Are you a Mercedes-Benz BDC Manager?

If so, I have put together an exclusive website just for us!

MercedesCRM.com – this is where you can go to voice your opinions and share your comments about the “Mercedes Qualified” CRM Vendors that Mercedes-Benz USA allowed you to choose from and are now currently using.

I took it upon myself to put this site together after attending the MB-BDC meeting in Philly. While I was there, someone had suggested that Managers should be supplied a list of dealers corresponding to each CRM Vendor. This would allow the Mercedes BDC Managers the ability to Network and “Team Up” with other Mercedes BDC Managers in order to help get enhancements features added or changed to their CRM Software. I thought it was a great idea! (if that person ever reads this..please send me an email!).

So, IF you are indeed a Mercedes BDC Manager, please visit MercedesCRM.com or link directly to your corresponding CRM Software Vendor page below.

• Higher Gear CRM
• UDC – Universal Dealer Consultants
• ADP web CRM
• Reynolds & Reynolds Contact Management
• AutoBase CRM
• NCompass CRM
• Elead CRM
• ReckonUp CRM

If you are not a Mercedes BDC manager but are using one of the mentioned CRM Vendors, please feel free to express your comments as well.

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In this article, David Kain suggests how your dealers email Auto Response should be formated. David writes.."Unfortunately, most auto response emails are not an effective greeting for the dealership, and fail to arouse or motivate their audience." This is SO TRUE.

David reviews:
1. Decide who you want to sign the auto response
2. Use a subject line that is relevant to the customer
3. Use your logo
4. Keep it brief
5. Describe your process
6. Provide a link to your website
7. Sign it with complete contact information

Remember not to get too wordy when you describe your process. Keep it simple!

I would also like to add something to step #7. IF your a photogenic person, Include a photo of yourself. Now…I have heard and have read about some consultants not agreeing with this action. However, from my own personal experience, including a photo of yourself really adds a personal touch to your emails/auto responder and can increase your response rate. Plus, I have found that your customer is more likely to ask for you by name when they visit the dealership.

Read the entire Article :: Dealix Dealer Newsletter: Create an Effective Auto Response Email.

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Jasen Rise writes a nice article for Dealer-Magazine about how one could and should set up their follow-up process. (It almost looks as if he was in my personal files) After several years of "trying" to perfect the ideal follow-up process I have found you need to cater it your specific cliental, however in general this is a GREAT example!

He mentions that "Some have suggested that this process calls for too many customer contacts"…I’d like to know who would suggest this? I actually encourage a few more emails within my follow-up process. Jason also talks about setting up your Lead Management system to send out your automated emails accordingly. Absolutely, but be careful not to make your email sound to canned. I truly encourage one to have their templates set up to to read like you are emailing a friend. Don’t get too wordy. I have received more responses from my short and simple emails then I have from the long winded and sales like emails. Nice Job Jasen!!

Read this Artical Link: Dealer magazine.

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Have you ever stopped to think about how well you know your customers? Sure, they come and go.  Some of them just window shopping (or internet browsing) while others stay for a while then leave just before you close the deal. You know the drill, they come in, they really don’t say much and before you start a conversation they have given you that dreaded “stay away” look. Or what about the customer who just wants to know how much they are going to pay, are you willing to help them or not? Then there are those who actually ask for your opinion and are delighted when you provide them with professional friendly service.

Do you REALLY know everyone who walks through your dealership doors?…Continue Reading

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What does Customer Relationship Management, or CRM, mean to you? Is it signing up with a call center to make customer service calls to all your prospects and service customers? Is it hiring a team of customer service specialists to handle inbound and outbound calls? Or is CRM as simple as hosting a barbeque once a month for all your sales and service customers? While dealers may have an infinite number of ways to define CRM and the best strategy and tactics for implementation, one thing they can all agree on is the desired results: …Continue Reading

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