In the past, most CRM tools served as little more than a safety net to ensure sales reps kept in contact with prospects…they were basically an electronic reminder service. And while many of those CRM tools are still (unfortunately) in use today, there is a new wave of true Customer
Customer Relationship Management is all about managing the relationships we have with our customers. Effectively managing a customer lifecycle means higher CSI scores, more repeat customers, and more revenue. The true value of a world class CRM is in its ability to automate unique processes, targeted to specific segments of
The auto dealership industry is changing and evolving all the time. Technology has brought a lot of changes to the way we interact with customers. From online reviews and social media to text messages and email, the way we communicate with customers has changed significantly from just 10 years ago.
Over the past few months, this column has been used to point out how to leverage live chat in the automotive space to connect with car shoppers online. While it is certainly important to be available to shoppers and to be able to respond to their questions and concerns in
Here’s a plan to help you add $15,000 to $40,000 a month, or more, in additional parts and labor sales. It requires only two tools: A methodology for analyzing customer data and a counter-intuitive way of meeting customers’ timely service needs. This is a plan that isolates and targets existing
Remember when you were in grade school and you had to raise your hand to ask the teacher a question, get help, or to give your answer to the teacher’s questions? The shy students or under-achievers would sit at the back of the class and not participate while the smart
I was reading a case about safeguarding the other day. It didn’t involve dealers, it didn’t even have a terrible liability result for the defendant, but it reminded me that safeguarding issues are around practically every corner and still very much “in play.” The case was about a company that
Raj Date, the Special Advisor to the Secretary of the Treasury for the Consumer Financial Protection Bureau, spoke in Philadelphia on September 15. His presentation, which you can view or read on the CFPB’s website, was titled “Lessons Learned from the Financial Crisis: The Need for the CFPB.&rdquo We noted