This document summarizes a conference on automotive customer relationship management. It discusses presentations from various automotive manufacturers and dealers on using emerging online tools and search strategies to enhance customer relationships and generate leads. A highlight was a case study by Ralph Paglia of Courtesy Chevrolet, who has had great success integrating internet marketing into his dealership's strategy. The conference showed how the industry has progressed from initial skepticism of the internet to embracing online methods of building brands and managing customer relationships.
Session Four: Exploring the financial mechanisms that can be harnessed to increase investment in
dementia.
Mr. George Vradenburg, Convenor, The Global CEO Initiative on Alzheimer's and Chairman of USAgainstAlzheimer’s & World Dementia Council Member
Significance of Questions on Doctrine - Herbert E. DouglassprimesteCuvantul
May 11, 2013 - Sacramento Central SDA Church - Dr. Herb Douglass spoke about the significance of the book that divided the Adventists after 1957.
Multumesc fratelui Douglass pentru fisierul PPT!
, "We have now before us the alpha of this danger. The omega will be of a most startling nature." Selected Messages, vol.1, 197
What is the Omega?
•In the context of the alpha crisis, Ellen White describes a vision about the soon coming omega apostasy among Adventists. "The enemy of souls has sought to bring in the supposition that a great reformation was to take place among Seventh-day Adventists, and that this reformation would consist in giving up the doctrines which stand as the pillars of our faith, and engaging in a process of reorganization. Were this reformation to take place, what would result? The principles of truth that God in His wisdom has given to the remnant church, would be discarded. Our religion would be changed. The fundamental principles that have sustained the work for the last fifty years would be accounted as error. A new organization would be established. Books of a new order would be written. A system of intellectual philosophy would be introduced. The founders of this system would go into the cities, and do a wonderful work. The Sabbath of course, would be lightly regarded, as also the God who created it. Nothing would be allowed to stand in the way of the new movement. The leaders would teach that virtue is better than vice, but God being removed, they would place their dependence on human power, which, without God, is worthless. Their foundation would be built on the sand, and storm and tempest would sweep away the structure." Selected Messages, vol. 1, 204, 205.
A reformation inspired by the devil was to take place, and it would consist "in giving up the doctrines which stand as the pillars of our faith."
What are the pillars of our Adventist faith? They are as follows:
•The nature of Christ
•The sanctuary service
•The spirit of prophecy
•The Three Angels' Messages (exposing the papacy, Babylon, ecumenism, explaining the Sabbath-Sunday-question, exalting the law of God, etc.)
•The state of the dead and the exposure of spiritualism
"I was shown three steps—the First, Second, and Third Angels' Messages. Said my accompanying angel, 'Woe to him who shall move a block or stir a pin of these messages. The true understanding of these messages is of vital importance. The destiny of souls hangs upon the manner in which they are received.' I was again brought down through these messages, and saw how dearly the people of God had purchased their experience. It had been obtained through much suffering and severe conflict. God had led them along step by step, until He had placed them upon a solid, immovable platform. I saw individuals approach the platform and examine the foundation. Some with rejoicing immediately stepped upon it. Others commenced to find fault with the foundation. They wished improvements made, and then the platform would be more perfect, and the people much happier. Some stepped off the platform to examine it and declared it to be laid wrong. But I saw that nearly all sto
Session Two: Barriers to investment in research to find a disease modifying therapy or cure for dementia.
Dr. Luc Truyen, MD, PhD, VP Neuroscience External Affairs and Chair, Johnson&Johnson, Global Fight against !lzheimer’s Disease
Session Four: Exploring the financial mechanisms that can be harnessed to increase investment in
dementia.
Mr. George Vradenburg, Convenor, The Global CEO Initiative on Alzheimer's and Chairman of USAgainstAlzheimer’s & World Dementia Council Member
Significance of Questions on Doctrine - Herbert E. DouglassprimesteCuvantul
May 11, 2013 - Sacramento Central SDA Church - Dr. Herb Douglass spoke about the significance of the book that divided the Adventists after 1957.
Multumesc fratelui Douglass pentru fisierul PPT!
, "We have now before us the alpha of this danger. The omega will be of a most startling nature." Selected Messages, vol.1, 197
What is the Omega?
