CRI News

CRI News - Dealer

1/1/10
Use CRI to Drive Revenue, as well as Retain Customers
CRI is now an one-stop-shop offering auto dealers effective marketing programs for existing customers, conquest marketing, and customer retention services. The majority of popular services today revolve around driving immediate revenue. The most effective offerings are the Loyalty-Reminder Program (driven by advanced data mining techniques),Recapture Opportunity Program (lost customer), Direct Mail and Email Marketing, Recommended Service Reminder (declined services), and Recall Services. The Conquest/Qualified PMA Lead Generation Program is also tremendously effective and drives new customers to your dealership.

10/15/09
CRI Recall Program is Launched
CRI now offers an automated solution for proactively identifying automobile recalls and driving additional warranty and service revenues to your dealership. On average, 1 in 8 VIN’s in a dealer’s DMS has an outstanding recall. We identify these customers, and work to drive them into your service bays, creating a new revenue stream for the dealership. This program is a win-win for the dealership and your customers. Approximately 75% of recall customers have Customer Pay work performed, at an average of $277 per RO. Take advantage of tremendous response rates and increased revenue.

10/1/09
Monthly Referral Certificates Now Available Online
CRI is proud to announce a new option, which allows all clients to access monthly Referral Certificates online. Several clients expressed the fact that they do not post new certificates each month. The online version saves paper and allows you to print and post the monthly certificates you choose. This allows for printing of multiple certificates and gives you the option to post them in as many locations as you desire. When you log in to the CRI website, simply select “Referral Certificate”. From there you will be able to select the month of your choice, and print your certificates.

6/01/09
New CRI Website Coming Soon
A new website is on its way. Only the public area of the website will change so everything behind your customer login will remain exactly the same. Therefore, the only difference for current clients is the location of the login and password area on the home page. The new website will have a far more cutting-edge look and feel. It contains clear detail on every automotive program we offer to each specific segment of the automotive industry we serve. It also contains more detail on our call center, along with every article CRI has published in national magazines.

5/15/09
New Marketing Program with a Tremendous ROI is Launched - Taking Off Quickly
In addition to customer loyalty programs, CRI is having great success with the Conquest/Qualified PMA Lead Generation Program, which drives undiscovered traffic. At a 94% accuracy rate, CRI has the ability to specifically identify drivers of specific makes and models of vehicles by year, within zip codes of your choice. We scrub this list against your DMS then deliver a final list of qualified prospects in your PMA. We then market to these customers by direct mail or multi-channel communication. You only pay for new prospects we uncover, revenue is generated immediately and the ROI is tremendous.

10/15/08
CRI Dealer Loyalty Program Launching
After more than 2-years of research and development, the CRI Dealer Loyalty Program is launching November 1st, 2008. Driving immediate service and sales revenue, the program uses a strategic blend of all reliable methods of communication coupled with innovative database mining. It delivers the perfect message at the precise time for every single customer. We know the history of every one of your customers, the vehicle they drive, the number of miles per day they drive, the service they are due for, and exactly when they are due. We send timed personalized communication using a blend of email, direct mail, live and voice messaging telephone, and text messaging to drive revenue. Detailed reporting proves the tremendous ROI of the program.

7/01/08
Second Generation of "Follow-up Results" Launching
Customer Research, Inc., is currently migrating to new color-coded "Follow-up Results" web pages, which provide more options, and are more user friendly. They display key information on one line per survey and can be expanded to show all detail. The new search screen will allow you to pull follow-up results by any field, as well as view customers that are currently in progress in the call center. There are also calendars and drop-downs to help you easily select your dates. At the same time, we will provide additional value to our CSI follow-up program by gathering email addresses for you on our sales and service department calls.

