This document summarizes a conference on digital marketing and customer relationship management (CRM) for automotive dealerships. Over the course of a day, various speakers will present case studies on topics like implementing digital marketing campaigns, integrating CRM systems, and best practices for customer communications. Breakout sessions will also provide real-world examples from dealerships on using the internet and new media to generate sales leads and optimize the customer experience. The goal is to help dealers profit from digital tools and utilize CRM strategies.

1. Ralph Paglia
Director – Digital Marketing
ADP Dealer Services
CHAIRMAN
DEALER TRACK – WEDNESDAY, AUGUST 15
ralph_paglia@adp.com
Cell: (505) 301-6369

2. Profiting from the Internet with Digital Marketing
ADP Digital Marketing solutions integrate the Internet and your
dealerships traditional front office operations, fully utilizing the
latest technology and electronic media to create a new, revenue-
generating sales channel. Whether it's website solutions to
complete transactions online, state of the art digital tools to drive
more traffic to your website, automated Business Process
Outsourcing (BPO) or opening new sales opportunities online,
ADP Digital Marketing can help you sell more.

3. BZ Results
Sell and service more vehicles by delivering more customers
to your website and showroom. BZ’s cutting edge Digital
Marketing systems deliver unmatched results.
•Industry’s Highest Visitor Conversion Web Sites
•Search Engine Optimization & Marketing (SEO & SEM)
•Digital Advertising Solutions
•CRM Professional Consulting Services
More information can be found on our web site at: www.BZResults.com

4. Dynamic Website
Create a seamless online communication channel between the
consumer and your dealership with ADP’s Dynamic Website. These
sites provide competitive advantages with online transaction
capabilities providing a new revenue-generating sales channel.
• Publish and market your vehicle inventory with slide shows,
audio or video clips including photos and voice over’s
• Sell vehicles online with the quote building tool
• Sell parts & accessories in real-time with secure shopping carts
• Customers can manage their account & schedule appointments
• Create coupons, incentives and specials across all departments

5. CustomerTouch® Services
ADP's CustomerTouch services automatically contact
the right customers at the right time using four impact
communication methods--direct mail, email,
automated voice and live voice. This service provides
real time customer communications that are triggered
by events in your Dealer Management System (DMS).

6. ADP CustomerTouch® BPO Services
Package Description
eSales-to-
Service
Convert your sales customer into a service customer with automated eMail
communications such as: • Purchase Thank You • 1st Service Appointment
Request • 1st Service Visit Overdue Notice • Extended Service Plans
Service
Reminder
Automatically reminds all customers due for service by direct mail and/or
email. Communication triggered by mileage or time criteria.
eService
Reminder
Similar to Service Reminder Package, but delivered solely through cost-
effective, high-impact email communications.
Service
Notification
Real time customer notification triggered by booked service appointments,
closed repair orders, and the receipt of a special parts order. Automatically
sends email and/or automated voice message for appointments, parts pick-
up, and when vehicle is ready for pick-up.
CSI/SSICSI/SSI
Follow UpFollow Up
Your customer is called in response to a DMS trigger such as a vehicle sale,
or a closed repair order. These programs can be grouped into two
categories; vehicle sales/delivery, and completed service follow-up.
Internet FirstInternet First
Response (IFR)Response (IFR)
Follow UpFollow Up
Customers are called in response to an online inquiry such as a vehicle price
quote, availability, credit application, test drive or service appointment
request. Your Customer Touch IFR verifies and collects customer
information such as phone numbers, alternate email addresses and desired
vehicle specifics that are entered into your dealership’s CRM system.*

7. NEXT GENERATION AUTOMOTIVE CRM 2007
WEDNESDAY, AUGUST 15 – DEALER TRACK
9:00AM CASE STUDY:
WINNING CUSTOMERS IN THE
NEW MEDIA, MULTI-CHANNEL ENVIRONMENT
• Essentials of any successful marketing campaign
• Choosing the right media for your message
• Closing the loop – from campaign launch to point of sale
• Measuring ROI to constantly improve future campaigns
– Matt Lamoureux
Director of Internet Business Development
ACTON TOYOTA SCION
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8. NEXT GENERATION AUTOMOTIVE CRM 2007
WEDNESDAY, AUGUST 15 – DEALER TRACK
9:45AM CASE STUDY:
LEVERAGING THE POTENTIAL
OF THE INTERNET TO SELL MORE CARS
• Effective online campaigning and SEM
• Understanding how much to invest into online retail
• Search marketing worst practices, or how to spot SEM
tricks and traps
• Does your dealership really need search marketing
• Budgeting your online marketing dollars
– Stephen M. Stauning
eCommere Director
ASBURY AUTOMOTIVE GROUP
» 10:30AM Networking Coffee Break 8

