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As dealership technology stacks grow more complex, CRM platforms remain the system of record for sales, marketing, and customer engagement. This report analyzes dealer feedback across leading CRM providers, examining satisfaction, usability, reporting, support, and emerging capabilities such as AI-driven communication and automation. The findings offer a clear view into how well CRM platforms are supporting modern dealership operations—and where gaps still exist.
As automotive retail continues to evolve, CRM platforms are under increasing pressure to do more than manage leads. Dealers now expect their CRM to support complex workflows, integrate seamlessly with other systems, and deliver actionable insights across sales, marketing, and operations.
This market research report provides a dealer-informed view of the current CRM landscape. Built on direct feedback from dealership professionals, it evaluates how leading CRM platforms perform in real-world environments—not just in demos or feature lists. The report examines core areas such as usability, reporting and data access, mobile functionality, training, and support, while also exploring the growing role of AI-driven tools within CRM ecosystems.
Whether you’re reassessing a long-standing CRM relationship or preparing for a future platform decision, this report offers a structured framework to help dealers understand where CRM solutions are delivering value today—and what capabilities will matter most going forward.
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Streaming has become a core automotive advertising channel, but dealers still struggle to verify where their ads ran, how their budgets were spent, and whether reported results reflect real business impact. This research gives dealers a framework for evaluating CTV economics, placement quality, format integrity, pacing, attribution, and transparency.
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The 2027 Automotive CRM Research Report examines how AI, CDPs, cloud data warehouses, and evolving CRM platforms are reshaping who controls dealership data and customer communications. Brian Pasch explores the new standards dealers should demand as CRMs expand beyond sales into service, F&I, lifecycle marketing, compliance, and AI-agent governance.
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This investigative report reveals the surprising number of third-party scripts collecting customer data on dealer websites—often without the dealer’s knowledge. It introduces a comprehensive inspection checklist to help automotive retailers audit, optimize, and secure their digital properties.