•In the context of the alpha crisis, Ellen White describes a vision about the soon coming omega apostasy among Adventists. "The enemy of souls has sought to bring in the supposition that a great reformation was to take place among Seventh-day Adventists, and that this reformation would consist in giving up the doctrines which stand as the pillars of our faith, and engaging in a process of reorganization. Were this reformation to take place, what would result? The principles of truth that God in His wisdom has given to the remnant church, would be discarded. Our religion would be changed. The fundamental principles that have sustained the work for the last fifty years would be accounted as error. A new organization would be established. Books of a new order would be written. A system of intellectual philosophy would be introduced. The founders of this system would go into the cities, and do a wonderful work. The Sabbath of course, would be lightly regarded, as also the God who created it. Nothing would be allowed to stand in the way of the new movement. The leaders would teach that virtue is better than vice, but God being removed, they would place their dependence on human power, which, without God, is worthless. Their foundation would be built on the sand, and storm and tempest would sweep away the structure." Selected Messages, vol. 1, 204, 205.
A reformation inspired by the devil was to take place, and it would consist "in giving up the doctrines which stand as the pillars of our faith."
What are the pillars of our Adventist faith? They are as follows:
•The nature of Christ
•The sanctuary service
•The spirit of prophecy
•The Three Angels' Messages (exposing the papacy, Babylon, ecumenism, explaining the Sabbath-Sunday-question, exalting the law of God, etc.)
•The state of the dead and the exposure of spiritualism
"I was shown three steps—the First, Second, and Third Angels' Messages. Said my accompanying angel, 'Woe to him who shall move a block or stir a pin of these messages. The true understanding of these messages is of vital importance. The destiny of souls hangs upon the manner in which they are received.' I was again brought down through these messages, and saw how dearly the people of God had purchased their experience. It had been obtained through much suffering and severe conflict. God had led them along step by step, until He had placed them upon a solid, immovable platform. I saw individuals approach the platform and examine the foundation. Some with rejoicing immediately stepped upon it. Others commenced to find fault with the foundation. They wished improvements made, and then the platform would be more perfect, and the people much happier. Some stepped off the platform to examine it and declared it to be laid wrong. But I saw that nearly all sto
Session Two: Barriers to investment in research to find a disease modifying therapy or cure for dementia.
Dr. Luc Truyen, MD, PhD, VP Neuroscience External Affairs and Chair, Johnson&Johnson, Global Fight against !lzheimer’s Disease
Trend Report 01/2019: Focus Platforms in the automotive aftermarketSpeed4Trade GmbH
In the future others will decide in which workshop the car will be repaired: In the automotive parts aftermarket, new competitors from outside the industry such as insurance companies, automobile clubs and leasing companies are preparing to win over workshop customers. With the help of sophisticated parts and workshop portals, traders can react to the loss of customers.
The Trend Report 01 | 2019 with the focus on „Platforms in the Automotive Aftermarket“ “ is dedicated to this and other current discussion topics, such as the requirements for complete wheel configurators, honest practical insights into online shop projects and the future projects in the automotive aftermarket.
Evolution of Automotive Digital Marketing by Ralph PagliaRalph Paglia
This presentation on the Evolution of Automotive Digital Marketing was presented at the Automotive Boot Camp in Philadelphia on May 16, 2013 by Ralph Paglia
Content Marketing Solutions for Automotive Industry | White PaperAngie Fisher
Joomag's content marketing solutions for the automotive industry: Create different types of publications, distribute, generate leads & higher conversions.
https://joom.ag/e9da
Running head AN UNDERSTANDING OF THE TARGET MARKETS .docxSUBHI7
Running head: AN UNDERSTANDING OF THE TARGET MARKETS 1
AN UNDERSTANDING OF THE TARGET MARKETS 2
BMW
Introduction
As the BMW Group (n.d.) highlighted, the origin of BMW trickles back Karl Rapp and Gustav Otto. In the year 1916, there was the merging of Flugmaschinenfabrik Gustav Otto Company to Bayerische Flugzeug-Werke (BFW) at government behest. Relatively, in the year 1917, the Rapp Motorenwerke had evolved to Bayerische Motoren Werke (BMW) GmbH before becoming an AG; Public Limited Company in the year 1918 (BMW Group, n.d.).
The Product Life Cycle
The Living Media (2017) highlighted that this cycle has four stages.
The Introduction Stage
The source observed that this is the most expensive stage of a company that seeks to introduce a new product and BMW is no exception. Before starting off this stage, it is worth determining the needs of the consumers to come up with a product that satisfies such desires. The Automotive Intelligence (2007) notified that in the efforts to ensure that there are no mistakes made in the introduction stage, BMW had even set a location; Engineering Centre (FIZ) in Munich which serves as a location for all people brought together for the purpose of developing a product, suppliers included. It is a requirement to determine the characteristics of the target market.
