Why CRM is Vital to Automotive Shop Success Part 2 [THA 365]
Episode 365 •
1st February 2024 • Remarkable Results Radio Podcast • Carm Capriotto, AAP
00:00:00
00:39:54
Shownotes
Customer Relationship Management (CRM) systems are more than just tools; they are the lifeline of customer engagement and business growth.
Explore strategies for identifying and re-engaging lost customers, adapting CRM practices to changing customer behaviors, and personalizing communication.
Gregg Rainville, Steer by Mechanic Advisor. Greg's previous episodes HERE
Jessica Carrino, Sparks Tire & Auto, St. Charles, MO. Jessica's previous episodes HERE
Jaron Kleber, Repair Shop of Tomorrow, National Sales Manager. Jaron’s previous episodes HERE
Steve Finzel, Finzel’s Mastertech, Terre Haute, IN. Steve’s previous episodes HERE
Show Notes:
- Watch Full Video Episode
- Why CRM is Vital to Automotive Shop Success Part 1 [THA 359]: https://remarkableresults.biz/remarkable-results-radio-podcast/a359/
- Effective CRM management (00:02:12) The importance of actively managing a CRM system to maximize its potential and impact on the business.
- Quality assurance in CRM (00:03:23) The importance of testing and ensuring the accuracy and effectiveness of marketing materials and communication sent through CRM.
- Customer communication preferences (00:05:05) Discussion on the shift towards text messaging as a preferred mode of communication and its impact on customer engagement.
- Email collection and personalization (00:08:25) Strategies for collecting email addresses and personalizing communication to enhance customer interaction and response rates.
- Continuous process improvement with CRM (00:14:36) The need for ongoing review and improvement of CRM processes to adapt to changing business dynamics and customer preferences.
- Identifying Lost Customers (00:18:23) Strategies for identifying lost customers based on seasonal changes and evolving customer behaviors.
- Adapting to Changing Customer Behaviors (00:19:28) Adjusting lost customer parameters due to changes in vehicle maintenance intervals and driving habits post-COVID.
- Utilizing CRM for Customer Engagement (00:20:38) Leveraging CRM data for customer engagement, tracking visit frequency, and utilizing CRM for personalized communication.
- Benchmarking and Regional Data (00:23:22) Understanding CRM benchmarks, lead conversion rates, and the significance of regional data for performance evaluation.
- Leveraging CRM Data for Business Improvement (00:24:24) The role of CRM data in formulating business strategies, performance improvement, and the value of coaching support.
- Optimizing CRM Communication (00:27:30) Efficient use of CRM for automated communication, personalized messages, and improving customer experience.
- Consistent Communication through CRM (00:28:01) The use of canned texts and consistent communication through CRM for enhanced customer experience.
- Customer Review Management (00:32:28) Leveraging CRM for timely customer review requests and strategies for improving review response rates.
- Shop Management Coaching (00:36:07) Discussion about the potential for shop management coaching and consulting services for software systems.
