CRM…and we lost the audience. Seriously, Brooke? You are REALLY going to talk about Customer Relationship Management tools?! Well not exactly. More like, engagement. How to do more with less. Why we should change our mindset & start viewing CRMs as an engagement tool rather than data management tool. Could you imagine simplifying the process and having the time to actually datamind your database? Wouldn’t you love to know when and how to communicate with your customers and how that drives ROI? Call me crazy, but that would be pretty epic!Steve Roessler, Chief Evangelist Officer of DriveCentric, & I discuss using your CRM to maximize marketing & customer engagement. With hundreds of thousands of customers, why should you pay for acquisition tools? You are sitting on a goldmine! Our discussion will include how to effectively utilize your existing database and best practices for maximizing ROI. Whether just starting or a veteran with using video, this topic has been the subject of Steve's keynotes countless times!Connect with Steve Roessler:  https://qrco.de/bdOE7cLet BZ Consultants Inspect What Should Be Expected: https://qrco.de/bcqqFoYoutube ▶️ https://bit.ly/3zeOw3iFollow, subscribe, rate, & never miss a Facts Not Feelings Show!Chapters0:00 Start1:12 Many have tried to match Steve Roessler’s, Chief Evangelist Officer of DriveCentric, energy but all failed. Let's do this!4:31 Before jumping into the main topic at hand, let’s hit the hard journalism: What's Steve Roessler’s beer of choice?7:39 Why should your CRM be viewed as an engagement tool rather than a data management tool? How can we better engage with our consumers? How are you conversing with your customers: like a robot or like they are your friends? Are you earning the rightt to speak with the customer on the phone through texting? Are you using video to bridge the digital showroom gap?10:53 Not sure why, when, or how to send the video. There's the classic Walk Around and BDC Intro video, which are a great start. Why not take a step further? Have some fun, let your personality shine through the video, & think outside the box with some of Steve’s fun ideas! What’s your favorite?13:05 Don’t forget about service! Including video into your process not only adds an extra layer of personalization but also transparency which equates to an average of $100 more per RO when video is used.15:26 Remember the tool is only as good as the human using it! Do not forget to use common sense! Are your processes set up correctly? Do not rely solely on a machine to tell you what to do.20:22 Are you celebrating video at your store to build culture?25:14 We all want more time in our lives! Video saves you time. By the time it took you to write that email, you could have sent multiple videos! Consumers are impatient, this has been massively accelerated since 2020. If we do not answer our customer's question with an actual human conversation within 10 minutes, their patience with us is gone.33:56 How you engage with your customers and answer with intention and urgency provides reassurance to the customer that you are there for them, leading to a psychological win & brand that is lasting. Is your customer experience developing a customer reaction?39:52 Lightning Round Where Lightning May Have Struck the Studio & Fried the Communication#FactsNotFeelings #MovingAutomotiveForward #LiveWithDriveGuy #CRM #SteveRoessler #DriveCentric