Demographic characteristics
Abougomahh (2005) stated that the demographic characteristics are the reflection of the elements such as the size of the population as well as its features. These characteristics of the population may stand for the age, marital status and the education of the particular target market (Abougomahh 2005). In manufacturing a vehicle, BMW must take cognizance of these aspects concerning the market they target. Nica (2013) informed that the BMW's i8 targeted the consumers who were mostly men and of the age of 35 years old. On the other hand, if targeting families, there would be a replication of the same in the design of a vehicle.
Psychographic Segmentation
Lamb, Hair, ad McDaniel, (2009) opined that these characteristics stand for the aspects touching on the personalities, motives and even the lifestyles of the consumers. It is worth highlighting that when it comes to BMW, there is the reflection of the same with regards to the designs of their products. Getting back to the BMW's i8 the same vehicle targets the individuals who are tech-savvy; not only like to enjoy the experience of driving but also express caution concerning the responsible driving (Nica, 2013).
The analysis of the psychographic and the demographic aspects help in the better understanding of the consumer needs and the replication of the same in the modeled designs of vehicles.
The Growth Stage
In this stage, one thing that stands out is that there is the aspect of the growth in the sales and the same on profits. The Living Better Media (2017) highlighted that the ...
Google Display Marketing Jargon BusterRalph Paglia
Google Display Marketing Jargon Buster provides definitions and explanations of various buzzwords thrown about so effortlessly by sales reps, trainers and presenters.
Trend Report 01/2019: Focus Platforms in the automotive aftermarketSpeed4Trade GmbH
In the future others will decide in which workshop the car will be repaired: In the automotive parts aftermarket, new competitors from outside the industry such as insurance companies, automobile clubs and leasing companies are preparing to win over workshop customers. With the help of sophisticated parts and workshop portals, traders can react to the loss of customers.
The Trend Report 01 | 2019 with the focus on „Platforms in the Automotive Aftermarket“ “ is dedicated to this and other current discussion topics, such as the requirements for complete wheel configurators, honest practical insights into online shop projects and the future projects in the automotive aftermarket.
Evolution of Automotive Digital Marketing by Ralph PagliaRalph Paglia
This presentation on the Evolution of Automotive Digital Marketing was presented at the Automotive Boot Camp in Philadelphia on May 16, 2013 by Ralph Paglia
Content Marketing Solutions for Automotive Industry | White PaperAngie Fisher
Joomag's content marketing solutions for the automotive industry: Create different types of publications, distribute, generate leads & higher conversions.
https://joom.ag/e9da
Running head AN UNDERSTANDING OF THE TARGET MARKETS .docxSUBHI7
Running head: AN UNDERSTANDING OF THE TARGET MARKETS 1
AN UNDERSTANDING OF THE TARGET MARKETS 2
BMW
Introduction
As the BMW Group (n.d.) highlighted, the origin of BMW trickles back Karl Rapp and Gustav Otto. In the year 1916, there was the merging of Flugmaschinenfabrik Gustav Otto Company to Bayerische Flugzeug-Werke (BFW) at government behest. Relatively, in the year 1917, the Rapp Motorenwerke had evolved to Bayerische Motoren Werke (BMW) GmbH before becoming an AG; Public Limited Company in the year 1918 (BMW Group, n.d.).
The Product Life Cycle
The Living Media (2017) highlighted that this cycle has four stages.
The Introduction Stage
The source observed that this is the most expensive stage of a company that seeks to introduce a new product and BMW is no exception. Before starting off this stage, it is worth determining the needs of the consumers to come up with a product that satisfies such desires. The Automotive Intelligence (2007) notified that in the efforts to ensure that there are no mistakes made in the introduction stage, BMW had even set a location; Engineering Centre (FIZ) in Munich which serves as a location for all people brought together for the purpose of developing a product, suppliers included. It is a requirement to determine the characteristics of the target market.
Demographic characteristics
Abougomahh (2005) stated that the demographic characteristics are the reflection of the elements such as the size of the population as well as its features. These characteristics of the population may stand for the age, marital status and the education of the particular target market (Abougomahh 2005). In manufacturing a vehicle, BMW must take cognizance of these aspects concerning the market they target. Nica (2013) informed that the BMW's i8 targeted the consumers who were mostly men and of the age of 35 years old. On the other hand, if targeting families, there would be a replication of the same in the design of a vehicle.
