“It’s the golden age of automotive retailing,” says Lloyd “Buzz” Waterhouse, who as CEO of information technology giant Reynolds and Reynolds Co., sees three “mega trends” affecting dealership operations. They are: The empowered consumer who, largely because of the Internet, enters the dealership informed, serious about buying and knowing the invoice price. A move from a standard 4-walled dealership towards “a true multi-channel store” making the most of showrooms, phones, information ...

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