Notifications & Messages

Jared Hamilton
From: Jared Hamilton
Hey - It’s time to join the thousands of other dealer professionals on DrivingSales. Create an account so you can get full access to the articles, discussions and people that are shaping the future of the automotive industry.
×
Stan Sher

Stan Sher President

Exclusive Blog Posts

Women in the Dealer Workforce: Where We Are & Where We Can Go

Women in the Dealer Workforce: Where We Are & Where We Can Go

It’s no secret that women make up a small portion of the dealer workforce and turnover among women is high. By not attracting and retaining women in the …

Car Subscriptions - Q and A with Bill Playford

Car Subscriptions - Q and A with Bill Playford

I had the chance to interview Bill Playford about car subscription services, and how they're going to change the marketplace. Take a look what this ins…

Be The Exception

Be The Exception

How brilliant marketers find and follow what makes their stories different in a world full of average content DrivingSales is excited to announce th…

Keeping Up with the Joneses in Quick Lube

Keeping Up with the Joneses in Quick Lube

More than half of all sales customers will abandon your dealership’s service department in the first year. It’s a widely varying statistic &nda…

It Has Never Been Easier To Be Average

It Has Never Been Easier To Be Average

It has never been easier to be average. This post was written by Jay Acunzo, who will be speaking at the upcoming DrivingSales Executive Summit in Octob…

Automotive CRM: Differentiate Your Processes

 

The automotive industry is always evolving and with that evolution we must constantly adapt to the changes.

 

Question: When is the last time you thoroughly reviewed your CRM processes in your dealership?

 

Think about it.  A CRM in the dealership is generally setup for sales people to enter an UP and follow up with sold/unsold customers by scheduling phone calls and email actions.  The CRM is sometimes setup to properly follow up with internet leads.  However, not many CRM systems are setup to follow up with lease retention, equity mining, service, birthdays, and other events that can enhance the guest experience of doing business with the dealership.

 

Now if the proper processes have been setup for he dealership, when is the last time they were updated?  Do you continue to send the same old message month after month?  It is amazing how most of the time I walk into a dealership to setup and train processes only to find that the dealership is relying solely on what the CRM company had installed during installation.  Every dealership needs to have an effective action plan for proper CRM management.  This includes templates, action plans, and reporting.  A large dealer group needs to employ a CRM administrator to work the CRM a full 45 hours a week while smaller operations need to have proactive management.

 

The bottom line is that it is very important to manage and maintain the CRM system in dealerships on a daily basis.  In many cases, the proper use of merging can clean duplicates.  When a CRM is used properly there should never be a need for excel spreadsheets to measure performance.

 


by Stan Sher
www.dealeretraining.com
Practices and viewpoints expressed on this blog are my own

 Unlock all of the community & features  Join Now