Psychographic Segmentation
Lamb, Hair, ad McDaniel, (2009) opined that these characteristics stand for the aspects touching on the personalities, motives and even the lifestyles of the consumers. It is worth highlighting that when it comes to BMW, there is the reflection of the same with regards to the designs of their products. Getting back to the BMW's i8 the same vehicle targets the individuals who are tech-savvy; not only like to enjoy the experience of driving but also express caution concerning the responsible driving (Nica, 2013).
The analysis of the psychographic and the demographic aspects help in the better understanding of the consumer needs and the replication of the same in the modeled designs of vehicles.
The Growth Stage
In this stage, one thing that stands out is that there is the aspect of the growth in the sales and the same on profits. The Living Better Media (2017) highlighted that the ...
Google Display Marketing Jargon BusterRalph Paglia
Google Display Marketing Jargon Buster provides definitions and explanations of various buzzwords thrown about so effortlessly by sales reps, trainers and presenters.
Symptoms like intermittent starting and key recognition errors signal potential problems with your Mercedes’ EIS. Use diagnostic steps like error code checks and spare key tests. Professional diagnosis and solutions like EIS replacement ensure safe driving. Consult a qualified technician for accurate diagnosis and repair.
Comprehensive program for Agricultural Finance, the Automotive Sector, and Empowerment . We will define the full scope and provide a detailed two-week plan for identifying strategic partners in each area within Limpopo, including target areas.:
1. Agricultural : Supporting Primary and Secondary Agriculture
• Scope: Provide support solutions to enhance agricultural productivity and sustainability.
• Target Areas: Polokwane, Tzaneen, Thohoyandou, Makhado, and Giyani.
2. Automotive Sector: Partnerships with Mechanics and Panel Beater Shops
• Scope: Develop collaborations with automotive service providers to improve service quality and business operations.
• Target Areas: Polokwane, Lephalale, Mokopane, Phalaborwa, and Bela-Bela.
3. Empowerment : Focusing on Women Empowerment
• Scope: Provide business support support and training to women-owned businesses, promoting economic inclusion.
• Target Areas: Polokwane, Thohoyandou, Musina, Burgersfort, and Louis Trichardt.
We will also prioritize Industrial Economic Zone areas and their priorities.
Sign up on https://profilesmes.online/welcome/
To be eligible:
1. You must have a registered business and operate in Limpopo
2. Generate revenue
3. Sectors : Agriculture ( primary and secondary) and Automative
Women and Youth are encouraged to apply even if you don't fall in those sectors.
Core technology of Hyundai Motor Group's EV platform 'E-GMP'Hyundai Motor Group
What’s the force behind Hyundai Motor Group's EV performance and quality?
Maximized driving performance and quick charging time through high-density battery pack and fast charging technology and applicable to various vehicle types!
Discover more about Hyundai Motor Group’s EV platform ‘E-GMP’!
What Does the Active Steering Malfunction Warning Mean for Your BMWTanner Motors
Discover the reasons why your BMW’s Active Steering malfunction warning might come on. From electrical glitches to mechanical failures and software anomalies, addressing these promptly with professional inspection and maintenance ensures continued safety and performance on the road, maintaining the integrity of your driving experience.
What Does the PARKTRONIC Inoperative, See Owner's Manual Message Mean for You...Autohaus Service and Sales
Learn what "PARKTRONIC Inoperative, See Owner's Manual" means for your Mercedes-Benz. This message indicates a malfunction in the parking assistance system, potentially due to sensor issues or electrical faults. Prompt attention is crucial to ensure safety and functionality. Follow steps outlined for diagnosis and repair in the owner's manual.
5 Warning Signs Your BMW's Intelligent Battery Sensor Needs AttentionBertini's German Motors
IBS monitors and manages your BMW’s battery performance. If it malfunctions, you will have to deal with an array of electrical issues in your vehicle. Recognize warning signs like dimming headlights, frequent battery replacements, and electrical malfunctions to address potential IBS issues promptly.
Things to remember while upgrading the brakes of your carjennifermiller8137
Upgrading the brakes of your car? Keep these things in mind before doing so. Additionally, start using an OBD 2 GPS tracker so that you never miss a vehicle maintenance appointment. On top of this, a car GPS tracker will also let you master good driving habits that will let you increase the operational life of your car’s brakes.
