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NEXT GENERATION AUTOMOTIVE CRM
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Identifying, attracting and retaining customers through search strategies, online
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email 15 - 16 August 2006 • Marriott Manhattan Beach, California
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Order documentation Mr Mike Johnson
Newsletter Owner / President
ANTELOPE VALLEY FORD / SHUTTLE LINCOLN MERCURY
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Group discounts Mike Johnson attended Thousand Oaks High School and graduated in 1967. He
then move to Ventura and attended Ventura College until 1969. In 1969, he came to
the San Fernando Valley with $400 in his pocket seeking a degree in mathematics
Tell a friend in order to pursue a teaching career. He graduated from Cal State Northridge in
1972. In the fall of 1973 during the beginning of the Arab oil embargo, he took a
quarter off from working on a master’s degree in order to sell cars and to make
some money to finish his degree. He has been in the car business ever since. In
September 1973, he started at Hart Toyota and was there for 11 months. He then
moved to the new Ford dealership in Woodland Hills, called Vista Ford. He worked
for the owner, Steve Shukin, until September 1979, when Steve made him a partner
in the newly acquired Lancaster Ford. At that time, he was the youngest Ford dealer
in the United States to ever be awarded a franchise. He went on to be involved in
several other franchises including Jeep and Kia, and recently built a new point
Nissan store in Clovis in the Fresno market area. Mike is a 26-year Ford and Lincoln
Mercury dealer in Lancaster. He has built ten dealership facilities and is currently in
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the process of building number 11. Mike’s graduate work was performed in the area
of statistics from UCLA Extension, and today he holds a high school and junior
college teaching credential. Mike is the chairperson of the first ever self-insured
Worker’s Comp company in California called Ad-Comp. He has been a member of
the Board of Directors for Southern California Ford Dealer Advertising for 12 years.
Mr Richard Fisler
Corporate Marketing Director
Richard Fisler is the Director of Corporate Marketing and Corporate Projects for
Conant Auto Retail. The CAR Group is a privately held company in Southern
California comprised of 9 domestic and import franchises including Norm Reeves
Honda, the Nation’s number one volume Honda Dealership.
Mr Fisler oversees marketing, database and relationship marketing and has
designed and developed several database products including CRM products. He
also manages the company’s web presence and oversees Ecommerce efforts. Most
recently Mr Fislers responsibilities have been expanded to include corporate
projects and development.
Mr Fisler has over 25 years in the automobile industry and has been with The
C.A.R. Group for over 15 years.
Mr Ralph Paglia
Ralph Paglia is Director of CRM and eBusiness Operations at Courtesy Chevrolet in
Phoenix, AZ. Courtesy Chevrolet is a privately owned dealership that has become
the largest total sales volume new Chevrolet dealer in America. The company’s
sales volume leadership began with 2004 calendar year sales after implementing a
Business development Center (BDC) and a separate, dedicated Internet Sales
Department in 2003.
Ralph’s day to day responsibilities include the direction and leadership of 5 team
managers and their staff of over 40 people who handle inbound and outbound
communications with existing customers and sales prospects using telephone,
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email and face-to-face meetings. He is deeply involved in both traditional and
interactive marketing strategies, campaign management and serving as a leader
After completion of a Bachelor’s Degree in Finance and Marketing from Valparaiso
University, Ralph obtained his MBA from SUNY Buffalo immediately prior to joining
the De La Fuente Automotive Group of San Diego, CA in 1981. While working in
San Diego’s retail automotive industry for over 8 years, he served as a salesperson,
floor manager, sales manager, general sales manager, finance and insurance
director and general manager. After that, he served as a nationally recognized retail
automotive sales and management trainer for several years. In 1998 he worked for
the Red McCombs Automotive Group in San Antonio as their recruiting and sales
training director. In 1999 Ralph went to work for the Half-A-Car Group as a Cyber
Car eBusiness Consultant. HAC Group was acquired by the Reynolds and
Reynolds Company of Dayton, OH in May, 2000. After the acquisition, Ralph was
promoted several times and served in various capacities including Technology
Assisted Sales (TAS) Team Leader, Reynolds Consulting Services (RCS) Practice
Leader for CRM and eBusiness, as well as the RCS subject matter expert for Car
Company CRM program development. His most recent role before leaving
Reynolds, was as an OEM Solutions Development Leader specializing in CRM
technologies and program implementation. While serving in that capacity, Ralph
was introduced to the Gruwell family which owns and operates Courtesy Chevrolet.
