In the past, a vehicle sale started and ended on the showroom floor. Today, many of the discovery and purchase steps take place online.
Online retail giants like Amazon have conditioned customers to expect timely and relevant communications across channels, plus a personalized buying experience informed by past behavior.
For automotive retailers, meeting these expectations requires different capabilities within your CRM.
Before, a CRM was primarily a system of record, a place to organize and store customer information. But today, your CRM is a system of engagement.
What does that mean? Your CRM can help facilitate and orchestrate the customer journey through more personalized and seamless interactions across all customer touch points.