The telephone dates to 1876, but many people people still don’t get how to use it properly. That includes some dealership personnel, says Scott May, vice president of CRM (customer relationship management) systems for AutoNation Inc., the nation’s largest auto retailer with 285 dealerships in 18 states. As a dealership communications tool for cultivating customers, the good old phone ranks right up there with modern marvels such as the Internet and CRM. AutoNation uses all of the ...

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