6/15/08
New Technology Paves Path for Improved CSI Program
On July 1st, Customer Research, Inc., will be improving the calling procedure for all service and sales department CSI calls. There is a long list of added benefits and new functionality which benefits you and caters to your customers; 1 - We will begin displaying Caller ID for the first time ever, 2 - We will leave a message on the first attempt we reach an answering machine (rather than the final attempt), 3 - The message will be a 100% consistent recording on every call. If a customer ever answers the phone, we will continue to always connect a live agent as we have in the past, 4 - We will begin accepting inbound calls 24/7, 5 - If a customer calls after-hours, they will have the option to complete an IVR (Interactive Voice Response) survey on their touch-tone phone.

3/15/08
Coming Soon - A Wide Array of New Programs
Customer Research, Inc., has been working towards being the single source vendor for any dealership's customer loyalty and marketing needs. A Loyalty Reminder Program that uses Email, Direct Mail, Live Telephone, Recorded Telephone and Text Messaging to strategically communicate with your customers more than 3000 times each month. Voice Messaging services that use in-house technology and leave voice mails from you, for all your customers and prospects for just pennies. Also available is a full array of Direct Mail services. The goal for all programs is to drive service and sales revenue.

3/01/08
Generate Revenue with Sales Maximizer and Recapture Opportunity Programs
If business is down in your dealership, allow Customer Research, Inc., to generate high quality sales leads directly from your DMS or drive inactive customers back into your service department. Customer Research, Inc., knows which customers in your DMS are likely to be in the market for a new vehicle in the near future, makes a live contact then delivers qualified leads. In service, customers that have not returned in 6 - 18 months are driven in at a 25% success rate. With over 100 employees to choose from, only the highest-level sales agents are used on revenue generating campaigns, and they have tremendous success scheduling appointments and driving traffic.

11/15/07
New 60-Seat Call Center is Completed in Tukwila, Washington
A new 4500+ square-foot call center is completed, and the Customer Research, Inc., call center staff has begun its migration to the new state-of-the-art facility. Steady growth to well over 100 employees has led to this increase from 40 to 60 call center seats. Also, the company has recently made the largest investment in its history with the purchase of a new Aspect dialer, which is the most robust dialing platform in the world. The administrative staff will remain at the national headquarters in Seahurst, Washington, and the company is now positioned for significant growth.

11/01/07
J.D. Power and Associates select Customer Research, Inc., as Supplier
On September 13th 2007, J.D. Power and Associates entered into a Master Services Agreement making Customer Research, Inc., an official supplier. Customer Research, Inc., who will be fulfilling telephone research projects, started business within one-year of J.D. Power and Associates (now owned by McGraw-Hill), and is pleased that 40-years later a supplier partnership has been established.

6/01/07
Honda Clients Honored with 2006 Presidents Award
Two of the four 2006 Washington Honda Presidents Award winning dealers are Customer Research, Inc., clients. Sims Honda, a 4th Year Winner, and Northwest Honda, a 3rd Year Winner, once again earned the award. The President's Award reflects a total commitment to customers; it is the highest award that a Honda dealership can receive because it demands the highest personal investment and stimulates the greatest results - satisfied, loyal customers. Customer Research, Inc., is proud to be part of this success.

11/15/06
AutoNation Selects Customer Research, Inc., as Authorized Vendor
The largest dealership group in the US recently selected Customer Research, Inc., as an authorized CSI follow-up vendor. AutoNation dealers have access to an exclusive Intranet, which includes an area containing vendors that have been approved by AutoNation. These vendors have been carefully examined, exceed AutoNation standards, and are first in class offering exceptional products and services.

11/01/06
Customer Research, Inc., Added as a Toyota Signature Resource
Customer Research, Inc., was recently added to the Toyota Signature Idea Share Network as a Signature Resource. This further strengthens the relationship between Toyota Motor Sales USA and Customer Research, Inc., who has been an approved vendor on the Toyota Certified Collision Center (TCCC) program since March of 2003, and was recently named as an approved vendor on the Lexus Certified Collision Center (LCCC) program.

