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Joe G of Dealere and I talked about this very problem at Pasch's DMSC in Napa a few weeks back.  We're watching an dealer operations evolution where a growing segment of smart dealers are employing far smarter people to manage their site.  These new players will ALWAYS be smarter than the rank and file vendor support ppl.  IMO, the best solution is to modify the enterprise CMS architecture to allow these new players access under the hood.  This way, they're less dependent on support... period. Logically, the level of support these new players need is way up the food chain .