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CRM IS used by salespeople... CRM has replaced the yellow pages. I honestly can't do any better than Dan's most excellent post.As a product manager in this space, I'd be developing (at least internal) KPI's to see and watch how/if my fancy features are being used like they were designed to be used. And when you learn they are not, the hardest question of all: Why?As far as reporting/metrics/analytics... I've found that developing reports for Dealers has been a lose-lose proposition. No matter how fantastic a set of data you put together to tell the story, someone always wants another column, or something moved, or something re-labeled. Hard to win that way. I believe that if there is a sufficient focus on the data (which means that you cannot rely on users to be the stewards of good data), the key is to make that data available to Dealers (or support) to "visualize" or configure to preference.
CRM IS used by salespeople... CRM has replaced the yellow pages.
I honestly can't do any better than Dan's most excellent post.
As a product manager in this space, I'd be developing (at least internal) KPI's to see and watch how/if my fancy features are being used like they were designed to be used. And when you learn they are not, the hardest question of all: Why?
As far as reporting/metrics/analytics... I've found that developing reports for Dealers has been a lose-lose proposition. No matter how fantastic a set of data you put together to tell the story, someone always wants another column, or something moved, or something re-labeled. Hard to win that way. I believe that if there is a sufficient focus on the data (which means that you cannot rely on users to be the stewards of good data), the key is to make that data available to Dealers (or support) to "visualize" or configure to preference.
