There are several good reasons for dealerships to use web based CRM tools. Security is one of them.
As long as your contract with your vendor states that this intellectual property belongs to you, you're covered. If a client were to fire me today, I would place ALL of his web site material, reports, and any CRM database info on a CD-ROM and Fed Ex it to him.
If you are using a manufacturer aligned company or a company that cannot put that in writing, don't use them.
A good reason to have it hosted off premises is so that the eventual disgruntled employee does not gut you. I will spend three days in Houston sorting out that type of mess for a new client. Their internet director (three points of sale) completely gutted them. They have no records.
I have seen dealers who try to manage this on a paper based system or with proprietary self hosted software, it's laughable. Dealerships will never manage such a paper monster properly. There is already so much redundant data entry that dealerships need to plant trees to replace the paper.
As for DMS systems helping out, forget it. Unless you are willing to spend BIG $$$.
Any technology partner that you select for your web activities should be able to offer you real dealership personnel to assist you with training your personnel. They should also offer great creativity in design of your web site, hosting on their servers (not reselling someone elses), manage your email, and provide an advanced lead management system. This partner and you should create a long-term plan for integration of all of your profit centers.
In my opinion, if you do not have these things, you do not have the right partner or lead management system.
Bruce Bingham
bbingham@thirdcoastmedia.com[This message has been edited by BBingham (edited 08-12-2000).]