Those of us with experience in auto groups know this all too well. As a vendor you get limited information about the performance of the dealers in a comparison like this. However as an employee in an auto group with access to everything this is even more clear. A great product/vendor can bridge some of the leadership gap with an effective install, continuous support/training, high ease of use etc. but ultimately the lowest common denominator is the process owner(s). All too often organizations sign up for technology based on the shining objects and not the meat and potatoes. The meat and potatoes are usually driven by the more monotonous activities, which btw create the majority of the results for said product.
Whether it be proper customer information collection processes for CRM, effective creative writing in email marketing or reliable reporting for one on ones with your staff - all of these basics aren't exactly flashy. If they aren't done well the product's results are destined for less than stellar results.
Someone told me once that I remember well, "All of the technology and great products out there don't necessarily increase your results they just increase your odds that you will be successful if you use them correctly."
