"In stormy weather, tend to your loyal anchors first"

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The Customer Retention Advantage

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Customer retention management is all about how your dealership manages to keep its existing customers coming back, time and time again. You may already perform some form of customer retention activities of your own, but with our help the core focus or strategy could be refined for far greater results.

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According to Deloitte (2021), repeat sales represent 25-30% of new vehicle sales for NZ’s top 30% dealers. This is double the profitability (193%) when compared to unsolicited conquest customers.

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Effective customer retention management gives dealers better insight into Used Vehicle stock, while improving service retention and opportunities to promote other dealership products such as finance and insurance. 

 

Building a successful customer retention strategy requires a multifaceted approach. Factors to consider include:

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• Release of new models (FMC/MMC)

• Distributor/Manufacturer financial support

• Promotion and advertising

• Leadership

• Strong customer intimacy between dealer and customer

• Used vehicle stock opportunities

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Simply put, when a retailer invests in effective customer retention practices, the profit potential of repeat sales and business across the dealership simply sky-rockets.

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Beyond CRM, we are a Business Advisory.

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Our priority is to support you in building robust CRM sales practices that will maximise sales and customer loyalty, in the short and long term.

 

However, there are many moving parts within a sales team that directly or indirectly impact your overall business performance. When needed we can provide you with advisory support in the following areas as well:

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• Sales planning and strategy

• External advertising and promotion

• Staffing and performance management

• Incentives and staff development

• Recruitment

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See our Results