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  1. Steve Stauning

    How do you evaluate a good CRM?

    @Dan Sayer And yet, DriveCentric has been unable to replicate any of the custom VIN reporting we've given to their team for months (yes, we've been trying to work them for months). Not even close. Moreover, the clients I have who switched from VIN to DC run centralized BDCs. I ran two reports...
  2. Steve Stauning

    How do you evaluate a good CRM?

    Desking aside, U/I is important, but I would never trade a good U/I for a CRM with great U/I if that CRM made it difficult to customize processes, accurately track performance, find opportunities, and grow the business. Happy to have an offline conversation of the issues with the other CRMs in...
  3. Steve Stauning

    Quick Question about Website Providers Maintaining a Change Log

    I've got a new client whose website has been slowing down (a lot) over the last year. Their current Average Page Load Time is north of 10 seconds, and when we asked their website provider to explain, they (of course) pointed to all the code on the site. (For whatever reason, this provider cannot...
  4. Steve Stauning

    PR & News Make It or Break It for Carvana??

    As to an earlier question in this string, Who will acquire them? The answer is most likely no one. There's far too much debt to make buying this pig before bankruptcy a good idea. My belief is that bankruptcy has been the plan for at least the last 12-24 months. The bonds Apollo bought were...
  5. Steve Stauning

    The Truth About Micromanagement

    The candidate arrives for his in-person interview appropriately dressed, clean shaven, and upbeat. You’re impressed by his appearance, but you have a few questions regarding his work history. It seems he left his last place of employment after just six months. “Why did you leave your last job?”...
  7. Steve Stauning

    Resource The Digital Retailing Handbook 2022

    A Guide for Creating & Maintaining a Best-in-Class Omni-channel Customer Experience By: STAUNING SOLUTIONS This guide is the culmination of scores of dealer interviews and in-store observations over several years, as well as multiple in-depth studies of the trials and errors of digital...
  8. Steve Stauning

    Digital Retailing: The 5 Lessons Winning Dealerships Are Using

    Among my regular duties over the last several years, I’ve been working with OEMs and dealers to fine tune their digital retailing efforts. Throughout this time, I’ve seen everything from utter failures to smashing successes. The failures were most often due to a lack of buy-in and (believe it or...
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  9. Steve Stauning

    Promoted Article Digital Retailing: The 5 Lessons Winning Dealerships Are Using

    Among my regular duties over the last several years, I’ve been working with OEMs and dealers to fine tune their digital retailing efforts. Throughout this time, I’ve seen everything from utter failures to smashing successes. The failures were most often due to a lack of buy-in and (believe it or...
  10. Steve Stauning

    The Key to Delivering a Great Customer Experience in 2022 - Just Don’t Screw It Up!

    I’ve written before about how Chick-fil-A’s reputation for delivering a great customer experience is not about solving issues, it’s about avoiding issues in the first place. Add in some manners, speed, and efficiency, and you’ve got Chick-fil-A’s secret recipe for wowing the lunch crowd. During...
  11. Steve Stauning

    What's Your Plan When the Inventories Normalize?

    WHAT’S YOUR PLAN WHEN INVENTORIES NORMALIZE? Today (if you’re like most dealers) you’re selling everything you stock and you’re making the highest grosses on both new and used vehicles that you’ve made in years; perhaps decades; perhaps ever. Of course, while many sales managers will chalk this...
  13. Steve Stauning

    Contact Management - Is there any real performance reporting available?

    Refreshers: I picked up a new client using Reynolds' Contact Management as their CRM. I've not worked with a dealer using this CRM in about 7 years, so I'm trying to help them pull actionable reporting. Unfortunately, there doesn't seem to be any reporting that covers Salesperson Performance...
  14. Steve Stauning

    The Dirty Dozen – 12 “Secrets” of Successful Salespeople

    The Dirty Dozen – 12 “Secrets” of Successful Salespeople As we start to ramp up to our new normal, one thing that isn’t likely to change is the difference between the top and the bottom of any sales organization. While every industry has its relatively few true superstar sellers, a third of...
  15. Steve Stauning

    #RefreshFriday w/ Steve Stauning - Dealerships and COVID19

    I hadn't thought of that... it might add some normalcy to this craziness. I was going to go with something that looked like I was in an underground bunker or a panic room...
  16. Steve Stauning

    #RefreshFriday w/ Steve Stauning - Dealerships and COVID19

    I'll be watching!
  17. Steve Stauning

    Automotive Retail Disruption: How Process Would’ve Made a Difference

    Automotive Retail Disruption: How Process Would’ve Made a Difference We all know good habits are learned in bad times, and bad habits are learned in good times. For virtually every car dealer in America, the good times started sometime around 2011, and ended suddenly in mid-March 2020. An...
  19. Steve Stauning

    Cars.com/DealerRater - Dealers Facebook Posts are ClickBait

    My recommendation (regardless of how/when they resolve this) is to stop posting anything to your dealership's Facebook page that receives little to no interaction. Without getting too technical, when you post a turd, Facebook "punishes" future organic posts. This reduces the amount of perceived...
  20. Steve Stauning

    Car Dealer SEO: Same Old, Same Old

    Correct... to an extent. GMB pages and map results don't populate for many of the keyword searches the SEO is trying to attract. For example, searches like "ford f 150 versus chevy silverado" don't (as of this writing) result in GMB pages being presented.
  21. Steve Stauning

    Car Dealer SEO: Same Old, Same Old

    Car Dealer SEO: Same Old, Same Old I’ll keep this one brief. And, to answer the question you’re going to have while reading this article: No, I do not sell search engine optimization. I’ve written and spoken about the waste and fraud in automotive search engine optimization for at least a...
  22. Steve Stauning

    Dealers: Beware Artificial Activity Targets

    Dealers: Beware Artificial Activity Targets I get it. The dealership sold zero vehicles on a Tuesday. Salespeople spent the entire day in the vaping circle or surfing the web. No one was making their calls. Fifty Calls Per Day! To combat the lethargy, someone on the leadership team demanded...
  23. Steve Stauning

    Uncovered More Black Hat SEO....

    Yep. Once the site has good architecture (which virtually all automotive website providers have), it's just the same simple formula it's always been: GOOD CONTENT + GOOD DISTRIBUTION = BETTER SEARCH VISIBILITY
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