Enhancing CDK's DMS and CRM Design with Customer Insights.
To examine customer perceptions of dealership actions in the car buying process, analyzing how these perceptions affect satisfaction and loyalty. We aim to derive valuable insights to inform the improvement of CDK's DMS and CRM designs for more customer-centric dealership operations.
How do customers perceive and respond to different dealership actions and behaviors when making a purchasing decision?
To what extent do customers prioritize dealership behaviors compared to other factors such as price, brand reputation, or product features when making a purchasing decision?
Understanding Customers' Perspectives
Identifying Pain Points
Enhancing the Car Buying Process
Competition and Retention
Persona and User Journey
Research and Discovery
Features & Functionalities
To resolve user needs
Real-time updates on vehicle
inventory for customers on available
car models and configurations.
Leveraging customer insights ensures marketing messages resonate with the target audience
System to ensure communication aligns with customers' preferences.