Glossary

CRM (Customer Relationship Management)

Software that manages customer interactions, lead follow-up, and sales processes - tracking every touchpoint from initial inquiry to purchase and beyond.

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CRM

Dealership Operations

What Is CRM (Customer Relationship Management)?

CRM systems in automotive retail track leads from all sources (website, phone, walk-in, third-party), manage follow-up sequences, and measure sales team performance. Major automotive CRMs include VinSolutions, DealerSocket (now Solera), and Elead. From a marketing perspective, CRM data reveals which content and channels drive the highest-quality leads, enabling better attribution. CRM integration with content platforms enables personalized follow-up content, equity mining campaigns, and service retention communications. The CRM is where SEO leads are ultimately measured - connecting organic traffic to actual deals.

Related Terms

DMS

The core software system that manages a dealership's operations - inventory, sales, service, parts, accounting, and customer records.

BDC

A dedicated team within a dealership that handles inbound leads, appointment setting, follow-up calls, and customer outreach across all departments.

Lead Attribution

The process of identifying which marketing channels, content, and touchpoints contributed to a customer becoming a lead - connecting marketing spend to revenue.

Deep-Dive Guides

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/resources/ai-customer-retention-dealerships

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