The expert has more than 12 years of experience in the car dealership industry in the US. He was responsible for the software development of all the systems that run the front/back-end of a major car dealership. This included the CRM through the sales process and handling all the back end processes. The expert was responsible for the build-out of a cross-functional store and was the lead for the technology side of that endeavor. His team also designed and implemented a customer 360-degree view that provides visibility into the entire customer journey.
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Regarding growth, CarMax has around 8% of used car sales, in established markets like Richmond and Atlanta, while their nationwide share is around 4%. There's potential for growth if they can replicate their success in established markets across the United States.
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They don't just get data from the vehicles they bid on, but data on every vehicle that is at that auction.
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I think this is still going on today, and it's part of the reason why I'm not there anymore. When I was there, everything was focused around the customer. We had one experience for the customer, one goal for them, and every team rallied around that to solve that specific problem. However, now there's a lot of spending happening, and everyone is still trying to do things for the customer, but they're not doing it cohesively. Each team is solving their own problem or what they think is their own problem for the customer, and they're not working together to build a cohesive solution. I think there's a bit too much of teams thinking that whatever they're building is the most important thing, without considering the overall vision.
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The expert has more than 12 years of experience in the car dealership industry in the US. He was responsible for the software development of all the systems that run the front/back-end of a major car dealership. This included the CRM through the sales process and handling all the back end processes. The expert was responsible for the build-out of a cross-functional store and was the lead for the technology side of that endeavor. His team also designed and implemented a customer 360-degree view that provides visibility into the entire customer journey.
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