Back in 2002 DM was interested in buying my company but we weren't in the market to sell. ProResponse has been around since 1998 (before anyone ever heard of CRM) in the car and RV arena. We also have clients in Canada and Mexico.
The three main problems with CRM are:
1. Too expensive.
2. Lack of adoption by the users.
3. Way too complex for most sales reps and managers.
It seems that everyone tried to "outbellandwhistle" the next company with functions that no one ever used. Car guys are not programmers and never will be. It has to be simple or it won't get used.
Somewhere the "Customer" got lost in Customer Relationship Management. It's all about following up and getting the right message to the right customer at the right time.
Any CRM initiative should be easy enough to track and market to Internet leads, Phone ups, Floor Traffic, Sold/Leased and Service customers with minimal involvement from dealer personell. Make it easy, show them results and you will have their business forever!
The three main problems with CRM are:
1. Too expensive.
2. Lack of adoption by the users.
3. Way too complex for most sales reps and managers.
It seems that everyone tried to "outbellandwhistle" the next company with functions that no one ever used. Car guys are not programmers and never will be. It has to be simple or it won't get used.
Somewhere the "Customer" got lost in Customer Relationship Management. It's all about following up and getting the right message to the right customer at the right time.
Any CRM initiative should be easy enough to track and market to Internet leads, Phone ups, Floor Traffic, Sold/Leased and Service customers with minimal involvement from dealer personell. Make it easy, show them results and you will have their business forever!
