How AI Improves the Entire Customer Experience, Hunter Swift

Clubhouse: Pitch Tank by Auto Genius, featuring Hunter Swift, STELLA Automotive AI

Changing Your CRM and Finding Success:

Changing your CRM is never easy but here are some reason why it might be worth it. Changing your CRM allows your management to evaluate their current CRM and its processes. It's a sign to your sales staff that the dealer is investing into their success. It gets everyone on the same level and allows management to focus on training (both on the CRM and sales processes). A new CRM usually has new tools that help salespeople be more efficient, generate new opportunities and improve tracking. It's also a great time to enforce new rules, "every up in system" "you have to do your tasks", and allows management to be more in part of coaching, goals and accountability. Once you decide to make the change here are some tips to help you be successful. 1. Upper Management needs to be involved. Salespeople and management have to know its use is required and must be enforced to keep them accountable. 2. Dedicate time for your staff to learn new CRM. They have to attend training. No stepping out to take a call or work a deal. Make sure sales reps pass some sort of certification before they can go back on the floor. 3. Continue with on-going CRM training. Spend time each week focusing on learning different parts of the tool. 4. Its is super important that every up gets put into the CRM. Every time an up doesn't get put into the CRM is effects ROI, Reporting and future follow up. 5. Replace the stock email templates with your own. If a competitor near you is using the same CRM, the customer will most likely receive the same emails from both dealers. The stock templates also look very automated, make them look like the salesperson sent them. 6. Make sure you turn on as much automation as possible. One of the most valuable features of the CRM is its ability to create automated marketing campaigns based on data. Every person in CRM should be enrolled in some type of campaign. 7. Managers need to make sure they are setting goals with the salespeople, going over their metrics and coaching them to help them be successful. 8. Make sure you are aware of all of the add-ons you got with your CRM and that they are turned on and using them. 9. Identify CRM "Power Users" in-store right away. Help them to become champions of the tool. They can become leaders and trainers in store for fellow employees and new hire. Invest in their training, send to company for additional training, certification, user summits, and trade shows. 10. Make sure to evaluate your CRM every 6 months, that its doing what you signed up for it to do. Avoid falling back into old process.