How to buy a CRM | Part 4: Decision-Making
Even though I know and preach that CRM Process is the true core of a successful CRM system I must admit the reporting and decision-making portion is actually my favorite part. I love playing with...
View ArticleHow to buy a CRM | Part 5: Conclusion
CRM buying is a very personal experience. In the introduction to this 5 part series I mentioned that making a decision on a CRM is massive, and I think we all know that. However, it isn’t all about...
View ArticleBlueprint Series: CRM revisited
At the PCG Bootcamp, Jeff Collins requested we bring the Blueprint Series back. He was especially adamant that we cover CRM. We last posted a Blueprint Series article on CRM in February of 2008. A...
View ArticleCan integrated CRM systems replace the DMS?
Some dealers have a love/hate relationship with the Dealer Management System (DMS). They depend on the functionality that the software brings but they hate long-term contracts and the cost associated...
View ArticleCall Tracking at your Dealership: It Goes Both Ways
On March 10, 1876, Alexander Graham Bell spoke one of the more historical quotes: “”Mr. Watson, you to need to come over here, I want to see you. We have the silver 1876 Honda Accord in stock and I’d...
View ArticleEmail IS Your Biggest Loss of Business
We’ve always known about our phone answering problems, but I rarely hear anyone talk about what we’re saying to customers via email. Did you know that you can measure all sorts of things around email...
View Article6 Reasons Your Dealership Does NOT Need A CRM
What the following reasons provide are valuable talking points to discuss opportunities with a CRM solution or problem you may be experiencing in your store. Admittedly the title to this article is...
View ArticleAn Often Overlooked Lo-Tech Pitfall of Hi-Tech Dealerships
Examples of poor follow-up techniques to “internet leads” are a dime a dozen. And while it can feel like a waste of time to keep following up with an unresponsive lead or prospect, have you ever asked...
View ArticleUsing Your Dealer CRM and Basic Math To Assess Your Lead Providers’ Value
Part 1 How To Find Your Lead Source Values in Your CRM Part 2 Installing CRM Lead Source Values into Google Analytics PART I There’s nothing worse than focusing dealership dollars and staff attention...
View ArticleHow to Install Your CRM Lead Values into Google Analytics
For Part 2 of this Tip You’ll need to have the Internet Lead Provider Report with the Values Per Lead source handy in addition you should be logged into the Store’s Google Analytics Account under the...
View ArticleStricter Rules Drive Higher Sales
While so many dealers in the 20 groups I address still look upon their internet sales efforts with a bit of shock and awe, the truth is that internet sales are not just relatively easy to master;...
View ArticleYes, You Should Always Use an Auto-Response
No offense to anyone reading this series: but far too many people in our industry tend to overthink everything related to internet sales and digital marketing. Perhaps it’s because so much of this is...
View ArticleEmail Templates can be Personal AND Automated
Internet sales are easy! There, I said it (or rather, wrote it.) Let me be clear: internet sales are about as black and white as anything we do in the car business – they really are. The problem is we...
View ArticleThe First Call Should Be the ONLY Call
One of the greatest challenges for dealers trying to master the internet is getting over their own preconceived notions about what internet sales entail. As I’ve been writing throughout this this...
View ArticleMystery Shops: What You Don’t Know Could Be Dangerous!
I’ve often heard top process people say something like “The first step to process improvement is understanding what needs to be improved.” Knowing, they say, is half the battle. We mystery shop...
View ArticleWho REALLY has Ownership of YOUR Customer Data?
Who owns the customer data, in your dealership’s DMS? “I do, of course!” and depending on your perspective, you may be right. Dealers could emphatically answer that question, but what about DMS...
View ArticleHey, Mike Jackson: So Call Me, Maybe
So Call Me, Maybe (Author’s Note: While the title of this post might lead you to believe this is all about AutoNation, it is not. The issues addressed here are common across nearly every large...
View ArticleStop Overthinking Your Emails!
Overthinking Your Emails and Email Templates? Between prepping for 20-Group presentations to serving our regular clients, we mystery shop scores of dealers each month – reading their emails (mostly...
View ArticleThe Best Internet Sales Process Ever!
Let’s be clear about the best “anything” when it comes to helping dealers sell cars: This new, best “thing” is only as good as the execution by your team. The best CRM for you and your team, for...
View Article10 Key Takeaways from the ‘Data Doesn’t Lie’ Panel Discussion (DSES 2017)
In October 2017 I had the honor of co-moderating a panel discussion at the DrivingSales Executive Summit. Together with fellow attribution front runner, Steve White, Founder & CEO of Clarivoy, and...
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