9/15/06
Customer Research, Inc., Corporate Summary Reports
All clients with 2 or more accounts now have access to new "Corporate CSI Summary Reports" on the Customer Research, Inc., website. These reports are a powerful management tool designed for the highest level of ownership or management. They provide comparisons of each individual location or manufacturer to the group average, as well as our national database average. This web page will also provide access to individual account web menus, no longer requiring individual logins for each account.

10/1/05
Launch of New Website Menu Scheduled
More than 800 Customer Research, Inc., clients will be introduced to a new CSI website menu in the next month. Auto dealers (launching 11/1) and collision centers (launching 10/17) will have independent menus, catering to their specific business. The menus will be easier to navigate, and will allow you to: (1) Set-up and manage your E-Results (2) Add and view "Do Not Call" customers (3) Enter and upload customer information, and (4) Easily offer us feedback. Also, beginning 11/1, all clients will be able to login to the CSI menu directly from the Customer Research, Inc., home page.

7/1/05
Customer Research, Inc., "Do Not Call" Database
As a service to you, and a courtesy to your customers, Customer Research, Inc., maintains a confidential "Do Not Call" database for your customers that do not want future follow-up calls. Since our services are not considered "telemarketing", law does not require this process, but it is essential in good business. As a client, you may also inform us of any customer you would like added to this list in advance, which would prevent us from making any future call attempts to that number.

4/1/05
CSI Consulting Always Available
We always appreciate the opportunity to analyze your Customer Research, Inc., CSI summary reports with you, and we have the technology to streamline this process. If you would like to discuss your CSI reports with us, we have customer service representatives standing by. We have technology that allows you to view our computer screens over the Internet, so you can sit back and watch, as we uncover possible areas of concern on your summary reports.

12/15/04
Customer Research, Inc., Enjoys First Year as Supplier for DaimlerChrysler
Since being selected by DaimlerChrysler as the exclusive supplier for the SmartLink Lost Souls program, Customer Research, Inc., has observed tremendous growth. Launching nationally in 2004, the Lost Souls program involves appointment setting and gathering of follow-up information from service customers that have not returned to the dealership for an extended period of time. It is available to all Chrysler, Dodge, and Jeep dealers throughout the US.

9/1/04
Increase Sales - For FREE
We would like to present you with the opportunity to take advantage of the Customer Research, Inc., Sales Prospect Follow-up Program at no charge. This program provides immediate, critical information as to why potential customers are not purchasing vehicles from you. These insights may allow you to close the otherwise lost sale. This free trial is only available to current follow-up clients for a limited time, and we will perform this follow-up service for up to 75 of your prospects. To get started, please call or e-mail Customer Research, Inc.

7/1/04
Trend Report is added to CSI Programs
New interactive "Trend" system to be added to the Customer Research, Inc., web CSI programs. Beginning July 15th, you will have the ability to trend comments from your "Follow-up Results" screen. As you select a trend for your surveys, a real-time trending report takes shape and can be viewed in "Summary Reporting". This trending process is required by several manufacturer programs, and will help you track detailed problem areas within your department.

3/01/04
Gold Putter Giveaway
Customer Research, Inc., has launched a new referral program exclusively for current clients. If any client refers a new account (which becomes active), to Customer Research, Inc., they will receive a Customer Research, Inc., logo putter from Sedona Golf. A gold putter is awarded for dealership referrals, and a satin putter is awarded for collision center referrals. Select the following hyperlink to view the gold putter: http://www.sedonagolf.com/images/GP02_detail

1/01/04
January Launch Set for Web Based Sales Summary Reports
Beginning January 15th, all sales department follow-up clients will have the ability to pull January summary reports from the Customer Research, Inc., website. These reports will be available 24/7, throughout the month, and will be updated in "real time". The web summary reports will also include a "Salesperson Analysis", and a "Database Top 25".