The Gruwells successfully recruited Ralph in the Summer of 2005 and he began his
current role at Courtesy Chevrolet on August 15, 2005. Mr. Paglia has become well
know throughout his career as a passionate and insightful leader in the
development and implementation of highly effective customer management
business practices. During his 6 years at Reynolds, he led the development and
design of nationally implemented CRM and eBusiness retail dealership programs for
Ford, Honda, Mercedes-Benz, Toyota and other car companies. Some of his more
recent accomplishments include designing Ford’s dealership BDC program and
training over 50 consultants who successfully delivered the installation of over 500
Business Development Centers. Ralph led the Reynolds Consulting team that
designed and installed both the Mercedes-Benz StarLeads eBusiness system and
the Mercedes-Benz BDC dealership implementation programs for MBUSA.
Ms Christine MacKenzie
Executive Director, Multi Brand Marketing & Agency Relations
Christine recently has been appointed to the position of Executive Director, Multi
Brand Marketing & Agency Relations. Her career spans 25 years with the Chrysler
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Her first position was with Finance, and after 7 years in various Finance chairs, she
joined Marketing, as the Dodge Car & Truck Marketing Plans Manager, then moving
on to Jeep Advertising, and then to Corporate Advertising. In 1996 she was
assigned to develop the Company’s web sites and its eCommerce Strategies.
From eCommerce she joined the Sales team responsible for dealer franchising
networks. In 2004, she went back to Marketing, first in the capacity of Corporate
Research and now as the Executive Director of Multi Brand Marketing and Agency
Christine has also kept busy with extracurricular activities. For example,
n She is a member of the DaimlerChrysler Diversity Council and Executive
Sponsor of the DaimlerChrysler Women’s Forum
n She has been a Board Member of the Adcraft Club of Detroit since1996 and
was President, 2004-2005
n In 1996 was awarded the Women of the Year by the Detroit Advertising Club
n And in 1995 received the American Advertising Federation Award for Aid to
Christine was born in Papakura, New Zealand and educated at the University of
Waikato, New Zealand, graduating with MBA honors. She is also a Certified Public
Accountant and has belonged to the Michigan Association of Certified Public
Accountants since 1983.
She is married with two children.
Mr Paul Montopoli
Director CRM & Marketing Planning
FERRARI NORTH AMERICA
Bitten by the car bug at a young age, Paul Montopoli began his automotive career in
the 1988 upon graduation from Fairfield University (Connecticut) when he joined
NADA (National Automobile Dealer’s Association) in the association’s Used Car
Guide Company. After earning an MBA in Marketing from the College of William and
Mary in the early 1990’s, Paul’s career has focused on luxury automotive segment,
where he has been directly involved with new brand launches for Land Rover, MINI,
and Maserati in both North American and Europe. Originally a market researcher in
the areas of communication, brand, product, and customer satisfaction, Paul
branched out into the world of CRM 12 years ago when he implemented Land
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Rover North America’s seminal marketing database and lead management system.
While Land Rover was owned by BMW, Paul moved to Munich, Germany to lead
BMW AG’s advance product research function for two years and later moved on to
MINI Brand Management where he was responsible for defining MINI’s limited
edition strategy. Paul’s latest career chapter began in 2002, when he joined Ferrari
North America to lead the CRM and Internet Marketing functions. Presented with
the challenge of developing a complete CRM platform, Paul’s team quickly
implemented a system using state-of-the-art CRM technology to meet the unique
needs and challenges of the Ferrari world. Over the past year, Paul has added the
role of Motorsport management to his resume, where he is responsible for The
Ferrari Challenge racing series as well as other experiential Ferrari driving activities
in North America.
