FI showroom red and grey logo
MenuMENU
SearchSEARCH

Study Shows CRM Systems Put Auto Dealerships Ahead

IRVINE, Calif. -- Updated results from University of Maryland's Robert H. Smith School of Business study found that auto dealerships using customer management systems are performing 23 percent better than their competition.

by Staff
July 13, 2006
2 min to read


IRVINE, Calif. -- Updated results from University of Maryland's Robert H. Smith School of Business study found that auto dealerships using customer management systems are performing 23 percent better than their competition.


The research is based on a survey issued by the school's Department of Decision and Information Technologies and distributed through Autobytel Inc. to thousands of customer dealerships, including those that use Autobytel's Web Control® system and Retention Performance Marketing (RPM®) program.

Ad Loading...


One of the most important findings was that simply having the CRM technology in place at the dealership does not make a significant difference in performance. Dealerships that see the greatest success share three distinct characteristics: they are using the technology on a daily basis; they have implemented business process change tactics, such as providing incentives for sales staff who use the system; and they are taking full advantage of the automation capabilities available in these systems.


The study defines customer management systems as information systems used to attract and manage leads/customers through pre- and post-sales activities. As initial results confirmed earlier this year, an overwhelming 91 percent of survey respondents reported customer management systems have created value in the vehicle sales process.


The academic paper detailing the study and its results is available at www.autobytel.com/content/home/help/PressRoom/index.cfm/action/caseStudies under "Industry Research." Building on the results of the study, an Autobytel consumer checklist "What Does your Dealer Do for You?" will be issued later this year.


Topics:F&I

More F&I

Cover image for a BOK Financial report titled “Timing the market: How avoiding volatility entirely can hurt long-term reinsurance program performance.” The image shows several road construction barricades with flashing amber warning lights lined up in a nighttime work zone. Beneath the image, red text explains that avoiding volatility can mean falling behind inflation and missing market rebounds that drive long-term surplus growth. The BOK Financial logo appears at the bottom right.
SponsoredMay 8, 2026

Timing the Market Can Hurt Long-Term Program Performance

For dealer-owned reinsurance entities, avoiding volatility entirely can mean falling behind inflation and missing market rebounds that drive long term surplus growth. Missing just a handful of strong market days can materially impact cumulative returns—an important reminder for long horizon trust and investment strategies.

Read More →
Ryan Ruff, The 90/10 Rule, Automotive Training Academy, Sales Series
F&IMay 6, 2026

The 90/10 Rule

In this video, Ryan Ruff explains the rule that elite sales professionals use to turn ordinary conversations into unforgettable customer experiences.

Read More →
Photo of essential oil diffuser on desk next to laptop
F&IMay 4, 2026

Your Office Is Talking

What’s the atmosphere saying about you to your customers? You can make minor adjustments and additions that transform your space into one that creates trust with the people on the other side of the desk.

Read More →
Ad Loading...
"Effective training ensures the customer’s needs remain at the heart of everything we do. When that is the focus, both sales and profits naturally improve." by Rick McCormick with F&I and Showroom logo and picture of Rick McCormick
F&IMay 1, 2026

F&I Training Fundamentals

How can auto dealerships help F&I managers fulfill their vital role in the most effective ways? Industry expert Rick McCormick shares his insights on the best ways to train these professionals and help them maintain good habits.

Read More →
Photo of car tire and the tread mark it left in snow
F&Iby Hannah MitchellApril 29, 2026

Not Just Any Tire Will Do

More consumers and businesses are opting for all-season options for various reasons as safety, sustainability and convenience push practical change.

Read More →
Photo of robot holding a laptop
F&Iby Hannah MitchellApril 27, 2026

How AI Will Drive the Next Wave of Innovation in Finance & Insurance

It’s time to take the next digital step to free F&I managers to handle the most challenging aspects of customer meetings.

Read More →
Ad Loading...
Photo of notepad and pen next to computer keyboard on desktop
F&IApril 13, 2026

Control in Sales Is an Illusion

Some of it should be given to the customer, but that doesn’t mean the F&I office relinquishes the process. In fact, a different approach both builds trust and boosts sales.

Read More →
Photo of external keyboard on office deak next to window
F&IApril 7, 2026

The Limited Warranty Game

Bringing it in-house benefits the dealership and its customers.

Read More →
Woman in casual clothing sitting at a desk
F&Iby Rick McCormickMarch 31, 2026

Curb The Confusion

Talk to F&I customers like you’d talk to a friend, without industry lingo or sales-like questions, and use hard proof to show, not tell, them about a need.

Read More →
Ad Loading...
Photo of man's hand on laptop computer keyboard with blank screen
F&IMarch 16, 2026

There Is Always one More Product

Helping F&I customers understand complementary offerings is likely to lead to more sales, based on the success of a high-performing practitioner of the philosophy.

Read More →