This document discusses the importance of customer relationship management (CRM) systems for car dealerships. It notes that 69% of car buyers visit dealerships without calling or emailing first, so dealerships should focus their efforts on in-showroom sales. Effective CRM systems integrate customer data and follow-up processes to track sales opportunities and ensure accountability. When implementing a new CRM system, dealerships need buy-in from all employees by linking the system to clear benefits like increased sales.