Automotive CRM – Dealer Management & Customer Lifecycle

Module 1: Introduction to Automotive CRM

• Automotive CRM landscape: dealer-focused platforms and OEM systems
• Key platforms: Salesforce Automotive Cloud, DealerSocket, and CDK Drive
• Automotive CRM objects: Vehicles, Leads, Opportunities, and Service Records
• Automotive customer lifecycle: prospect, purchase, ownership, and loyalty

Module 2: Lead Management for Automotive

• Lead sources: manufacturer portals, third-party sites, and walk-ins
• Lead routing: assigning enquiries to sales executives by model and location
• Lead response time: SLA configuration for dealer lead response
• BDC (Business Development Centre): centralised lead handling workflows

Module 3: Vehicle Inventory Management

• Vehicle record: make, model, year, VIN, mileage, and pricing
• New and used vehicle inventory tracking
• Vehicle availability: real-time stock status for sales team visibility
• Trade-in management: capturing and valuing part-exchange vehicles

Module 4: Sales Process and Deal Management

• Deal desk: structuring finance, insurance, and add-on products
• Test drive scheduling and confirmation workflow
• Quotation management: configuring and presenting vehicle quotes
• F&I (Finance and Insurance): deal structuring and compliance documentation

Module 5: Aftersales and Service CRM

• Service booking: scheduling workshop appointments from CRM
• Service history: linking past repairs and MOTs to vehicle and owner
• Service marketing: automated service reminder and recall campaigns
• Customer satisfaction: post-service survey and CSI score tracking

Module 6: Marketing and Conquest Campaigns

• Owner marketing: service reminder, model upgrade, and loyalty campaigns
• Conquest marketing: targeting competitor brand owners for switching
• Event marketing: test drive days and launch event management
• Digital marketing integration: leads from social and PPC campaigns

Module 7: Salesforce Automotive Cloud

• Automotive Cloud data model: Vehicle, Dealer, and Fleet objects
• Driver 360: unified customer and vehicle ownership view
• Automotive Cloud for OEMs: connected vehicle and dealer network management
• Einstein AI for Automotive: next-best-action for sales and service

Module 8: Capstone Project and Assessment

• Automotive CRM setup: vehicle inventory, lead routing, and deal pipeline
• Aftersales service booking and reminder campaign workflow
• Salesforce Automotive Cloud Driver 360 and Einstein AI configuration
• Final assessment and course certification

Experience in the Industry Gain expertise from automotive CRM specialists and dealer technology consultants who have implemented CRM systems for franchise dealerships, dealer groups, and OEM retail networks managing vehicle sales, aftersales, and customer loyalty programmes.

Backgrounds at the Top Our automotive CRM trainers have worked at automotive technology providers and Salesforce automotive partner organisations delivering dealer CRM transformations across passenger car, commercial vehicle, and motorcycle brands.

Clear & Effective Teaching Automotive lead management, vehicle inventory, deal desk, aftersales service, marketing campaigns, Salesforce Automotive Cloud, and Einstein AI are explained with real automotive retail examples.

Hands-On Learning Focus Students manage automotive leads, configure vehicle inventory, process deals, set up service booking workflows, build conquest campaigns, and configure Automotive Cloud Driver 360 through structured labs.

Up-to-Date Knowledge Trainers keep content current with the latest Salesforce Automotive Cloud releases, connected vehicle integration capabilities, EV dealer CRM considerations, and evolving automotive retail technology best practices.