Ms Valerie Fuller
Vice President Interactive Marketing
Valerie Fuller is FordDirect's Vice President of Interactive Marketing. Ms. Fuller
manages the technology and operations for the FordDirect website as well as over
5000 global dealer sites. Prior to joining FordDirect, Ms. Fuller was a Senior
Manager with Deloitte Consulting and a Director with Trilogy. At Deloitte, Ms. Fuller
led several large scale technology and process transformations in the automotive
industry. At Trilogy, she drove business solutions enabled by technology to increase
customer referrals and sales for two automotive OEMs. Ms. Fuller earned a B.S.E.
degree from the University of Michigan, an M.B.A. from the Kellogg School of
Management, and an M.E.M. degree from Northwestern University.
Mr Patrick McFarland
Head of Customer Knowledge Services
FORD MOTOR COMPANY
As head of operations for Ford's Customer Knowledge Services, Pat leads a team
of professionals who are responsible for delivering world-class database marketing
services in support of Ford, Lincoln Mercury, Land Rover and Jaguar direct-to-
consumer marketing efforts across the US, Canada and Mexico. These services
include database compilation, enterprise reporting, campaign management, and
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Prior to joining Ford, Pat spent 14 years at R. L. Polk and Co. leading the analytic
consulting practice. In addition to the work he has done with the Ford customer
database, Pat has worked with a majority of other automotive OEM customer
databases as well as the customer databases of dozens of large non-automotive
companies like Disney, AT&T, General Foods, Goodyear and Meredith Corp.
Pat holds a Bachelor and Master of Arts in Economics from Michigan State
Mr Ron Rogowski
Senior Analyst, Customer Experience
Ron is a senior analyst on Forrester's Customer Experience research team,
focusing on design and global Web site organization and design, mobile Web site
design, and Web site reviews. Ron is the lead analyst in Web globalization
research, advising clients on how to organize their resources to maximize internal
efficiencies while maximizing local relevance. Ron is part of the core analyst team
responsible for developing Forrester's Web Site Review methodology and has also
co-developed Forrester's Mobile Web Site Review.
Ron came to Forrester through its acquisition of Giga Information Group, where he
created and managed an evaluation methodology to help companies improve online
customer experiences. Prior to joining Giga, Ron worked for Kyodo News Markets,
the Japanese distributor of Bridge Information Systems, where he was responsible
for training and educating clients and internal personnel in proprietary and Web-
based information systems. Before working with Kyodo, he taught English in
Ron has a B.A. in English and Japanese from the University of Richmond.
Mr Dan Keller
General Director - GM/CRM Marketing
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Dan Keller is General Director, Marketing – GM/CRM for GM Vehicle Sales,
Service, and Marketing Group in the US. In this position, he is responsible for
increasing vehicle owner retention and delivering efficient sales growth via direct
Keller took on his most current position in February 2004 following an interim
assignment as head of the GM Credit Card operation. Prior to that, he oversaw
Retail Planning and the GM Brand (including major initiatives such as “Keep
Keller joined GM in December, 1997 as Brand Manager for Chevrolet Venture
where he developed the Warner Bros. Edition. Prior to joining GM, Keller held
several senior management positions at Anheuser-Busch’s Eagle Snacks Division
in St. Louis and Dallas. Prior to that, he held several management positions at
Pepsico’s Frito-Lay in Dallas and BFGoodrich in Akron ,OH.
Keller is originally from Evansville, Indiana. He earned a BA in Economics from
DePauw University in 1976 and an MBA from Tulane University in 1978.
Ms Erin Touponse
Director of Development & Communications
HARTE AUTO GROUP
Erin Touponse is Director of Business Development and Communications for the
Harte Auto Group. She is responsible for customer relationship management,
Internet operations, sales reporting and customer satisfaction analysis.
Prior to joining Harte, Ms Touponse served as public relations advisor, organized
and managed several nation wide support group initiatives and advocated for
increased federal funds for several non-profit organizations including Hepatitis
Foundation International, the Epilepsy Foundation and the Alzheimer’s Association.
Ms Touponse received a BA, Magna Cum Laude, from Montclair State University in
Ms Michele Fitzpatrick
Chief Marketing Officer
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Michele Fitzpatrick has 20 years of marketing experience in the direct response
arena. She currently serves as Chief Marketing Officer at Harte-Hanks where she is
responsible for leading marketing and strategy services for the company’s Data-
Based Marketing Solutions business.
In this capacity, Michele has primary responsibility for evangelizing the Harte-Hanks
vision for Customer Optimization – the company’s approach to enabling its clients to
understand and engage their customers across the enterprise, which is primarily
concerned with cohesive brand engagement and interaction, and delivering the
desired customer experience through all channels and touch points.
