Ryan Everson said:

more vendors should focus on constantly shipping new dealer-requested features AND not view new features as an add-on package to sell.

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To do this effectively vendors have to build in public, which nearly all won't do. You have show your roadmap. The argument that your competition is going to pick a part your strategy is bogus. I am not talking about large partnerships or new products, just existing products. The other argument not to share a roadmap is because they don't have one or it's all $ add-ons, back to your main point.

A lot of the product development world is transitioning away from agile because it's not agile enough, people have been saying this for years as a joke but the big tech layoffs were primarily to the middle managers between development and leadership. When you destroy all the bureaucracy you can actually build very fast and get something between a prototype and finished product out in a matter of days now versus sprints. AI has helped to close the gap between below avg developers and good developers so smaller teams can really move now.
Bottom line: Just let the devs build the cool ideas they try them on users. If the users like it then scale it, stop planning for the sake of planning.

The core issue is companies confusing a feature versus a product because it costs so much to build everything. Every new innovative thing your application does shouldn't be individual branded products. Remember the mission solve problems and be useful.

I've been researching as a customer and continue to get their results in my organic Duck Duck Go SERP. However, when I click on their results, it is just an SEO landing page. A few times, I have not been able to click into a way to search for vehicles. I'm guessing they have some landing pages out there that are solely for SEO. It is a bad customer experience.

I'm no Google user, so take this as you will.

Either way is going to come down to how your staff handles the "leads". I've seen stores go both ways with varying degrees of success so it just depends on your market. If your team is able to respond to chats right away and convert them then that's great. If you're going to rely on one of the managed chat auto-response systems then you're probably no better off than form-fills. Customers just want their questions answered with a timely and relevant response.

LilyBarnes said:

In my opinion, while KPIs like IRT, Connection Rate, and Close Rates are important, there are other factors to consider too.

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Do elaborate @LilyBarnes

BAD IDEAS:
"When can you come in?"
"Your presence is your leverage!"

According to the NADA '23 stats that were released recently, one of the reasons in today's market is affordability. Our data is in full agreement.

Not a pitch, just an explanation, we see this happening in live site data while tracking individual user. Consumers want the biggest, best-equipped unit and submit a lead on it... then they discover interest rates at 11.99%, trade values not as high as they were during the inventory crunch when every dealer wanted to buy THEIR car, and then they switch themselves down-market pretty quickly to lower trims and lower prices.

The dealer who continues to message and call on that first VOI is watering the seeds of disappointment. Not a great base for a longterm relationship. If you don't have technology to tell you what the individual shopper is CURRENTLY viewing, I'd strongly suggest layering some check questions into your follow-up.

A Kappler said:

I am testing it however if anyone has had success with specific verbiage of a CTA that is currently doing this or specific failures doing this I would appreciate the feedback.

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AK, I am a merchandising specialist.
Being creative needs ways to juice up your imagination:


Shoppers have a job to do. So do your reps. Shoppers want reps to answer questions that they can't answer (so the shopper can complete their mission).

What words will you place on this sign?
IDEAS:
Questions? We're here to help.
Questions? We've got Answers.
Questions? Fast Information, Free & Easy.

Carsten said:

Any stats on why they changed make/models?

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My wise used car manager from 30 years ago used to say, "80% of people don't buy what they set out to buy." 30 years later, I'm no longer pounding pavement and can look at nationalized data to prove him right.

The answer to "why a person does something" is impossible. My theory is that people like to change things when owning something newer. Think about how many times you bought the same make/model two times in a row. Out fo the 40ish cars I've owned, I did it once.

<-- Forum Troll

joe.pistell said:

I miss the live 'cast JB. I'll ck out the recorded version

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You came up a couple times, we were nice

I miss the live 'cast JB. I'll ck out the recorded version

Jon Singo said:

mine are very clean on the topic of current CRM offerings.

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How does one get their hands dirty on the topic of CRM offerings? Side question. What changes have you seen in your Used car inventory levels compared to last year at Performance?

Jon Singo said:

Anyone have experience with Tekion CRM? Seems closer to a CXM and I love what they've done with their DMS.

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We moved to Tekion DMS (DMS & Service Scheduler) in November of 2022 but I pumped the brakes pretty hard on the CRM at the time and then again last year. They're a year or two away from getting to a CRM solution that would be considered competitive within the selection of CRMs that are out there now. You cannot have the CRM without their DMS FYI so when you say, "love what they've done with their DMS", is that because you already have the DMS? I know Tekion is on the forum, and I don't think they would claim to have a top-5 competitive solution today, especially for a multi roof top group. Do I think they're get there, yeah. DriveCentric just seems so far ahead at this point (especially with AI) that I'm committed to them for the foreseeable future.

jon.berna said:

I am curious what the google analytics for the forum looked like yesterday.

