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Great points Jeff. I have take the generic lead source "phone up" completely out of our CRM system. Our sales people can no longer log a customer using that term. I insist that my sales force find out as best they can where the customer viewed us. I already know they called in on the phone because the CRM logs all of the calls. For example, a customer is on one of my AT VDP's and the clicks through to my website. They will probably not call from the AT tracking number but the toll free tracking number on my website. Either way I know that the lead is really internet related, but with proper questioning of the customer I can attribute the lead to AutoTrader.The same goes with "floor up" or "drive bys". I have not gone so far as to remove those types of leads out of the sytem yet. But the same philosophy applies. Something brought the customer to my store, its our job to find out what it was.
Great points Jeff. I have take the generic lead source "phone up" completely out of our CRM system. Our sales people can no longer log a customer using that term. I insist that my sales force find out as best they can where the customer viewed us. I already know they called in on the phone because the CRM logs all of the calls. For example, a customer is on one of my AT VDP's and the clicks through to my website. They will probably not call from the AT tracking number but the toll free tracking number on my website. Either way I know that the lead is really internet related, but with proper questioning of the customer I can attribute the lead to AutoTrader.
The same goes with "floor up" or "drive bys". I have not gone so far as to remove those types of leads out of the sytem yet. But the same philosophy applies. Something brought the customer to my store, its our job to find out what it was.
