what areas are eligible for Class A certification. The unique aspect of this book is there are no other in-depth audit and/or certification programs for aftermarket maintenance. This book is the first of its kind.

This field guide gives the reader access to the largest parts store in the world for 1946-1948 Dodge Deluxe and Custom D24 models, with information from more than 200 aftermarket catalogs for Dodge parts made in the U.S.A. On-the-spot identification is made possible by part number listings, separating D24 parts from thousands of similar ones. Line drawings adapted from factory literature, brochures and advertisements illustrate the key features and details of parts as they would be found at swap meets or flea markets. Using this book in combination with the Internet, parts-hunters can quickly identify and acquire what they need online.

Many automotive industry safety advocates have been pushing for greater market penetration for active safety and advanced driver-assistance systems (ADAS), with the goal of ending deaths due to car crashes. However, there are far-reaching implications for the collision repair, specialty equipment, and performance aftermarket sectors—after a collision or modification, the ADAS system functionality must be preserved to maintain, driver, passenger, and road user safety. To do this, sensor recalibration and ADAS functional safety validation and documentation after repair, modification, or accessorizing are necessary. Unsettled Issues on Sensor Calibration for Automotive Aftermarket ADAS tackles the challenges of accelerating the pace of ADAS implementation; increasing industry understanding of systems, sensors, software, controllers; and minimizing the overwhelming variety of sensor calibration procedures and automaker targets. Additionally, this report addresses the liability concerns that are challenging the industry as it seeks to move forward safely. Click here to access the full SAE EDGETM Research Report portfolio. https://doi.org/10.4271/EPR2021008

Dear friends, This book is written to clear the concept of Aftermarket Sales and Customer Support - the two important hooks nowadays in the competitive market. The initial business is generated by well-groomed and extroverted salespersons but it’s the Aftermarket (AM) Sales and Service team’s responsibility to keep the users happy so that they become die heart fans of your products or services. The book reveals methods and the hidden qualities that add up to convert the AM team into an efficient team of salespersons. It elaborates on the ways to create a confident and synergic sales and service team with technical expertise and smart activities to ensure reduced downtime, delays and to thereby influence direct profit. The experience of pan Indian business culture also takes the reader through the exciting journey of a service person to that of the pan India Aftermarket Sales Manager. This book can be used as a roadmap by upcoming team leaders for their individual and professional growth.