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NADA 2019 — San Francisco January 25–27

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Mark Vickery

Senior Director, Performance Management

Mark joined VinSolutions in 2013 as Director of Performance Management, after serving as one of the early Performance Managers at sister company vAuto. Charged with implementing a true account management department, Mark has grown VinSolutions’ Performance Management department from approximately 30 people in 2013 to more than 80. Mark brings a strong background in the retail car business with a focus on customer retention and leading and establishing teams.

Have a question or comment for Mark? Connect with him on LinkedIn.

Articles by Mark Vickery

Article
2019 New Year’s Resolution: One More

It’s a new year, which means it is time to celebrate all we’ve accomplished and reflect on what we want to accomplish next. New Year’s resolutions aren’t just for your personal life though. The start of a new year is a great time to take a look at your professional priorities too. 

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Webinar
How the CRM Improves Customer Experience

Dealers can learn to close deals more efficiently by targeting new and repeat business while personalizing the customer experience. Watch the webinar to learn how to maximize your CRM and improve the car buying experience. 

Watch the Webinar
Article
A Formula for Dealership Success Despite Shrinking Margins

We’re coming off of a few great years, so you might not feel it yet, but vehicle sales are trending downward and profit margins already have begun to compress. It’s just the cyclical nature of the automotive industry. Follow this simple formula for success to relieve the pressure before it can build.

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Webinar
Revisiting Your CRM Processes to Increase Profitability

CRM processes play an enormous role in how cars are sold at a dealership. Yet many dealers are failing to examine the effectiveness of their workflows. During this webinar, you'll hear Mark Vickery explain how to recognize when your CRM processes aren't working and how to identify key first steps in making CRM process improvements.

Watch the Webinar
Article
Accountability: Who’s Doing What?

Ahhhh. Leadership. Accountability. Both are concepts we are all too familiar with. Can you have one without the other? I don’t think so. Leadership is many things, and many books have been written on the topic, but I’m going to ask you to zero in on one aspect: accountability.

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Article
Almost Everyone Texts Today. How About Your Dealership?

Your customers are busy. They don’t want to have to read lengthy emails or take voice phone calls from your dealership when they could be receiving and sending convenient text messages instead.

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Article
Are You Making a Common CRM Process Mistake?

The CRM only works as well as the people using it. And to get your people to use the CRM, you have to implement the right processes that will allow them to do their best work. Every dealership is different, so every process should be different, but there are a couple of common mistakes we often see dealers make that are worth keeping in mind as you develop your processes.

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Article
Are You Making a Top 5 CRM Mistake

Many times, dealers are disappointed in their customer relationship management system. Despite investment in a CRM, many dealers still don’t hit the numbers they wanted or see the operational improvements they expected. In many cases, users are making one or more of these basic CRM mistakes at their dealership.

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Article
Are Your Customers Feeling the Love?

Whether you think Valentine’s Day is the most romantic holiday of the year or an elaborate scheme by greeting card companies, it is upon us. We spend this time of year showing our loved ones we care, but is your dealership doing the same for your customers? Here’s a few key areas to keep in mind when evaluating your customer communications.

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Article
Cementing the Service Relationship

Most dealers know that service is a huge revenue generator. On average, according to NADA, fixed ops gross profits contribute up to nearly half ofa dealership’s gross profit. And yet,most dealers are missing the mark when it comes to capturing service business and retaining customers.

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Article
CRM Strategies to Drive Dealership Success in 2019

In most cases, poor utilization of the CRM and the resulting poor data quality are the underlying reason why many dealerships do not realize their true potential. With 2019 just around the corner, it will be critical for dealerships to take a closer look at how their staff are utilizing the CRM.

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Article
Face – and Defeat – the Ugly Truth with the CRM

It’s an ugly truth in our industry – customers don’t like the car-buying process. According to a 2015 Autotrader Car Buyer of the Future Study, less than 1 percent of consumers like the current process. But there’s good news: dealers can greatly improve the car-buying process by simply making the most of the tools like VinSolutions Connect CRM that are already at their disposal.

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Article
Five Key CRM Utilization Metrics

You know your dealership’s CRM is a key part of winning sales — but how well are you using it? It’s a question easier asked than answered, but it’s worth making the effort to figure out. So how can you begin to evaluate how well your dealership is utilizing your CRM? These five metrics are often a good place to start.

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Article
Give Your CRM Good Data for More Profitable Customer Connections

One constant message we send to our customers is that your CRM is only as good as the data entered in it. The way data is captured, managed and utilized in the CRM is the key to customer acquisition and retention. So, why aren’t dealers focusing on utilizing their CRMs to generate more business from your known customer base?

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Article
Is It Time to Reevaluate Your Dealership’s CRM?

What happens when your salespeople have had time to get to know your CRM, but the improvements aren’t materializing or are less dramatic than you’d hoped? Assuming your staff is using the CRM as well as they can in accordance with the processes you’ve set up, the problem might be with the CRM itself.

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Article
Is Your CRM Giving You Tricks or Treats?

We’re approaching Halloween, so we’re surrounded by all things spooky: gory masks, creepy decorations and bone-chilling movies. But for many dealerships, the scariest thing of all has nothing to do with Halloween: There could be lost profit opportunities hiding in your CRM. EEK! 

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Article
New Year, Same Customers: Improving Retention in 2018

Many of us embrace the new year as a symbol of a clean slate in our personal lives, as a chance to start fresh. But if you’re starting from a “clean slate” at your dealership this new year, you’re likely missing out on big opportunities for customer retention, sales and improved profitability. Here are a few tips for improving customer retention and starting out the new year strong.  

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Article
The Business Case for Gratitude

It’s that time of year when we focus on how thankful we are for what we have. We go around the table and verbally express our gratitude for our friends, our family and the food in front of us. This year, I’m upping my thank you game, and I challenge you to the same in your dealership: for the benefit of your employees, your customers, and yourself. 

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Article
Three Key Action Items for Dealerships

I get it – it’s hard to stay focused. Keeping the unread emails to double-digits is a feat, and social media notifications never stop rolling in. There’s a shiny new technology available every week, and the amount of content to read and listen to online is endless. We’re all guilty of overcomplicating things, but in reality, most dealers can benefit from focusing on three key action items.

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Article
Trust the Process: Improve Your CRM Processes for Long-Term Success

Dealers need to recognize that process changes that may seem painful in the short term are critical to long-term success.To make the most of their CRM and drive success, dealers must not only trust their existing processes, but also recognize when it’s time to revisit those processes. Then they must fully commit to trusting those new processes. Learn how to improve your CRM processes for long-term success. 

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