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.

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.