Mercedes-Benz of Laguna Niguel

Business Development & CRM Innovations Advisor

Mercedes-Benz of Foothill Ranch

Momentum CRM, LLC

⦿ Identifying candidate technologies which will enable new retail experiences — benefiting consumers, dealerships, and OEMs
⦿ Providing guidance in prioritizing adoption and integration of emerging technologies to enhance the retail experience for consumers, dealerships, and OEMs
⦿ Piloting new SaaS chatbot capabilities for enriching the dealer-consumer relationship at strategic moments of truth in the car buyer journey

Dealer Solutions & CRM Innovations Advisor

AutoGravity

Advised the Product, Engineering, Sales, Marketing, and  Executive Management Teams as AutoGravity pivoted from its fintech-centric B2C origins to a dealer-centric B2B business model. We embraced Design Sprint and UX testing methods to pivot into a B2B SaaS launch on a 90-day timetable. My team conceived and tested customer journey innovations, and conversational experiences using Dialogflow and other chatbot technologies that attained stellar B2C conversion rates (40% closing ratio) in sharp contrast to the established industry norm (6% closing ratio).

B2B2C — Dealer Solutions & CRM Innovations Advisor

Mercedes Benz of Beverly Hills

Lifted the store’s Internet-sourced closing percentage YoY from 2.8% to 7.1% with the last 3 months all exceeding 10% — with a 12.4% peak. Increased team gross margin by 44% YoY. Increased store lease customer retention that had languished with replacement loyalty rates as low as  20.7% in 2017 to an impactful 38.1% in 2018.

Digital Marketing & Business Development Relaunch Advisor

Peterson Automotive Collection

Joined as an inaugural member of the new group's Executive Management Team with 3 Mercedes-Benz stores, 1 MINI, and 1 Toyota scattered across 3 states. Established digital marketing & merchandising standards across the organization. Set up branded websites. Created sales training for digital-enabled processes. Implemented SMS chatbot features for sales and service for all the stores. Established CRM process and standards. Group annual sales volume: 5000+ retail units, new and used.

CRM, Digital Marketing, and Digital Retail Advisor

MetroFusion Digital Agency

Established a cross-industry digital services agency that provided digital marketing, the AutoPop™ chatbot, digital advertising, CRM consulting services, and business development consulting services to a broad client base. 

Conceived and implemented a comprehensive digital strategy that lifted client (Mercedes-Benz of Encino) from obscurity to the most prominent digital footprint in Los Angeles — which helped fuel the store's rise to a top-10 volume store, nationally.

In addition, we also:
⦿ Created the AutoPop™ software solution for car dealers -- "Turning Internet Leads into Phone Pops and SMS/Text messages into working deals"
⦿ Built, deployed, and maintained websites for clients
⦿ Developed graphic design marketing collateral for websites and digital ad campaigns
⦿ Built, published, tracked, tested, and optimized ad campaigns for clientele
⦿ Developed customized software to enhance website and customer experience outcomes for clients
⦿ Developed geo-fenced advertising campaigns
⦿ Primary industries — SMBs — automotive franchise dealers, SaaS startup ventures, SMB wholesalers, B2B - service providers, regional building contractors
⦿ Provided sales, marketing, billable consulting, and financial duties of the agency.
⦿ Outsourced technology, advertising, and design work when specifications allowed.

Founder || President

NCompass, LLC

Created a SaaS offering for franchised automotive dealerships that also provided training, CRM consulting services, and business development consulting services: 
⦿ Created SalesPoint™ CRM for dealership sales departments
⦿ Created ServicePoint™ CRM for dealership service departments
⦿ Created DealDoctor™ F&I profitability tool for General Managers
⦿ Created the ActiveIntelligence™ engine to optimize outbound calling effectiveness for business development teams
⦿ Developed other prototypes and pilots with partner dealers for customer retention targeting replacement vehicles (e.g., end of lease and extended warranty sales)
⦿ Provided billable hours to clients as a CRM Architect, Business Development Expert, and Leadership Recruiting Services
⦿ Led the Engineering Team and Product Team to determine new functions for the roadmap and manage levels-of-effort and agile software development techniques -- both kanban and sprints 
⦿ Speaker at multiple national events held by Mercedes-Benz for their field organization and for their dealer body talking to audiences in the 100s about best practices in automotive business development and CRM systems.
⦿ Played a major role in balancing bootstrapping business startup priorities with constrained resources

Technical Founder || Chief Product Architect

Universal Dealer Consultants (Later rebranded as Momentum CRM)

Created a SaaS offering for franchised automotive dealerships that also provided training, CRM consulting services, and business development consulting services:

⦿ Led the Product Design, Software UX, and Engineering efforts
⦿ Created a CRM for dealership service departments
⦿ Created a CRM for dealership sales departments
⦿ Participated in sales efforts with product demonstrations
⦿ Created client-ready training materials and marketing collateral
⦿ Played a leadership role in allocating business startup priorities with constrained resources

AutoNation

Started with House of Imports — the #1 Mercedes store in the nation at the time. Preceding the AutoNation buy/sell, created the store's homegrown CRM because there were none available in early 1997. Created an inhouse Service CRM for scheduling service appointments for the similar reason. Implemented technology-enabled sales productivity systems to enhance lease and customer retention with direct mail, email, and an inhouse business development phone team.

Business Development and Technology 

Creating better decision-making experiences — with the dynamic guidance of an AI-helper that leverages expert-in-the-loop™️ conversations — to improve the ultimate transactional experience for the buyer while contributing to the operational efficiency of the seller.

When I'm not creating new stuff, I enjoy time with family and friends where we can play music, enjoy the mountain air, sandy beaches, or the backroads of California.

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