First of all let’s clarify what CRM means. CRM is Customer Relationship Management. The strategy of how you will manage the relationship with your customer and therefore the customers experience throughout the life of vehicle ownership.
Once a vehicle is sold there is no such thing as sold follow up. The customer now belongs to the BDC and the service department. Service BDC is a retention process.
Your CRM tool is just that, a tool to help you manage that relationship.
Here’s where a BDC really matters, Salespeople and service advisors come and go. The BDC can be that entity in the dealership that is always available and ready to provide concierge level service. Magnificence!
For more information on the CRM tool. Check out the post Great Internet Dealers are Great CRM Dealers on our blog, Calls Clicks and Chats, Where Marketing Ends and Selling Begins.