AIR: Expanded Agenda http://corp.jdpower.com/irt/internet07/abstract.htm#IntDepFound
Internet Department Foundation
October 17, 2007 1:00 P.M.
Ralph Paglia, Director, Digital Marketing, ADP DEALER SERVICES:
Ralph Paglia is Director Digital Marketing for OEM and national accounts at ADP Dealer Services. He is focused on
developing ADP’s Digital Marketing growth opportunities with car companies and enterprise level dealer
organizations. He works directly with eBusiness and CRM thought leaders and practitioners within North America’s
leading car companies and with large enterprise scale retail dealer groups. He also keeps his feet on the ground
with what works within single-point dealerships through his ongoing consulting relationships with a select group of
independent dealers, who use his guidance to achieve unfair competitive advantages.
Mr. Paglia joined the ADP Dealer Services Division in March 2007. Previously, he served as OEM partnership
executive for the Reynolds and Reynolds Company of Dayton, OH. He held a variety of positions including
consulting practice leader for CRM and Web Brand Management, as well as OEM solutions development leader for
CRM and Internet Lead Management. He left Reynolds to accept a full time position at Courtesy Chevrolet in
Phoenix, AZ, as their CRM/eBusiness Director in August 2005. While there, he implemented marketing channels
and sales processes that both GM and leading dealers have come to recognize as best practices in automotive
digital marketing. While Mr. Paglia was at the helm of the eBusiness Department, Courtesy’s total retail sales
exceeded 11,000 vehicles in 2006. More than 4,000 of the 11,000+ total sales originated from Courtesy’s BDC and
Internet sales teams. Mr. Paglia’s responsibilities at Courtesy Chevrolet included leadership of more than 50 people
who handled inbound and outbound communications with previous, current and prospective customers. Using the
Phoenix market as his laboratory, Ralph developed digital marketing practices that were successful, and had never
been previously deployed by a single-point dealer.
Mr. Paglia has become well known throughout his career as a passionate and insightful leader in the development
and implementation of highly effective customer management practices that are supported by interactive marketing.
He has led the development and design of nationally implemented CRM and eBusiness programs for Ford, Honda,
Mercedes-Benz, Toyota and other car companies. Some of his more recent accomplishments include designing
Ford’s BDC program and training the team that successfully delivered the installation of more than 500 Business
Development Centers. He led the consulting team that designed and installed the Mercedes-Benz StarLeads CRM
system and the Mercedes-Benz BDC dealership implementation programs for MBUSA. Additionally, he has worked
on multiple eBusiness development projects for American Honda and has facilitated numerous seminars and
workshops for Honda and Acura dealerships throughout North America. Mr. Paglia also helped design dealership
implementation and certification programs for the Toyota eCertified Dealer program, as well as facilitating a large
number of Toyota eCertified Dealer Seminars and extensive in-dealership consulting assignments associated with
Mr. Paglia was recently selected by the General Motors CRM team to develop and present Internet Sales Process
best practices to GM’s Standards For Excellence (SFE) facilitators assigned to Chevrolet, Cadillac, Buick, Pontiac,
GMC, HUMMER and Saab dealerships throughout the United States. He delivered his presentation and materials to
more than 400 General Motors SFE Facilitators during their training conferences in Denver, CO in February and in
Detroit, MI, in March 2007.
Mr. Paglia has a strong educational and retail background that includes earning an MBA and serving in retail
management positions as a new-car sales manager, used-car manager, F&I director, general sales manager and
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