𝘼𝙣𝙩𝙞𝙦𝙪𝙚 𝙋𝙡𝙖𝙨𝙩𝙞𝙘 𝙏𝙧𝙖𝙙𝙚𝙧𝙨 𝙞𝙨 𝙫𝙚𝙧𝙮 𝙛𝙖𝙢𝙤𝙪𝙨 𝙛𝙤𝙧 𝙢𝙖𝙣𝙪𝙛𝙖𝙘𝙩𝙪𝙧𝙞𝙣𝙜 𝙩𝙝𝙚𝙞𝙧 𝙥𝙧𝙤𝙙𝙪𝙘𝙩𝙨. 𝙒𝙚 𝙝𝙖𝙫𝙚 𝙖𝙡𝙡 𝙩𝙝𝙚 𝙥𝙡𝙖𝙨𝙩𝙞𝙘 𝙜𝙧𝙖𝙣𝙪𝙡𝙚𝙨 𝙪𝙨𝙚𝙙 𝙞𝙣 𝙖𝙪𝙩𝙤𝙢𝙤𝙩𝙞𝙫𝙚 𝙖𝙣𝙙 𝙖𝙪𝙩𝙤 𝙥𝙖𝙧𝙩𝙨 𝙖𝙣𝙙 𝙖𝙡𝙡 𝙩𝙝𝙚 𝙛𝙖𝙢𝙤𝙪𝙨 𝙘𝙤𝙢𝙥𝙖𝙣𝙞𝙚𝙨 𝙗𝙪𝙮 𝙩𝙝𝙚 𝙜𝙧𝙖𝙣𝙪𝙡𝙚𝙨 𝙛𝙧𝙤𝙢 𝙪𝙨.
Over the 10 years, we have gained a strong foothold in the market due to our range's high quality, competitive prices, and time-lined delivery schedules.
Why Is Your BMW X3 Hood Not Responding To Release CommandsDart Auto
Experiencing difficulty opening your BMW X3's hood? This guide explores potential issues like mechanical obstruction, hood release mechanism failure, electrical problems, and emergency release malfunctions. Troubleshooting tips include basic checks, clearing obstructions, applying pressure, and using the emergency release.
In this presentation, we have discussed a very important feature of BMW X5 cars… the Comfort Access. Things that can significantly limit its functionality. And things that you can try to restore the functionality of such a convenient feature of your vehicle.
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Learn about Common Rail Direct Injection (CRDi) - the revolutionary technology that has made diesel engines more efficient. Explore its workings, advantages like enhanced fuel efficiency and increased power output, along with drawbacks such as complexity and higher initial cost. Compare CRDi with traditional diesel engines and discover why it's the preferred choice for modern engines.
"Trans Failsafe Prog" on your BMW X5 indicates potential transmission issues requiring immediate action. This safety feature activates in response to abnormalities like low fluid levels, leaks, faulty sensors, electrical or mechanical failures, and overheating.
1. Fleet-ing Thoughts: September 2006 Page 1 of 5
BlogThis!
Fleet-ing Thoughts
Adventures in the World of Automotive Fleet & Vehicle Remarketing
FRIDAY, SEPTEMBER 15, 2006
Vol. 2 No. 30
E.N.G’s 3rd Annual Executive Summit “Next
Generation Automotive CRM”: Identifying,
Attracting and Retaining Customers through
Search Strategies, Online Marketing and
Targeted Campaigns
Recently I was fortunate enough to attend the European Networking Group’s 3 rd Annual
Executive Summit “Next Generation Automotive CRM,” August 15th & 16, at the Marriott
Manhattan Beach, Manhattan Beach, California. The program focused on Internet-related
customer relationship management in the automotive sector, with seminars that included
expertise and “best practices” from both the manufacturer, media/consulting and retail
dealer perspective. Not long ago customer relationship management itself was a new topic
for automotive retailers, so to have a conference on Internet-enabled CRM shows you how
far dealers have come. Five years ago the manufacturers looked at the Internet as strange
new world, and dealers were outright hostile to those “twenty something” led companies
who were going to replace the franchise dealer. And for good reason – remember the lunacy
of “CarsDirect”, with a business model to buy vehicles from franchise dealers, replace the
new car dealer in the consumer service model and sell direct to the public and somehow
make money, hence the name “CarsDirect”…I couldn’t listen to it with a straight face back
then even after it raised $195M on the concept, one of the largest amounts raised for a the
start-up company back in 1999 if I’m not mistaken. That business model crashed and burned
before the Penske folks quietly brought it back to reality as a dealer lead generation tool.
