A CRM is a management solution of customer relationships, focus on different areas: commercial management, marketing, after sales service and quality assurance.
In other words, is a way to be in contact with customers through a specific software support.
When you contact a customer, you enter all the information in the CRM about the prospect: name, telephone number, address, email address, source of the lead, etc.
This is a real behavior customer mapping by data generation that could be used as an input for future strategies and product improvements.
Why does your business need a CRM?
Using a CRM is part of a strategy which has the goal to improve customer service and relationships. This tool together with a customer focused management provides demonstrable results. Therefore, you have a structured commercial management which enhances sales productivity and also builds a deep customer knowledge, that allows you to design more effective marketing campaigns.
A CRM boosts customer engagement and satisfaction which has a positive impact in crossover and recurring sales.
1- Using diary and concisely a CRM allows you to:
Have strategic information and exploit it: The leads will be in the CRM, not in sales rep notes, and sales managers will be able to analyze them, suggest some new strategy, manage the sales force to achieve different goals, etc.
The Sales Manager can watch in a screen all the leads assigned to his salesman and add useful comments like available discounts or special opportunities.
2- You actually know what happens with each lead
The Sales Manager will have access to reports which shows if the salesman has contacted each prospect.
You will be able to analyze each step of the negotiation: quotations, contacts needed to close the sale, reasons for lost sales, between others.
3- You will have a deep customer knowledge to retain them and establish long lasting commercial relationships.
The customer information sheet helps you to know the needs, expectations, job and personal information of each one, which will allow you to be one step forward from them and offer what they are expecting for:
Insurance services for his/her vehicle
Vehicles according to his/her job, family, interests, preference, etc.
Complementary products that can be interesting for him/her
Nowadays it is a must to have a CRM in your dealership. But it is even worse to have one and not to use it at 100% because it will become a waste, not an inversion to improve the commercial management.
Dealerships with the most successful sales team think that a CRM is a partner which contributes to improve the conversion rate from prospects to customers.
Do you want to know more about the best CRM specially developed for the automotive industry? Request a demo.