CRM & Lead Management

The automotive sector is undergoing a major transformation. The shift from internal combustion engines to electric vehicles, the arrival of artificial intelligence in business processes, the spread of software-defined vehicles, and the growth of digital sales channels are not only changing cars — they are also driving significant change in automotive retail.

Today we need to think about what a successful automotive dealership should look like in the years ahead.

The real competition is about being able to manage the customer's lifecycle.

To truly understand what is happening in the market, it is important to understand the business at the transaction level — meaning every customer interaction and every invoice within the business must be analyzed and profiled;

Who are you selling to?

- Where are they located?

- What do they buy?

- How often?

- At what price, and therefore what discount?

CRM reporting gives you a summarized picture of your business by channel, and daily reporting delivers this even faster; analyzing transactions is essential to answering these questions.

As a result, future sales and marketing activities can be planned and executed more effectively and accurately, both at the dealership level and from a network-wide perspective.

CRM can be applied to vehicle, service, and parts sales activities, helping you evaluate your business holistically and make more accurate decisions for the future.

Lead management can increase sales efficiency by bridging marketing and sales/after-sales activities. By qualifying leads, engaging with them, and analyzing them, we can expand and develop our customer portfolio.

We should approach the new lead management model within the framework of acquiring customers, managing data, building loyalty, selling digital services, developing subscription models, and offering mobility solutions.

The steps of an effective lead management process are: recognizing and understanding leads, gathering information, developing the relationship, converting to a sale, and follow-up and tracking.