This “Next Generation Automotive CRM” conference certainly updated me on the
tremendous evolution and advancement in using online and emerging media tools to refine
and enhance customer relationship management. In what seemed a very short time, we as
an industry have gone from skepticism of the Web to the “state of the art” in using online
leverage to build relationships, solicit new business and cost effectively manage growth and
build brand identity.
An Interesting Keynote (from an Interesting Company) and then
http://fleet-ingthoughts.blogspot.com/2006_09_01_fleet-ingthoughts_archive.html 1/25/2007
2. Fleet-ing Thoughts: September 2006 Page 2 of 5
An Interesting Keynote (from an Interesting Company) and then dealer-based, small fleet
Vehicle Manufacturers’ Developments sales pilot programs for Ford,
GM, and Jaguar. I veered off
the track only once and did a
The jury is still out on Malcolm Bricklin’s latest venture, Visionary Vehicles, which plans to telecom start-up during the
import a US version of the Chinese Chery cars. Bricklin was a founder of Subaru, and has tech bubble years ‘99/00,
since had a string of less successful automotive ventures, including the ill-fated Yugo. But but soon found my way back
the keynote address by Paul Lambert, President of the new company and a veteran to the car business, creating
marketing executive, was very interesting. Driveitaway, the first Web-
based “upstream”
Most of the rest of the day focused on how automotive manufacturers are using new media remarketing product, selling
as a method to communicate to, and build, customer and prospect interest and loyalty, and cars before they come off
the ability to measure the results of their new media programs. Christine MacKenzie, lease, saving process costs to
Executive Director, Multi Brand Marketing & Agency Relations, Daimler Chrysler, gave a reach a sale. I’m on the road
presentation entitled “Emerging Media…The Leading Edge” with examples of what Daimler a lot, visiting fleet clients
Chrysler is doing in that regard (I like those bobble head Jeep commercials she ran, that and vendors, attending at
now seem to be everywhere on television). Patrick McFarland, Head of Customer Knowledge least 30 trade shows and
Services from Ford Motor Company, had an informative presentation on “Customer Lifetime vendor meetings a year. I’ve
Value – Predicting and Applications to Automotive Marketing ”…this, although not mentioned seen good auto-related blogs
directly, has aggressively filtered down to the dealer level, with even the major dealer out there, but none that
computer vendors building in an easy way for service writers in the dealer service shop to focus on the areas of fleet or
calculate, with a keystroke, the gross revenue each customer has generated for the remarketing, so I thought I’d
dealership over a multi-year period. This last point I picked up not from a presenter, but take a shot. After all, I’m a
from some dealer people I had lunch with that afternoon; seems a simple obvious thing to car guy …
want to do, but it was impossible back when I was a dealer.
There was a presentation on maximizing the profitability of customer interaction – “A
Strategic Framework for Driving and Leveraging a Profitable and Effective Customer
Experience” by Michael Fitzpatrick, Chief Marketing Officer of Harte-Hanks. This was
followed by the first panel discussion of the day, moderated by my old friend Cliff Banks,
Director, Editorial Development, Ward’s Dealer Business (a dealer trade magazine I’ve been
reading now for at least 16 or so years), entitled, “Moving Your Business Online – is Search
Engine Marketing the Answer to Declining Sales.” This presentation was the first to directly
apply the applications of search engines and new media to automotive retailers, and, as
such was of the most interest to me. The panel included representatives of some of the
“best and the brightest” marketing, communications and customer retention dealer group
managers, with Richard Fisler, Corporate Marketing Director for the C.A.R. (Conant Auto
Retail) Group, Erin Touponse, Director Development & Communications, Harte Auto Group,
and Cassie Broemmer, Director of Customer Retention and Marketing, Van Tuyl/Automotive
Investment Group.
