- Aug 8, 2019
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Looking for some CRM user feedback - which one?
- Thread starter Tony Howard
- Start date
@john.quinn and I have been looking at pretty much all of these systems A LOT over the past few months for integration purposes. He can speak to some of them more than me, but I am really liking DriveCentric at the moment.
Allow me to color what I like in a CRM system:
#1 is it simple enough for my people to work in every day?
#2 can I have at least some small measures of what looks like a quality job (just telling me how many calls were made or emails sent is not a measurement of quality)
#3 is it simple enough for my people work in every day
Never forget that if your people are not communicating with your customers you are wasting your advertising spend and you're also not selling cars. All that fancy reporting and pencil tool and credit application connection and AI and texting capabilities are all B f'n S if your people don't use the basic bits. DriveCentric puts the basics out front.
P.S. I do not work with DriveCentric. I do not know anyone over there. We only have mutual clients.
@Alex Snyder , in 20 words or less, please elaborate on #2.
Seriously, in your mind what type of small measures do you consider to be acceptable?
- Feb 15, 2016
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That was a fun night at kona. Lol. Memories while going #LiveWithDrive
@Tony Howard. Happy to see we are on the radar.
- May 1, 2006
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One example in less than 20 words: number of responses to emails sent by CRM users = measure of email quality.
@Alex Snyder thanks for the reply. I accidentally deleted the punchline for my dumb humor. The 20 words was a joke.
I like your 20 word answer for sure! Engaged emails rather than number sent or number opened. Like, how many actually worked!
Any other input would really be appreciated.
Thanks
- May 1, 2006
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Quality emails (engagement rate) have been covered, but here is that metric again:
#of email replies from customer ÷ # of emails sent by users = response rate ...with drill-downs, this is an excellent inspection point
A quality email template report can be found in eLead CRM
#of email replies from customer ÷ # of email TEMPLATES sent = template effectiveness
Gaming CRM entries on the floor
# of sales ÷ # of customers entered into the CRM = closing rate ...if the percentage is higher than 30% the chances are high that salesperson is only entering customers deemed worthy of his time. If that percentage is lower than 10% chances are that person can't close a door with a hurricane behind it (or they are handling internet leads)
Those are simple ones you can measure fairly well that applies to most stores. Here are some that you will need to massage for your own situation.
Capturing phone ups
# of floor ups ÷ # of phone ups = ______ (assumes you have a higher number of floor ups than phone ups logged to start, but if you don't reverse the equation) ...first off, who is answering the phone and what are your expectations of that person? Second, is that person also taking ups on the lot? Third, if yes, then you should average your entire store's phone to floor up ratio and look at who performed below that number. WORD of CAUTION: this is typically not a beat someone over the head issue. Usually, it is a confidence on the phone issue. Seek training first.
Appointment creation
# of sales ÷ # of appointments = ______ ...again, you want to average this out for the entire store and take a look at who is performing below that line.
Appointment quality
# of appointments shown ÷ # of appointments created = show rate ...and most CRMs have this metric. Again, you should start by averaging out the entire store and then looking at the people performing below average. A lot of the time, fudging gets out of hand when creating appointments is part of a pay plan.
I have hundreds more of these. The ones listed here are fairly basic and, unfortunately, not always trackable in CRMs
#of email replies from customer ÷ # of emails sent by users = response rate ...with drill-downs, this is an excellent inspection point
A quality email template report can be found in eLead CRM
#of email replies from customer ÷ # of email TEMPLATES sent = template effectiveness
Gaming CRM entries on the floor
# of sales ÷ # of customers entered into the CRM = closing rate ...if the percentage is higher than 30% the chances are high that salesperson is only entering customers deemed worthy of his time. If that percentage is lower than 10% chances are that person can't close a door with a hurricane behind it (or they are handling internet leads)
Those are simple ones you can measure fairly well that applies to most stores. Here are some that you will need to massage for your own situation.
Capturing phone ups
# of floor ups ÷ # of phone ups = ______ (assumes you have a higher number of floor ups than phone ups logged to start, but if you don't reverse the equation) ...first off, who is answering the phone and what are your expectations of that person? Second, is that person also taking ups on the lot? Third, if yes, then you should average your entire store's phone to floor up ratio and look at who performed below that number. WORD of CAUTION: this is typically not a beat someone over the head issue. Usually, it is a confidence on the phone issue. Seek training first.
Appointment creation
# of sales ÷ # of appointments = ______ ...again, you want to average this out for the entire store and take a look at who is performing below that line.
Appointment quality
# of appointments shown ÷ # of appointments created = show rate ...and most CRMs have this metric. Again, you should start by averaging out the entire store and then looking at the people performing below average. A lot of the time, fudging gets out of hand when creating appointments is part of a pay plan.
I have hundreds more of these. The ones listed here are fairly basic and, unfortunately, not always trackable in CRMs
DriveCentric. Pros: - its stupid simple. Cons - its stupid simple.
If you are accustom to the administration of other CRms liks elead or dealsocket - like me - and were the Admin for multiple stores, you will be a little bit frustrated at the lack of back end things you can't do...BUT....it is ridiculously simple to use for a sales agent. Video, text, email, are all in one spot and as a managers you are never more than 1 click away from an activity report or a custom report that you want to create.
I could write you an essay on the subject but do yourself a favor a check out DriveCentric.
In the end, it doesn;t matter what your CRM can do - if it is not simple enough that a 5 year old couldn't use it then its not going to work for you. Sales Agents will find any excuse to not use a CRM and so will your Management staff. I don't care if the CRM you want has the technology to land a rocket on the moon - be honest - no one at your store is going to use even 10% of what it can do. Count the clicks. If it is more than 2 to do anything than good luck to you.
If you are accustom to the administration of other CRms liks elead or dealsocket - like me - and were the Admin for multiple stores, you will be a little bit frustrated at the lack of back end things you can't do...BUT....it is ridiculously simple to use for a sales agent. Video, text, email, are all in one spot and as a managers you are never more than 1 click away from an activity report or a custom report that you want to create.
I could write you an essay on the subject but do yourself a favor a check out DriveCentric.
In the end, it doesn;t matter what your CRM can do - if it is not simple enough that a 5 year old couldn't use it then its not going to work for you. Sales Agents will find any excuse to not use a CRM and so will your Management staff. I don't care if the CRM you want has the technology to land a rocket on the moon - be honest - no one at your store is going to use even 10% of what it can do. Count the clicks. If it is more than 2 to do anything than good luck to you.
- May 1, 2005
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My sales people utilize the CRM, I would guess better than most. BUT if the Desking Tool was NOT part of the CRM - no other manager here would EVER look at it. NEVER!!! We have a sales manager that has never left the Desking Screen, couldn't pull nor read a report is his life was dependent upon it. I honestly don't know how he managers his people without using the CRM. Oh wait... he doesn't.
It's always fun to see my staff squirm when I pull activity logs/reports to question their activity (or lack thereof). Doesn't take many times for their activity levels to increase.
And yes, I also double check to see if they are real calls, or not. They tried that trick on me, too. Let them walk right into the next meeting thinking they had me fooled.
And yes, I also double check to see if they are real calls, or not. They tried that trick on me, too. Let them walk right into the next meeting thinking they had me fooled.
- May 1, 2005
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Inspect what you expect! You gotta hold your team accountable. It's the best thing for them, and they WILL thank you later. Even if it's 10 years down the road under a different employer.
