Your BDC shouldn’t be focused on one thing: setting the appointment.

Your BDC shouldn't be focused on one thing: setting the appointment.

Today's customer journey doesn't always start with a lead and end with a showroom visit.

Some customers want to communicate online. Others prefer texting or calling. Some want to complete most of the process remotely before ever stepping into the dealership.

Your CRM should capture that journey, and your BDC pay plan should reward employees for actually moving customers forward.

When compensation only rewards appointments, don't be surprised when every conversation becomes about getting an appointment.

Build the CRM process and pay plan around the customer, not just the calendar.