@todd.smith Great idea...BUT. I think most CRM's provide some aspect of "creepy" data within their CRM in the form of social media insight or data append services. Even so, pursuing the customer via any other means than what they provided is a questionable practice. If someone only provides an email, how does having their phone number help us? I can assume that if the customer wanted a call, or even a text, they would've provided their phone number. Thoughts on how that should be handled?
I heard it this morning reviewing lead handing from Saturday. Customer provided an email only on a lead from Saturday BUT had submitted email and phone on a shopping lead in 2017 so the CRM plugged in that full data. On the recording of the outbound call from Saturday the customer's first statement was "how'd you get my number? I only gave my email." Luckily, the sales person recognized the lead from 2017 and remembered our training and confidently replied, blaming our "system", "looks like you had shopped with us in 2017 so the system added your phone number". The customer reply was basically acceptance. If I don't have a previous record, will a customer today accept "our system plugged your information in"?
Secondly, the other underlying issue is "paralysis by analysis" that we give our sales teams if we aren't careful. Sometimes too much information forms an opinion based on assumptions. Having sales teams dig into social profiles may form a mental block that prevents someone from reaching out to a lead with a positive outlook. I recall when Ford Direct started including market data like household average income, etc, on leads. I would get guys that wouldn't pursue the leads on new cars because the data FD sent reported "average household income $48,000" and the lead was on a Lariat F-150. They would form an opinion and then half-ass the pursuit. I would see the same thing happening if we add social review to our internet process. We have, however, when a lead's contact information proves to be bad, have used FB Messenger to reach out but then are very clear of who we are and why we are messaging them. "Hey Bob, Dan with Anderson Ford, just checking to see if you had submitted a request on a 2017 Toyota RAV4. Your name was sent to us but we couldn't get the phone or email to work. If that wasn't you, nothing needed on your end, if it was you, can you reply with the best phone for a quick call or text? Thanks and have a great day!"
Lastly, if I figure out that someone is friends with my sister or works for a company that my buddy is at, what is the word track to arrive to that information with the customer? "Hey Bob, was just doing some digging and see that you are friends with my sister"? I would rather arrive at that information naturally. Do you see dealerships doing well with sharing this information in a way that isn't creepy?