02 — Capability · BC-1170.50
Dealer Performance & Relationship
Measure each dealer's sales, service, customer satisfaction and financial health, review it with them regularly and act on the dealers at either end of the distribution.
- Dealer Scorecards
- Dealer Reviews
- Dealer Health
In scope
- Dealer scorecards and benchmarking
- Periodic dealer business reviews
- Dealer financial health monitoring
- Dealer councils and feedback channels
Out of scope
- Customer satisfaction measurement methodology (see BC-460)
- Credit risk underwriting (see BC-230)
Decomposes into · 4
- BC-1170.50.10Dealer ScorecardsScore each dealer on a consistent set of sales, share, service and satisfaction measures and show them where they stand among peers.
- BC-1170.50.20Dealer Business ReviewsSit down with each dealer on a cadence to review results, agree actions and record the commitments both sides made.
- BC-1170.50.30Dealer Financial MonitoringWatch dealer financial statements, aging and inventory turns for early signs of trouble, and intervene before a territory goes dark.
- BC-1170.50.40Dealer Council & FeedbackRun the forums where dealers tell the manufacturer what is working and what is not, and show them what changed as a result.