One of the things that is clear to me, at least, from listening to his panel, is the fact that
the most advanced and effective dealers using the Web are creating their own leads
through things such as search engine marketing, and the role of the “third party” customer
lead generators (the Autobytels and the like) is being greatly reduced, if not marginalized
completely. The handwriting is certainly on the wall when the general metrics are revealed,
http://fleet-ingthoughts.blogspot.com/2006_09_01_fleet-ingthoughts_archive.html 1/25/2007
3. Fleet-ing Thoughts: September 2006 Page 3 of 5
2006 –Technology Chang...
completely. The handwriting is certainly on the wall when the general metrics are revealed,
that, indeed, when closing ratios are considered, the least expensive Web based leads for a A Not-to-Be-Missed Podcast
dealer are those that are self-generated (through things such key word purchases), the next with John Manchin, Rema...
least expensive are those generated from the various manufacturers (such as through
FordDirect), and, by far, the most expensive leads are those generated by the many “third Vol. 2 No. 23 iRem@rketing
party” vendors – who in many cases generate their dealer leads through the same key word 2006: The Technology C...
purchase/search engine technologies that are available to dealers directly (that is, those ARCHIVES
that know how to use them correctly), and their only addition is a cost mark-up.
December 2005
January 2006
That Afternoon, I Couldn’t Resist Listening to How Ferrari Targets February 2006
their Prospects…(my Road Rally invitations must have been lost in March 2006
the mail) April 2006
May 2006
The afternoon had a couple of break out sessions and I had a choice on which to attend.
One choice was listening to David Kain of Kain Automotive, who I heard gave an excellent June 2006
presentation on utilizing search engine marketing (and I know this to be true, having heard July 2006
David speak before at a JD Power Roundtable as well as some other venues – David is one of August 2006
the best known speakers on this topic). The second, and I have to admit, the one I
succumbed to my temptation to hear, was given by Paul Montopoli, Director CRM & September 2006
Marketing Planning from Ferrari North America. Just to hear how the Ferrari folks treat and October 2006
nurture past and potential owners was a trip…when you sell a few hundred cars a year at
ultra high prices, to people, who, I learned, more likely than not have a whole fleet of
super luxury expensive vehicles (and private jets and yachts as well) you have to be very
generous for your “lifestyle” exclusive cocktail events and “road rallies”…but unfortunately
for guys like me they are also very selective…
The first day closed out with a presentation by Dan Keller, General Director, Marketing
GM/CRM, General Motors, on how he uses technology to coordinate and leverage all of the
various company contact points for a typical GM/GMAC customer – with a company as large
as General Motors (all the vehicle brands, GMAC, GMAC Mortgage, GMAC Insurance, OnStar,
etc.), the coordination alone is an serious task.
Being a Former Car Dealer who Leveraged “Old World Off-Line”
Customer Leads, Ralph Paglia ’s Case Study on Day II was Far and
Away my Favorite Part of the Whole Conference…
Day two started out with a
presentation by Aaron Smith,
Interactive/CRM Marketing
Manager for Hummer, on
“Empowering the Customer”
http://fleet-ingthoughts.blogspot.com/2006_09_01_fleet-ingthoughts_archive.html 1/25/2007
4. Fleet-ing Thoughts: September 2006 Page 4 of 5
dealer counsel
“Empowering the Customer”
and matching dealer inventory PODCASTS
customer demands. Then my old friend Ralph Paglia, CRM/eBusiness Director, Courtesy
Chevrolet shared with the group the strategy and technique that produced his phenomenal John Possumato interviews
success at Courtesy Chevrolet in Phoenix, AZ, and made Courtesy the leading Internet John Manchin, Remarketing
retailer of new and certified used Chevrolet vehicles in America, in a presentation entitled Manager, Subaru Auto
“Integrating the Internet Department into our Retail Strategy.” Leasing, Ltd., June 19, 2006
John Possumato interviews
Frankly, Ralph’s presentation, and the whole CRM/eBusiness organization and their results Theresa Ragozine,
to date are so impressive that I immediately looked to do a podcast for the blog with Ralph, Worldwide Director, Travel
to give a more direct experience for those blog readers interested. Even with something and Fleet, Johnson &
like 38 people in his department, organized into three fully staffed business development Johnson, June 8, 2006
centers, an eBusiness finance team, and four distinct Internet sales teams operating out of
four separate buildings, Ralph is still rapidly growing his Internet operation, through a state John Possumato interviews
of the art interactive marketing strategy (creative key word purchases, site creation etc.) Scott Mayo, Fleet Director
strategically coordinated with traditional off -line media marketing. for Wendy's, May 31, 2006
John Possumato interviews
Of course, part of Ralph’s advantage is that he has always been in the forefront of Sherb Brown, vice president
automotive retail Internet and interactive marketing, as a consultant or practitioner, since group publisher of Bobit