9. NEXT GENERATION AUTOMOTIVE CRM 2007
WEDNESDAY, AUGUST 15 – DEALER TRACK
11:00AM CASE STUDY:
A RETAIL REVOLUTION AT BOUNTIFUL MAZDA
– CHANGING THE WAY WE BUY CARS
• Introducing Mazda’s “Revolution Showroom”
• Redesigning retail space to support new buying behaviours
• Replacing traditional brochures with interactive information on
and off site
• Training staff and informing customers on new communication
and research channels
• First hand experiences of Mazda’s new showroom concept
– Paul Mac Donald
Vice President
BOUNTIFUL MAZDA
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10. NEXT GENERATION AUTOMOTIVE CRM 2007
WEDNESDAY, AUGUST 15 – DEALER TRACK
11:45AM CASE STUDY:
IMPLEMENTING AN INTERNET SALES TEAM
WITHIN AN ACQUIRED DEALERSHIP
• How to stand out from the crowd – creating original Digital
Marketing Campaigns
• Generating Leads without becoming overly dependant on 3rd
Party Lead Providers
• Ensuring Lead Management consistency
• Recycling Leads for increased yield
• Facilities Planning
• Measuring the success of your campaigns
– Chad Hubler
General Manager
COURTESY CHEVROLET – SAN DIEGO 10
12:30PM Lunch

11. NEXT GENERATION AUTOMOTIVE CRM 2007
WEDNESDAY, AUGUST 15 – DEALER TRACK
1:45AM CASE STUDY:
SUCCESSFULLY INTEGRATING
YOUR DMS / CRM SYSTEMS
• Key criteria for choosing the right CRM solution for
your enterprise
• Defining an implementation roadmap
• Reporting: getting the right information from your
CRM system and translating the results into
business growth
– Kevin Reilly
Owner / President
ALEXANDRIA HYUNDAI
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12. NEXT GENERATION AUTOMOTIVE CRM 2007
WEDNESDAY, AUGUST 15 – DEALER TRACK
2:30PM CASE STUDY:
EFFECTIVE CRM IMPLEMENTATION
IN A MULTI-FRANCHISE ENVIRONMENT
• Identifying key objectives of your CRM program
• Choosing the best software solution for your business
• Optimizing customer satisfaction – CRM process
execution
• Migrating CRM to the online environment
• Measuring ROI on your CRM program
– Erica Sietsma
Corporate Training Specialist
Manager of CRM Systems
MILEONE AUTOMOTIVE GROUP
» 3:15PM Networking Coffee Break 12

13. NEXT GENERATION AUTOMOTIVE CRM 2007
WEDNESDAY, AUGUST 15 – DEALER TRACK
3:45AM PANEL DISCUSSION:
BEST PRACTICES IN CUSTOMER COMMUNICATION
• Finding the best communication channel for each customer
• Opt in or opt out – obtaining permissions from your customers
• Effective email communication and marketing
• Hiring specialized staff or retraining your workforce
Panel moderator:
• Cliff Banks - Editorial Director; WARD’S
Panel experts:
• Stephen M. Stauning - eCommerce Director; ASBURY
AUTOMOTIVE
• Michael Baker - Chief Executive Officer; BOB BAKER AUTO GROUP
• Paul Mac Donald - Vice President; BOUNTIFUL MAZDA
• Ashley Antonio - Marketing Director; PARAGON HONDA / ACURA 13

14. NEXT GENERATION AUTOMOTIVE CRM 2007
WEDNESDAY, AUGUST 15 – DEALER TRACK
5:00PM CLOSING REMARKS:
Dealer Track Chairman:
 Ralph Paglia
Director - Digital Marketing
ADP Dealer Services
E.N.G. Conference Director:
 Jens Cornelissen
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