11/01/03
Increase the Security of your Customer Information and CSI Results
It is critical that you periodically change your password on the Customer Research, Inc., web login, especially if there has been a personnel change. Remember, any person with your confidential user name and password, may access the information any time, from any web enabled computer. To change your password, login to the Customer Research, Inc., website, select "Change Password", and complete the short form.

10/01/03
Launch Date Set for Web Based Summary Reports
Beginning October 15th, all service department clients will have the ability to pull October summary reports from the Customer Research, Inc., website. These reports will be available 24/7, throughout the month, and will be updated in "real time". The web summary reports will also include a "Technician Analysis", which will break down CSI by each technician. Sales, collision center, and floor traffic reports will follow in the coming months.

8/15/03
ASA and AAA Approve Customer Research, Inc.
ASA Washington and AAA Washington/Inland have recently selected Customer Research, Inc. as an approved CSI follow-up vendor. Customer Research, Inc. is the exclusive CSI follow-up vendor for ASA Washington, who currently has more than 900 members. AAA Washington/Inland selected Customer Research, Inc. as an approved vendor after an onsite inspection and a detailed review of their follow-up programs.

6/15/03
Customer Research, Inc. Upgrades Technology
The Customer Research, Inc. web client access has been upgraded with Microsoft .NET technology. Your follow-up results will now appear instantly. No more couple second delay once follow-up criteria is selected. In addition, you will have the ability to go back beyond 3 months in pulling completed survey results. .NET also sets the platform to display monthly summary reports on-line. These reports will be updated in real-time, available 24/7 for you to view, and are coming soon!

4/15/03
Toyota Motor Sales USA Approves Customer Research, Inc.
Customer Research, Inc. has been selected as an approved vendor in support of the national Toyota Certified Collision Center (TCCC) program. Only four CSI vendors in the country met the requirements established by Toyota for this program. Of approximately 450 Toyota collision centers nationwide, a large percentage are TCCC certified. These certified shops meet high CSI levels and are required to utilize an approved TCCC vendor for CSI telephone follow-up.

3/1/03
Customer Research Launches E-Results Program
Customer Research, Inc. has the ability to e-mail all urgent follow-up results immediately each day to as many addresses as you choose. We e-mail all customer "Requests", "Complaints", "Comments", "Hot Prospects" and "Leads" (depending which follow-up program you are on), directly to you immediately each day. If you are not retrieving your follow-up results from www.CustomerResearch.com daily, and resolving customer issues in an extremely timely manner, E-Results will prove to be a tremendous benefit.

2/1/03
Customer Research, Inc. Forms Alliance With AIMData Corp.
Customer Research, Inc. has partnered with AIMData, a leading Database Marketing, Management, and CRM (Customer Relationship Management) technology provider based in Houston, Texas. AIMData offers an integrated suite of products working together to provide total dealership Customer Relationship Management from sales to service. When an AIMData client is utilizing their web based system, the client has the ability to view previous service, sales and floor traffic prospect follow-ups, via a link to the Customer Research, Inc. database.

1/15/03
Internet Explorer Settings
To properly view Customer Research, Inc. follow-up results on the Internet, please make sure your computer settings are correct. You must use Microsoft Internet Explorer as your Internet browser, and there is one Explorer default that should be changed before you begin. To change this feature, open Microsoft Internet Explorer and select "Tools", then "Internet Options". Under the "General" tab, click "Settings" in the "Temporary Internet Files" section. Under "Check for newer versions of stored pages:" choose "Every visit to the page" and click "OK" twice. Once you have updated this setting, you may leave it "as is". This will not have a negative impact on any other Internet usage.

1/1/03
New Password Level Of Access Introduced
We can now provide a second user name and password that prevents the user from deleting CTR’s within the Customer Research, Inc. follow-up results database. With two levels of user names and passwords, managers may create CTR’s, and require employees to complete the action plan. Employees will no longer have the ability to delete CTR’s, only the manager may do so. This creates total accountability for employees in following through with each and every CTR.