How to manage customer profiles in SalesLink - Executive.
Customer Profiles
If Customer Profiles is not set as the Home page it can be accessed by clicking the Customer Segmentation link under ON THE GO in the top navigation bar.
The Customer Profiles page displays three tables with in-depth details regarding your dealership’s current customers.
Use the filters at the top of the page to narrow down the customers that are displayed. The tables will automatically update as each filter is selected.
Use the tabs in the bottom table to view customer profiles by Equip Potential, Equip Type, PS Potential, or PS Type.
MSR Definitions
Loyalty:
- Ours: Customer mainly purchases equipment sold by your dealership (75%+ of units) and your dealership is viewed as a preferred supplier for equipment needs.
- Swing: Customer’s fleet is mixed between your dealership offerings and competitive units (40%-75%). Customer will purchase from supplier who offers best deal; not loyal to a brand.
- Theirs: Customer’s fleet is mainly competitive equipment (Your dealership’s supplied content is under 40%). This customer may be a loyal one, but not to your dealership.
- Acct: Sub-account of another – listed as an Accounting account in order to only show this customer once in the main profiles.
- Non-Customer: Supplier, Competitor, Vendor. A company that may, for example, buy parts from your dealership but would never buy equipment.
- Unknown: The sales rep has not met the customer and is not aware of what the potential is.
Growth:
- High: There is a 75%+ chance this customer will purchase equipment in the upcoming 12-18 month buying season.
- Med: There is a 50% chance this customer will purchase equipment in the upcoming 12-18 month buying season.
- Low: This customer is unlikely to be in market within the upcoming 12-18 month buying season.
- Inact: Account is inactive at this time and it is doubtful that any M&S revenue will be achieved.
PSSR Definitions
Loyalty:
- DI4M (Do It for Me): You have a relationship with this customer with possible maintenance agreements on the majority of their fleet. This customer uses your shops and field mechanics almost exclusively to look after their equipment and purchases the majority of their equipment parts from your dealership.
- WWM (Work with Me): This customer will pick and choose the work that he has your dealership perform for him and will utilize other means for the rest. He may have his own mechanic and shop for certain aspects of equipment maintenance. Generally, the Dealer might do the major PMs for the customer.
- DIM (Do It Myself): This customer prefers to do the work themselves with their own mechanics, or at another shop facility other than yours. He will shop his parts around, uses “will-fit” and/or service labor except for warranty work.
- Acct: Sub-account of another – listed as an Accounting account in order to only show this customer once in the main profiles
- Non-Customer: Supplier, Competitor, Vendor. A company that may, for example, buy parts from your dealership but would never buy equipment.
- Unknown: The sales rep has not met the customer and is not aware of what the potential is.
Growth:
- High: There is a high probability that you can increase your P&S revenue with this customer this year over the past year. Possibility exists to increase revenue at least 10% over the total levels of past year. Strong opportunity with this account.
- Med: There is a 50% chance that you can increase P&S revenues with this customer over the levels of the past year. You anticipate that with some targeted efforts, this customer spend with our P&S shops can increase over the levels of the past year.
- Low: You don’t believe this customer’s P&S spending can be increased over the coming year over the past year’s dollar revenue. It is probable that the same level of revenue will be achieved as in the previous year.
- Inact: Account is mostly inactive at this time and it is doubtful that any P&S revenue will be achieved.