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The best ILM was AVV’s Webcontrol. It was so simple and gave you true oversight on all leads. No CRM has come close to duplicating what this little tool did in the late 1990s. What is now called “the CRM” had a nice little ILM that became iMagicLabs in the early/mid 2000s. That too, was a more elegant solution than what we have today, for leads.The single person handling all leads doesn’t exist anymore. Those of us who had the Internet Manager role during those days are no longer at those dealerships or moved up in roles. The Achilles heel of those systems was us. If the “expert” was no longer using that tool, that tool died. Thus, we have bland CRM systems stuck in a feature parity chase because the front door on the dealership revolves. The new guy only wants what he had at his old dealership. The vendor has to have the same features and flows to have a chance at retaining the dealership at that point. And it works the same way for a new vendor trying to come in. Dealers are too busy to have an open mind every day.You are witnessing Tekion crashing against this right now. The shiny new trinket phase has warn off. They have crested the early adoption chasm. The end of the grow grow grow phase is plagued by scale scale scale and the quick get-to-market decisions show their ugly downsides in glitches and bugs. They will overcome it to find their spot in the pecking order soon. This is totally natural.CDPs are shiny new things right now. AI too. In two more years we will have different opinions about these things as we better understand these techs’ limits. CRMs are 30 years old. They need an evolution or disruption.
The best ILM was AVV’s Webcontrol. It was so simple and gave you true oversight on all leads. No CRM has come close to duplicating what this little tool did in the late 1990s. What is now called “the CRM” had a nice little ILM that became iMagicLabs in the early/mid 2000s. That too, was a more elegant solution than what we have today, for leads.
The single person handling all leads doesn’t exist anymore. Those of us who had the Internet Manager role during those days are no longer at those dealerships or moved up in roles. The Achilles heel of those systems was us. If the “expert” was no longer using that tool, that tool died. Thus, we have bland CRM systems stuck in a feature parity chase because the front door on the dealership revolves. The new guy only wants what he had at his old dealership. The vendor has to have the same features and flows to have a chance at retaining the dealership at that point. And it works the same way for a new vendor trying to come in. Dealers are too busy to have an open mind every day.
You are witnessing Tekion crashing against this right now. The shiny new trinket phase has warn off. They have crested the early adoption chasm. The end of the grow grow grow phase is plagued by scale scale scale and the quick get-to-market decisions show their ugly downsides in glitches and bugs. They will overcome it to find their spot in the pecking order soon. This is totally natural.
CDPs are shiny new things right now. AI too. In two more years we will have different opinions about these things as we better understand these techs’ limits. CRMs are 30 years old. They need an evolution or disruption.
