Manager Forum

I had a customer receive a lost customer email after 10 months. They had been in multiple times in the intern with there other vehicle is this normal? Also this said customer has been called at least 6 times for reviews. I would think that is quite excessive.

Have you spoken to your dedicated CRM representative yet? Much of this is customizable.

I have not. I actually do not know whom it is any longer. It seems to change often.

When I see something random or weird, my first call is to the CRM department. I ask then to explain the process behind the scenes and often discover there is some flexibility/ tweaking that can be done to tailor the CRM process to meet my needs. Or we discover that *they* have an issue that needs addressing. They are usually helpful.

FYI - I was just informed that Brian sent an email to his agent this morning and requested to change the “month since last visit”, which we did. This should be fine now.

I love this flexibility; not one size fits all. I have many customers that only come in once a year, so my 'lost customer' doesn't really start until 16 months or so.

Yes they said they automatically set it to 9 months. They then offered 12 or 15 months. I opted for 15. Thank you.

I found it odd that it would send a lost customer message to a person based on the vehicle not the person. The said person had been in numerous times even in the 9 months with another vehicle. I feel when a message like this gets sent it makes the program lose some credibility.

brianp87 wrote:I found it odd that it would send a lost customer message to a person based on the vehicle not the person. The said person had been in numerous times even in the 9 months with another vehicle. I feel when a message like this gets sent it makes the program lose some credibility.

Were they able to explain the reasoning behind this and how they could rectify it?

No and no. All I was told is I could remove the customer and/or the vehicle from the marketing program. I was told that they find 9 months is best. I find it hard to believe that it is a setting based on vehicle not customer.