This document outlines a customer life cycle management plan for a dealership. It details the communication timeline for customers over a 12 month period from initial contact through ongoing communications. In the first month after initial contact via inbound call, showroom visit, or internet, the dealership will follow up with phone calls and messages to provide information and incentive offers. Throughout the following 11 months, the dealership will continue periodic communications through phone calls, emails, and newsletters regarding sales, promotions, and incentives to maintain customer engagement.

1. Customer Life Cycle Management
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Inbound Calls
Unsold Showroom Traffic
Internet
Month 1
Month 1
Month 1
Manager
Call Back
Within 15 Min.
No
appt?
Day 1
Great
News
Message
Important
Details
Message
Day 2
Day 3
Important
Information
Message
Vehicle
Needs Have
Changed
Message
Huge
Savings
If You Have
Purchased
Day 20
I Certainly Don’t
Want to
Bother You
Vehicle
Needs Have
Changed
Message
Day 45
Sales Meeting
Reason for
Calling/Need
to Talk Message
Public Relations/
Internet Sales Manager
Call Thank You
From Manager
If You Have
Purchased
Day 10
Enthusiasm
Message/Reason
for Calling
Alternative
Vehicles Message
Day 30
T.O. to GM
Manager
Auto Send
New
Programs
Day 45
Sales Meeting
Objection
Auto Send
Inventory
Changes Message
Day 60
New Programs
Reason for
Calling Message
New Incentives
Auto Send
Sales Meeting
Auto Send
It Has
Been Quite
Sometime
Day 90
It Has
Been Quite
Sometime
Sales Meeting
Call
Month 3
Day 75
Day 90
3rd Party
Public Relations
Call Message
Month 2
Month 3
Month 3
Reason for
Calling/Need
to Talk Email
Survey
Auto Send
Day 20
Inventory
Has Changed
2nd Attempt
Internet Outbound
Script/Great
News
Test Drive Here
Send Auto
Day 15
I Certainly Don’t
Want to
Bother You
Day 60
Immediately
or less than 30 Min
Initial Response/
General/Specific
Day 6
Month 2
Month 2
Day 60
Day 3
Immediately
or less than 30 Min
Phone First
Script/Great
News Message
Day 9
Huge
Savings
Inventory
Day 30
Has Changed
New
Programs
Day 2
Important
Details
Message
Day 12
Day 20
Day 30
Day 45
Great
News
Message
Day 5
Day 7
Day 12
Day 1
Day 2
Day 3
Day 5
Day 7
Day 1
Public Relations
Call/Good News
Message
Survey #2
Auto Send
Day 90
Please Remove
Auto Send
Please Remove
Message
If Appt. is obtained
Confirmation Email
Month 6
Month 6
Dealership Newsletter,
Dealership/ManufacturerCampaigns,
Sales/Service Promotions
Dealership Newsletter,
Dealership/ManufacturerCampaigns,
Sales/Service Promotions
Month 9
Month 9
Month 9
Dealership Newsletter,
Dealership/ManufacturerCampaigns,
Sales/Service Promotions
Dealership Newsletter,
Dealership/ManufacturerCampaigns,
Sales/Service Promotions
Dealership Newsletter,
Dealership/ManufacturerCampaigns,
Sales/Service Promotions
Month 12
Month 12
Month 12
Dealership Newsletter,
Dealership/ManufacturerCampaigns,
Sales/Service Promotions
Dealership Newsletter,
Dealership/ManufacturerCampaigns,
Sales/Service Promotions
Dealership Newsletter,
Dealership/ManufacturerCampaigns,
Sales/Service Promotions
On Going
On Going
On Going
Dealership Newsletter,
Dealership/ManufacturerCampaigns,
Sales/Service Promotions
Dealership Newsletter,
Dealership/ManufacturerCampaigns,
Sales/Service Promotions
Dealership Newsletter,
Dealership/ManufacturerCampaigns,
Sales/Service Promotions
Month 6
Dealership Newsletter,
Dealership/ManufacturerCampaigns,
Sales/Service Promotions