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Why tailoring the customer experience is key to dealership success — Jessie Hammonds | CDK Global

One of the biggest trends taking root throughout the retail automotive industry is prioritizing and enhancing the customer experience. For so long, price was the driving factor in consumer decision-making, however, according to CDK Global market research, one in three consumers rank a flexible and seamless experience over price. This shift in consumer behavior is driving a wave of innovation and competition among industry players.

Jessie Hammonds, Product Marketing Manager for CDK Global, recently joined Jim Fitzpatrick on the CBT stage at the 2023 Digital Dealer conference, to share her insights.

Key takeaways:

1. To address these changes in car buyer preferences, CDK Global launched its new, streamlined CRM user interface. Designed to be intuitive, dealers can expect to see the same workflows that CDK is known for, without having to learn their day-to-day tasks over again.

2. CDK also recently launched the CDK Dealership Xperience and its advanced solution, Modern Retail Suite, which combines a dealership’s CRM, digital retailing platform, and finance tools into one single application.

3. These new features will enhance the experiences dealership personnel have with customers. Whether it be online or in-store, all stakeholders must have a vested interest in the overall customer experience.

"I'm really excited to see dealers adopt that modern retail workflow. That's really what's going to drive business success opportunities and growth is leveraging that modern retail experience." — Jessie Hammonds

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Anna Delvillar
Anna Delvillar
Anna is the editorial and programming coordinator at CBT News. She graduated with a B.A. in English Composition from Georgia State University. She is an enthusiastic and skilled media professional with high-caliber communication skills, and has five years of experience performing multimedia writing, editing, and publishing for automotive, tech, and small business media.

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