[Posted on 27 January 2014 by Car Research]
The success of a car dealership today is largely dependent on how the overall customer relationships are managed by the business. This not only includes an effective marketing department and pleasant sales experience, but also requires conscious efforts in the after-sales support and service, such as closing of the feedback loop with the customers. Automotive CRM (customer relationship management) is software that brings you the ability to manage all the aspects of customer relationships, including obtaining new clients and achieving customer loyalty.
With the evolution of CRM applications and specific demands of an automotive dealership, there have emerged CRM applications, specifically addressing the needs of dealerships. An automotive CRM helps you gain control over every aspect of your business’s relationship with a customer. From outbound and inbound marketing, sales and after-sales service and support, automotive CRM software is designed to address all crucial needs of your dealership.
Attracting the New Customers
Most automotive CRM applications help you market your vehicles to a targeted segment of customers with just a click of a button. They are designed to make use of modern marketing channels, including internet, email, phone calls, text messages, and social media. Many automotive CRM applications can also be integrated with external lead management systems, and offer sophisticated mechanisms of filtering customers based on the market trends and their need for a new vehicle.
Retaining the Previous Customers
Automotive CRM applications enable you to have a 360-degree view of a customer’s profile, including all transactions, products, and services he or she had with your business. In addition, they provide you detailed reports on various parameters that help you draw customer trends. These abilities of an automotive CRM help you craft strategies to retain previous customers.
Aftermarket Service and Support
Aftermarket service is one of the most important factors that play a role in your business’s long-term success and growth. Automotive CRM equips your business with the ability to listen to your customers’ concerns, record them in a clear fashion, and address them to the customers’ satisfaction.
Vehicle’s Lifecycle Management
Automotive CRM applications are designed with a careful consideration of vehicles as the core product. It provides you a single view of your products and answers few vital questions, such as how many vehicles were viewed by the customers, sold in a specific time period, or came for servicing. In addition, it features ability to track transactions, such as trade-ins of used vehicles. Automotive CRM applications are also able to integrate with your inventory management system software if you are already using one.
A good automotive CRM features integration with your BDC and DMS applications. In order to power your sales force, it provides several features, such as dashboards, generation of daily sales plans, call recording and tracking, printing of sales forms, detailed and summarized reports, and much more. Many of the modern automotive CRM applications are also available to be used on smartphones, tables, and other wireless computing devices.
Automotive CRM software is the right tool that offers you potential to maximize your revenues; streamline your customer and vehicle management efforts; and increase your overall ROI.