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Seven Questions to Ask When Considering a CRM
Do you have a customer relationship management (CRM) system? Does your CRM significantly improve your dealership’s bottom line? Modern CRM solutions produce real results including up to 30% greater sales and up to 35% improvements in customer satisfaction.1
How can you achieve those results? First, break the mold of “This is how we’ve always done it,” and give employees tools for greater collaboration across departments. Improve productivity by automating many of the time-consuming, manual processes, freeing employees to focus on customers instead of paperwork. And that’s just a start.
Think about the status of your current operation as you answer these seven questions:
1. Can you see all the information about your customer on one screen?
Isolating vital information in siloed systems (or worse: spreadsheets and notebooks) puts your staff at a disadvantage while interacting with customers. Worse, you miss critical opportunities to connect with your customer because of the limited perspective.
When customer information resides in multiple locations within your dealership, a CRM creates immediate impact. If your dealership falls into this category, that is a bright red flag indicating your need for a CRM system.
A CRM ties customer contact information, orders, service history, and interactions into one access point to create a full 360-degree perspective. It gives you the ability to search, track, sort, and analyze quickly so that you can act.
2. Do you have insight into sales and service performance?
Without a single view of your customer, it’s also probable that insight into the activities of your sales and customer service teams remains limited — at best. A CRM brings transparency to their day-to-day efforts, giving you the ability to help them succeed and maintain accountability.
3. Do you create analytics reports manually?
Analytics are valuable. So valuable that we willingly expend large amounts of time and energy to manually create and recreate reports on an ongoing basis. A CRM automatically does all that work for you — any time you want — so you can concentrate on interpreting the insights it reveals and translating them into actions.
Imagine starting every day with a progress-toward-goals report for your sales team and only having to click once to make it happen. That’s the power of a CRM.
4. Is tracking customer data an issue?
If customer follow-ups force you to scramble just to understand the call’s objective, then you clearly need a CRM. When every interaction with a customer or prospect is tracked, you never lose a detail, and you give yourself the best opportunity to make the sale.
Experiencing turnover in your sales team? A CRM ensures continuity with your customers, making it easy for anyone to pick up where the departed rep left off.
5. Can you access customer information away from the office?
Cloud-based CRM systems ensure that every user has access to the same information, no matter when or where they work. Reps on the road can instantly update records or log work requests, while service and settlement departments can access and act on the same information.
A CRM makes critical resources available to reps in the field, enabling them to close the deal immediately. Furthermore, it ensures that valuable information is collected and recorded for follow-up, settlement, and analysis.
6. Can you easily personalize offers and content?
Sending the same offers and messages to all your customers and prospects results in information overload — and they’ll probably stop paying attention. Command their attention instead, with targeted messaging: Ag, turf, forest, or construction? Hot lead or kicking the tires? Proximity to which store? A CRM gives you the ability to deliver offers crafted to each lead’s personal needs and interests. That’s a win-win.
7. Can your CRM support you through growth?
If your dealership added 2 locations this year, could you absorb the extra work? What about 6 new locations? What about 15? Would that volume break your business processes?
Growth is the reward for success. Don’t let limited business systems keep you from enjoying it. The right CRM grows, flexes, and evolves with your business needs, adjusting to scale and streamlining assimilation.
A Proven Technology Track Record
Anvil’s cloud-based CRM and inventory solutions are built using powerful Salesforce technology. Choose the CRM with a proven track record for improving sales, customer satisfaction, productivity and more.
Anvil’s cloud-based CRM and inventory solutions are built using powerful Salesforce technology. Choose the CRM with a proven track record for improving sales, customer satisfaction, productivity and more.
With the ability to integrate with existing dealership technology, Anvil consolidates your customer and inventory data into one platform. This allows your teams to effectively communicate and share information efficiently.
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