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Automotive CRM Conference and Event Review

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Automotive CRM Conference and Event Review

Automotive CRM Conference and Event Review

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  • 1. European Networking Group Page 1 of 13 home » past events » Automotive » NEXT GENERATION AUTOMOTIVE CRM » speakers Event focus fields NEXT GENERATION AUTOMOTIVE CRM - select - Identifying, attracting and retaining customers through search strategies, online Login to your account marketing and targeted campaigns email 15 - 16 August 2006 • Marriott Manhattan Beach, California password Overview Speakers Who attends Rates Location Sponsors Request pdf Remember me LOGIN Forgot password? | Not a member? Speakers FAQ Order documentation Mr Mike Johnson Newsletter Owner / President ANTELOPE VALLEY FORD / SHUTTLE LINCOLN MERCURY Print this page 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 Accommodation 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 http://www.usaautocrm.com/event_overview.asp?eventid=4&sub=2 1/26/2007
  • 2. European Networking Group Page 2 of 13 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 C.A.R. GROUP 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 CRM/eBusiness Director COURTESY CHEVROLET 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, http://www.usaautocrm.com/event_overview.asp?eventid=4&sub=2 1/26/2007
  • 3. European Networking Group Page 3 of 13 email and face-to-face meetings. He is deeply involved in both traditional and interactive marketing strategies, campaign management and serving as a leader and mentor. 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 DAIMLERCHRYSLER Christine recently has been appointed to the position of Executive Director, Multi Brand Marketing & Agency Relations. Her career spans 25 years with the Chrysler Group. http://www.usaautocrm.com/event_overview.asp?eventid=4&sub=2 1/26/2007
  • 4. European Networking Group Page 4 of 13 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 Relations. 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 Education 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 http://www.usaautocrm.com/event_overview.asp?eventid=4&sub=2 1/26/2007
  • 5. European Networking Group Page 5 of 13 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 FORD DIRECT 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 http://www.usaautocrm.com/event_overview.asp?eventid=4&sub=2 1/26/2007
  • 6. European Networking Group Page 6 of 13 customer analytics. 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 University. Mr Ron Rogowski Senior Analyst, Customer Experience FORRESTER RESEARCH 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 Hamamatsu, Japan. Ron has a B.A. in English and Japanese from the University of Richmond. Mr Dan Keller General Director - GM/CRM Marketing GENERAL MOTORS http://www.usaautocrm.com/event_overview.asp?eventid=4&sub=2 1/26/2007
  • 7. European Networking Group Page 7 of 13 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 retail initiatives. 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 America Rolling”) 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 1999. Ms Michele Fitzpatrick Chief Marketing Officer HARTE- HANKS http://www.usaautocrm.com/event_overview.asp?eventid=4&sub=2 1/26/2007
  • 8. European Networking Group Page 8 of 13 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 HUMMER http://www.usaautocrm.com/event_overview.asp?eventid=4&sub=2 1/26/2007
  • 9. European Networking Group Page 9 of 13 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 President KAIN AUTOMOTIVE 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 Group Presentations Guest columnist for Ward’s Dealer Business, AutoSuccess and Dealix Newsletter http://www.usaautocrm.com/event_overview.asp?eventid=4&sub=2 1/26/2007
  • 10. European Networking Group Page 10 of 13 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 organization. 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 Manager. 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 URBAN SCIENCE Jack Bowen leads the Urban Science Global Practice Development and Management (PDM), Marketing and Information System teams, and oversees Global Account Management. http://www.usaautocrm.com/event_overview.asp?eventid=4&sub=2 1/26/2007
  • 11. European Networking Group Page 11 of 13 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 accounts. 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 the group. 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 VISIONARY VEHICLES http://www.usaautocrm.com/event_overview.asp?eventid=4&sub=2 1/26/2007
  • 12. European Networking Group Page 12 of 13 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 theology. Mr Cliff Banks Director, Editorial Development WARDS 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. http://www.usaautocrm.com/event_overview.asp?eventid=4&sub=2 1/26/2007
  • 13. European Networking Group Page 13 of 13 terms of use © 2005 European Networking Group http://www.usaautocrm.com/event_overview.asp?eventid=4&sub=2 1/26/2007