Why CRM is Vital to Automotive Shop Success Part 2 [THA 365]
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.
Thanks to our Partner, NAPA TRACS
NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/
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About the author, Carm Capriotto, AAP
Carm is the founder and host of the Remarkable Results Radio Podcast and the pioneer of automotive aftermarket podcasts. Carm calls on his years of experience in the aftermarket to bring engaging stories from his guests.
Listen to raw, unfiltered, honest, and sincere stories that include insights, trends, best practices, and expertise. Each interview brings an opportunity to learn one new thing through the stories of personal achievement. Many podcast guests tell their story of transformation from working in their business to working on it.
As host of over 1,000 episodes, Carm uses his enthusiasm and passion for the aftermarket especially the service sector to take his listeners on a journey showcasing successful service professionals’ paths to Remarkable Results. He also enjoys interviews with aftermarket industry thought leaders who bring their industry perspectives to his listener.
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