Hello All!
It's good to see that there are still some of us alive and kicking out here in the cyber world. Whew! I was wondering what had happened.
Anyway, to answer your questions, I offer the following responses:
To Question 1, I prefer the Cowgirls!
To Question 2, My definition of CRM would be the effective use of customer data to build relations in all areas of any business. For instance, if I were a salesperson, and I contacted a customer of mine for a 90 day follow-up call and he/she stated everything was going fine except for the fact that they broke their leg skiing, I would add that to my notes on that customer. 90 days later, when I follow up with that customer again, I can refer to how they are doing in reference to their broken leg, thereby building stronger relations; emphasizing a caring side or concern for their well being; and at the same time getting more information for the future.
If I were a service advisor, I could review all the customers that were sold a vehicle on any given day and invite them in for a fun class on basic vehicle care and maintenance. I can offer them coupons and incentives to keep coming back. I could browse the salesmans notes that are linked to the customer file and refer to how well that customer is doing also.
If I were in the parts department, the same applies. Asking a customer non-intrusive questions and getting a response is data that can be collected and used for the benefit of building upon the relations between the customer and the dealership, (or any business).
To Question 3, I now know a few more than just me, thanks to your question being posted here in the "Dealer Forum".
Have a great, yet safe holiday sseason!
Sincerely,
------------------
Dean Swindler
Internet Manager
The Rowe Dealerships
www.roweauburn.com