Michele’s responsibilities also include developing strategic plans for integrated data-
driven marketing programs and a wide range of consulting assignments. She is
responsible for the strategic program design for many Harte-Hanks clients’ new
product and new distribution system launches.
Michele focuses much of her attention on bringing the power of customer
relationship marketing to the pharmaceutical, automotive, high tech and
entertainment industries. Additionally, she provides thought leadership and strategic
direction to Harte-Hanks’ data-driven marketing and loyalty marketing programs in
the financial, insurance and retail sectors.
Among Michele’s accomplishments are the creation of several award-winning direct
marketing programs and a long list of successful integrated media direct response
marketing programs for her clients. She played a critical role in the design,
development, and execution of an integrated marketing database program that
earned the DMA’s Excellence in Database Marketing Award.
Prior to joining Harte-Hanks, Michele worked in the Ventures Marketing Group at
National Liberty Marketing (Providian Direct). There she was responsible for the
promotion of National Liberty’s insurance products to the customers of a variety of
third-party sponsors through direct response marketing techniques.
Michele holds a B.S. in Journalism from West Virginia University with additional
studies in marketing and communications.
Mr Aaron Smith
Interactive / CRM Marketing Manager
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Aaron has worked on GM business for 7 years ranging from brands like The GM
Credit Card to Chevrolet and now on HUMMER. His exposure to General Motors
marketing and advertising has been both on the agency side and the marketing
side. In Aaron’s position of Interactive/CRM Marketing Manager at HUMMER, he is
responsible for all of HUMMER’s customer and prospect communication. He also
spearheads HUMMER’s interactive advertising including their website, internet,
interactive TV and all other digital platforms.
Aaron is a graduate of Western Michigan University with a degree in Marketing and
Economics. Aaron is a father of one child, soon to be two.
Mr David Kain
David Kain is president of KainAutomotive.com a training/consulting company that
specializes in Automotive Internet Sales and Business Development Centers. Kain
Automotive is focused on improving dealership sales and profits utilizing timely and
actionable information based on firsthand experience.
David is uniquely qualified for this role given his 20 plus years of automotive retail
experience including his position as dealer principal and president of Kain Auto
Group. His Internet experience includes developing his own dealership Internet
department and being a co-founder and COO of FordDirect.com, the dealer/factory
owned joint venture that is the Internet lead provider to Ford and Lincoln Mercury
dealers. David remains a partner in his family dealerships Jack Kain Ford and Kain
Family Ford in Kentucky.
David works with dealerships each week and is proud to have a positive impact on
their Internet growth and development. Each dealership operation is unique and
respecting that premise and building the right Internet operation to take advantage
of unique operating nuances is a key to the success of the dealers that
KainAutomotive.com has trained.
In addition to the in-dealership training David has presented various workshops in
the past several years including:
National and State Associations: NADA Convention 2005 Workshop Speaker,
KADA Workshops 2004, 2005, OADA Workshop 2005, GRNCDA Workshops 2005,
DADA Workshop 2005, FADA Annual Dealer Congress 2005, GADA Annual
Convention 2004, NJCAR Workshop 2004, OCADA Workshop 2004, NADA 20
Guest columnist for Ward’s Dealer Business, AutoSuccess and Dealix Newsletter
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JD Power Internet Roundtable 2005
AutoSuccess Summitt 2005
David was recognized in 2004 and 2005 by Dealix Corporation as one of the Best of
the best Internet Sales Trainers.
Mr Mike Musich
National Manager Signature Development
TOYOTA MOTOR SALES USA
Michael Musich is National Signature Development Manager for Toyota Motor
Sales, U.S.A., Inc. Toyota Signature is an initiative for dealers to help increase
customer loyalty and profitability by focusing efforts on the effectiveness of
dealership operations in order to provide customers with a positive dealership
experience. Musich is responsible for the development of retail process tools and
resources for the effective implementation of Signature in the Toyota dealer
Musich joined Toyota in 1991and served as National Market Representation
Operations Manager. He later held the position of Assistant General Manager for
Toyota’s Portland Regional Office and recently was National Retail Development
Prior to joining Toyota, Musich had a 19-year career with Chrysler Corporation,
where he held various positions in regional sales, marketing and management for
the Midwest, Northwest and Northeast regions.
