When it comes to your CRM, don't make these mistakes

Posted by Nathan Elliott on 17-Jan-2019 10:39:00

You get out of your CRM whatever you put in and without the right usage and processes, your dealership will be wasting resources.

A common mistake with CRM usage, especially in dealerships, is the follow up process.Every conversation and prospect should be recorded in the CRM.

If a conversation is had and not recorded, it might as well not have happened. This is where dealerships can fall down- The Sales team have a lot of conversation daily and there needs to be a record of updates whenever there is progression. This is the only way you can make the most of your CRM- there’s no point booking a sales meeting about a new model and not making a note of it for the rest of the team to see. This is where miscommunication happens, incorrect comms get sent to customers and there’s no consistency.

 

Another mistake is using your CRM to send mass messages. The point of a CRM is to be able to communicate with each individual contact in a way that specifically suits them. Your CRM provides individual profiles for each contact which allows you to tailor your messages and communications. There are so many cases I’ve seen where CRMs are still being used to send the same message to the same person at the same time- this really defeats a lot of the purpose of your CRM. Your CRM should enable you to upsell specific products to the right people and send them personalised touchpoints to nurture them before, during and after the purchase. One size does not fit all.

Your CRM supports you through every stage of the customer journey. A customer has come in to look at a car for the first time? Record it, should you follow up? Assign a task or notification to remind yourself and keep track of their responses. A current customer wants an upgrade? Upsell to them using information found on their record on your CRM. Their profile says they’ve looked at two models before- focus on that, ask them questions, send them relevant and useful information.

Autino’s CustomerLounge enables you to completely tailor your communications. This is a platform that lets you speak to your customer as if they are across the service desk at anytime, anywhere and on the devices they use.

Your customer relationship management system is just that- something that helps you manage and develop the best possible relationships with your customers and prospects. Taking full advantage of every part of your CRM will mean you are consistent, thorough and reacting in real-time. Your CRM can empower you to take control of internal and external communications, improve efficiency and save time and money resources to drive your revenue. The biggest CRM mistake you can make is to not fully utilise the system to reach your goals.

Download a copy of the CustomerVue brochure

Read More

Topics: crm, Customerlounge, technology

How To Maximise The Value Of Your Leads

Posted by Nathan Elliott on 12-Sep-2018 11:36:00

The word CRM often brings a shiver down many people’s spine, but let’s be honest, if you have a CRM that’s organised and holds clean data, it’s a highly valuable asset. A CRM that is managed and used correctly has the ability to streamline your entire dealership sales process and improve performance of each of your leads.

Read More

Topics: crm, technology, profit, process, lead tracking, lead nurturing, retention, digital

Are you making the most of your face-to-face customer interactions?

Posted by Nathan Elliott on 04-Jun-2018 12:27:00

Face-to-face interactions are far less frequent in our digital world. But face-to-face interaction cannot be beaten in terms of delivering customer service, we’re all humans and have a basic need for connection and relationships. This will always be the case.

Read More

Topics: dealer management, dealerships, retention, customer experience, interaction, crm

GDPR and your dealer software

Posted by Nathan Elliott on 17-May-2018 10:03:30

The new data protection regulation is just around the corner so everyone’s asking the question “Are you ready?”. Despite being quite ominous, the question is an important one. Dealerships hold a lot of data in their CRMs and DMSs and there needs to be a few changes before the 25th May.

Read More

Topics: dealer management, dealerships, crm, dms, gdpr

How to use big data to influence your customers

Posted by Nathan Elliott on 13-Mar-2018 10:39:37

Are you taking advantage of big data within your dealership?

Chances are you use data to inform car design or technologies within the dealership, but what about your customers?
Read More

Topics: customer experience, crm, technology, data, big data, cloud, profit

How to increase customer retention in 2018

Posted by Nathan Elliott on 20-Feb-2018 08:21:00

There’s endless content and conversation on customer retention in the automotive industry. This is why it’s so surprising that there’s still core issues here. As we all know, retention depends on customer experience as the experience determines customer satisfaction.

Read More

Topics: retention, customer experience, crm, technology, data, gdpr, customer satisfaction

Getting the best value out of your CRM

Posted by Nathan Elliott on 12-Feb-2018 15:07:43

For your dealership to be successful, the customer comes first and they expect their customer experience to remain consistent. So, managing that relationship is key. In the automotive industry, this can be seen as a challenge as your interaction with the customer isn’t regular- car purchases or upgrades happen every few years and services are roughly on a yearly basis. Plus, with the influx of new technology and the digital world we live in, trying to get the customers attention isn’t as easy as it once was.

Read More

Topics: retention, customer experience, crm, technology