the science (or art depending on how you look at it) began, now probably close to ten years Business Media, April 19,
now. And clearly, part of his success has to be his unique insight and energy. But I have to 2006
tell you, seeing Ralph’s phenomenally successful results on leveraging new technology (not John Possumato interviews
to mention the fun he has with it on leading the pack in the online dealership environment Rod Smith, president of
with a single point store), more than anything else out there, makes me wish I was back in Arelco, Inc. April 10, 2006
the retail car dealership environment. Way back when, before there was an Internet, I had
John Possumato interviews
some decent results in leveraging “old world” direct marketing (direct mail, telemarketing,
Charlie Vogelheim, Master of
etc.) - as the Internet geometrically expands this reach, as no better an example than Ralph Ceremonies CAR April 7,
has proven, it makes me wonder how I would fared in the online environment today as a car
2006
retailer. The Internet truly is a great “equalizer” in a lot of ways for car dealers, and, I
think, in many respects one is limited only by one’s imagination, creativity and drive in John Possumato interviews
leveraging its use for results, rather than in the old world limitation parameters of physical Tom Kontos, Vice President,
location, number of franchises and locations, etc. Adesa Analytical Services,
March 29, 2006
SYNDICATION
A Research Analyst, a Few More Manufacturers, and Close Out with
a Car Dealer
Later in the day, Ron Rogowski from Forrester Research, made a presentation entitled
“Building Your Automotive Brand Online” mostly aimed towards manufacturers, while
Valerie Fuller from FordDirect (the manufacturer/dealer cooperative site from Ford created
to drive Internet traffic to Ford dealers) addressed the group with “Supporting Dealer
Operations Through Customer Intelligence. ” Also, Mike Musich from Toyota Motor Sales USA
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had a presentation on “Working Together for the Ultimate Customer Experience – How
Toyota and the Dealer Organization Can Drive Higher Customer Satisfaction Toward Search
Improved Customer/Owner Loyalty.
http://fleet-ingthoughts.blogspot.com/2006_09_01_fleet-ingthoughts_archive.html 1/25/2007
5. Fleet-ing Thoughts: September 2006 Page 5 of 5
Improved Customer/Owner Loyalty.
The last presentation of the day, however, was of greater interest to me than the » Blogs that link here
manufacturer centered presentations, as it was conducted by a car dealer principal » View my profile
addressing a issue that, although focused on Internet-based sales, certainly addressed a
problem that pre-dates the Internet inside car dealerships, namely, how to recruit, train
and retain good sales representatives. The case study presented by Mike Johnson, the
owner of Antelope Valley Ford/Shuttle Lincoln Mercury entitled, “Training Staff for
Professional Online Service” began with the fundamentals of how to hire and train “green Powered by Blogger
peas” (car lingo for people hired with no experience in car sales) – in this he had an and Blogger Templates
advantage, as an ex-schoolteacher he developed a training/tracking program from the
start. He also outlined the “bad habits” all dealers went through before terms like “CRM”
were important, such as relying on “ups” (again car lingo for someone who walks through
the showroom door inquiring about a car), and promoting the practice of doing everything
possible (advertising & promotion, manipulating phone inquiries, etc.), to drive the
prospect physically into the facility before any serious interaction took place.
Johnson then outlined how Internet sales, and indeed, the development of CRM in general,
required a very different culture for success – one of his presentation bullet points,
“determine when, not if a separate sales staff for Internet customers is needed,” kind of
says it all. In an era where the average dealer spent $565 per retailed vehicle in advertising
(NADA data for 2004), Mike Johnson’s emphasis on hiring, training and accurately measuring
the performance of sales personnel, particularly in the emerging Interactive media area,
not only makes sense, but probably will dictate which dealers survive and prosper in the
years to come.
Although this was the third in the series, I had never been to one of these
manufacturer/dealer E.N.G. Next Generation Automotive CRM conferences before, and was
very impressed with the information presented and the quality of the presenters and
audience. At the end of the day (literally), I’m more convinced than ever that the
automotive retailer world is rapidly dividing up into those that “get it” and those that don’t
(or refuse to…sometimes clinging to old past practices as doggedly as the venture capital
folks a few years ago were blindly convinced that Internet-based “bubble era” companies
were going to replace the automotive retailer). It’s clear to me, at least, that with new
technologies, automotive retailing is evolving and changing more rapidly today in prospect
lead generation and customer relationship management than at any time in its 100+ year
history – the message is “keep up with the latest developments, or lose the race to the
competition…”
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http://fleet-ingthoughts.blogspot.com/2006_09_01_fleet-ingthoughts_archive.html 1/25/2007