A native of the Chicago area, Musich earned a B.S. degree in Economics/Finance
from Purdue University. Musich resides in Tustin, California with his wife and son.
Mr Jack Bowen
Chief Marketing Officer
Jack Bowen leads the Urban Science Global Practice Development and
Management (PDM), Marketing and Information System teams, and oversees
Global Account Management.
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Prior to joining Urban Science in 2005, Bowen was General Director of General
Motors’ customer relationship management (CRM) organization and responsible for
GM’s interactive marketing and advertising. He also spent 10 years with advertising
agency Leo Burnett in Chicago, where he worked on a number of international client
Bowen served as a commissioned officer and helicopter pilot in the U.S. Army
following his graduation from the U.S. Military Academy, at West Point, N.Y. where
he earned a bachelor’s degree in General Engineering. He also holds a master’s
degree in Systems Management from the University of Southern California.
Ms Cassie Broemmer
Director of Customer Retention and Marketing
VAN TUYL / AUTOMOTIVE INVESTMENT GROUP
Cassie Broemmer is the Director of Customer Retention and Marketing for Van
Tuyl / Automotive Investment Group, Inc. Her responsibilities include implementing
CRM strategies within the group’s individual locations, and providing enterprise
reporting for the holding companies. Additional duties include rolling out and
supporting new dealership websites, evaluating third party internet lead providers,
and tracking lead response times. She also works to integrate different applications
within the dealerships with CRM and DMS systems. Other items on the list include
managing direct mail providers for sales and service, maintaining call measurement
and monitoring services, as well as Search Engine Optimization and Marketing for
With nine years in the automotive industry, Ms Broemmer has served as a District
Sales Manager with AutoTrader.com and held positions as Regional Sales
Manager, National Sales Trainer, National Accounts Director, and Director of CRM
Sales at Who’s Calling, Inc.
VT/AIG is the largest privately held dealership group in the country with 65
dealerships in Arizona, California, Texas, New Mexico, Missouri, Illinois, Indiana,
Georgia, Nebraska, and Florida.
Mr Paul Lambert
President North American Marketing
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Mr Lambert is a founding equity partner and President of North American Marketing
for Visionary Vehicles LLC, which was founded by the automotive entrepreneur,
Malcolm Bricklin. Visionary Vehicles will be importing the first full line of quality
vehicles from China to the United States with it's China-based partner, Chery
Automobile. In the early stages of Visionary Vehicle's venture, Mr Lambert made
numerous trips to China and was an integral part of the relationship building process
and initial negotiations with the Chery factory, which is located in the Chinese Anhui
Province in the city of Wuhu.
Mr Lambert has also worked with Malcolm Bricklin as his lead marketing executive
in several other entrepreneurial ventures including The Electric Bicycle Company,
Fuel Cell Companies Inc., and The Auto Ranch (a new retail concept for
remanufactured used vehicles).
In the 80's and 90's Mr Lambert was President of Lambert Dale Advertising in New
York, where he lead an aggressive boutique agency in brand development for
several prestigious clients. It was here that Mr Lambert started his affiliation with
Malcolm Bricklin, as he became the agency of record for Yugo America and Global
Motors, two of Mr Bricklin's automotive enterprises.
Mr Lambert is the recipient of the Harvard Prize Book Award, a Bank of America
Scholarship winner in the field of fine arts, is the lead producer for the Broadway-
bound musical, THE FIRST WIVES CLUB (based on Paramount Picture's feature
film), and is a graduate of Chicago based Moody Bible Institute where he majored in
Mr Cliff Banks
Director, Editorial Development
As Director of Editorial Development, Cliff Banks specializes in Internet and
Information Technology issues in automotive retail and manages the Ward’s e-
Dealer 100, the Ward’s MegaDealer 100 and the Ward’s Dealer 500 rankings. He
also edits the Ward’s Dealer Edition e-mail newsletter and maintains editorial on
WardsAuto.com. Cliff has become a familiar face at major industry conferences,
trade shows and seminars throughout the country, and frequently fields requests to
sit on panels discussing hot dealer issues.