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right!

Like you, I thought it would blow up too. It looks like GA4 ignored your work yesterday.

If you've been out of the business for a few years, it is understandable that you wouldn't know options exist to automate equity mining. You can let the technology identify the right customers in equity and configure it to target the cars you want. Then, it sends the offers out digitally (text & email) to push the customer to a digital experience. You get to choose the customer's engagement level with the digital experience before a lead is sent to your CRM to call. It takes the "cold calling" aspect out of equity mining.

As a bonus, the nature of that automation + digital experience allows for conquesting of the service drive. You don't have to have an exact knowledge of the customer's payoff. In a digital world the customer can take control and adjust things for the condition of their trade, whether they even want to trade it (many just want to sell their car outright to you), their downpayment, and they get to explore every car you can sell them.

You can't do any of that with a static offer (mail or email that doesn't have a changeable payment/experience) that ONLY shows the customer they can upgrade to a newer version of the same car they're already driving. 83% of customers bought a different model than what they traded in 2023.

For transparency's sake, I am referring to a solution my other company offers.

Looking forward to it. I've been working on the enhancement most of the week. I am curious what the google analytics for the forum looked like yesterday.

Williams_Heather said:

Do you need a process for incoming leads to the CRM, such as KBB leads, or do you want to track the number of buy-ins they acquire?

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They should go hand-in-hand ideally. No different than tracking sold vehicles.

DriveCentric. I would point out that there are many successful dealers using old guard CRMs like DealerSocket, VinSolutions, and eLead but the key is they have a process, accountability, and training on their CRM. CRMs don't fail. People do. BUT Drive is easier for people to use (plus their app is lightyears better) so that hurdle is lowered significantly when compared to the others. The other advantage of Drive is their integrated AI. Things I would change: Their reporting isn't great, when coming from VinSolutions, and there is no access for Sales Reps to access their reports without giving them manager access.

ChrisB said:

Hello All,

I am a new ISM for a new Ford Dealership that will be opening in the next 90-120 days. I am looking to find a solid CRM/ILM that is not outrageously expensive that works well in a Ford Dealership. (If there is such a thing as CRM/ILM that work better with one OEM than another).

Any advice to question you might have for me please let me know.

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We have four Ford stores and we've used, over the years, DealerSocket, eLead, VinSolutions, and as of November, DriveCentric. Vin was solid but very complicated when compared to Drive. I agree with Marc in that the best CRM is the one your people use. Drive is easier to use than the others but the others are an okay choice IF the teams use it properly. Set up is key and a good launch with training is crucial. Vin does have better reporting but sales people embrace Drive. Pick your poison. You can always reach out to me if you have questions CRM best practice.

joe.pistell said:

someone needs to create a study that compars how cars last longer than ever before against ever longer loan terms. Then, compare the length of ownership of the 60, 72 and 84 month'ers.

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It isn't about the long-term repair cost but more about rolling negative equity. Regardless of the term people finance, they still get new car fever after 18 months. And they're still finding ways to cure that fever.

The main question I have is when are too many buyers stuck in their cars to the point where the overall market feels it? And is that possible to see in the car business alone? Is a situation like that brought on by a completely dead economy?

someone needs to create a study that compars how cars last longer than ever before against ever longer loan terms. Then, compare the length of ownership of the 60, 72 and 84 month'ers.

peppermccormick said:

Question for this group - would you need this buying center CRM functionality to live within your 'selling' CRM or would you be open to having it live outside/ in a different platform or vendor for just your 'buying' team to work out of?

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Why, what is CarGurus working on
I think everyone would prefer a single tool BUT since most CRMs haven't put that on their roadmap, I think many would take an outside tool to show all pure acquisition results from their efforts in all acquisition channels. IMO

Lending Mojo said:

We created our financing program to help our independent dealer friends while they struggle to find lenders. Happy to help. Please reach out anytime.

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Two things:

1. Thank you for giving DealerRefresh an example of the right way for a "vendor" to participate in a thread. You're on topic and presenting something useful in a way that doesn't come off as a sales pitch.
2. I'm very curious in how your services work for my other company (FRIKINtech). We can use more lenders for the independent market and all it takes is a rate sheet to make it happen. I'll direct message you to see if we can get your program in front of our clients.

any further updates on this stuff as we are currently transitioning from a 3rd party financing vendor to working directly with banks/CUs and need solid nation wide options