Steve Roessler is the Chief Evangelist at DriveCentric, a modern take on an automotive CRM that features unified customer communications in an easy-to-digest interface. Steve shares his vantage point about why engagement is the key metric that dealerships need to track and how that's helping his client partners realize greater sales success.
What we discuss in this episode:
Steve came to the automotive industry from the medical industry and shares some of the biggest differences between the two industries. When first getting started in automotive, he thought it was funny that salespeople needed reminders to follow up with prospects. That was unheard of in the medical field.
Steve explains that the KPI for dealerships inside of a CRM should be engagement. "That's what most CRMs lack — a focus on engagement rather than keeping a database of information. You're shooting yourself in the foot if you aren't tracking engagement."
When engagement is the focus, response times go down because every interaction is treated almost like a text message. It's like an ongoing chat rather than a template-heavy interaction.
Listen to the full episode for insights and context from Steve Roessler!
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