"We are proud to announce the launch of the integrated Customer Management System, including newly developed Lead Management and Customer Satisfaction Survey Reporting tools," said Jeff Stephen, president of Marketing Loyalty Solutions. "We developed these tools to build customer loyalty, measure opportunities and generate revenue."

Marketing Loyalty Solution's research recently identified poor management of customer leads across many dealerships. Fifty percent of all leads were never followed up. Eighty percent of trade show leads were never followed up, and 60 percent of email leads were lost due to slow responses.

"The cost to acquire new customers is six times greater than the cost of selling to repeat customers," Stephen said. "New customers average a 19 percent closing ratio, while existing customers exceed a 50 percent closing ratio. There is a definite need here for effective customer management."

According to the research, a 5 percent increase in customer retention could increase profits by 85 percent. The Customer Management System helps companies keep better track of their new leads and current customers, allowing for increased customer satisfaction.

"A disappointed customer will tell between 8 and 10 people," Stephen said. "However, 70 percent of complaining customers will remain faithful if you resolve the issue well. It's not just about getting new customers. It's about keeping them."

The new Customer Management System offers more functionality with an integrated product suite including Lead Management, Loyalty Marketing and CSI survey reporting.

This complete solution gives companies the tools to track their leads from acquisition to sale, through the ownership cycle, and into the next purchase. Survey Reporting measures customer satisfaction throughout the process, managing referrals and customer defection. Exact contact dates and personal product requirements provide customized attention and data management.

"Businesses can maximize their profits just by managing their leads and customers more efficiently," said Darcy McNamara, the manager of business development for Marketing Loyalty Solutions. "And that's just what this new Customer Management System can help them do."

Users can set up real-time reporting across single stores or dealer groups on one Web-based system. This flexibility allows an enterprise-level view of customer activity across all departments in the dealership organization. Dealership processes and campaigns can also be tracked through performance scorecards, delivering concise reporting of key performance indicators.

The Customer Management System can support dealers with multiple locations, with entirely Web-based tools with no software purchase required.

"This product has a measurable ROI for your business," McNamara said.

For more information about Marketing Loyalty Solutions and the Customer Management System, visit them online at http://www.marketingloyalty.com

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