Will the dealership survive, Where she's investing big, Vulnerable leadership | Barb Edson, CDK
发布时间 2023-10-13 17:00:08 来源
摘要
In this episode, I'm speaking with Barb Edson, Chief Marketing Officer at CDK Global. Interested in advertising with ...
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中英文字稿 
Buying a car, my gosh, the price of cars, it's literally more than the first house I bought. So my car is worth more than my first house I bought. And I lived in a small town and it didn't, you know, it didn't cost a lot, but still, it's a huge purchase.
买车，天啊，车的价格，真的比我买的第一套房子还贵。所以，我的车比我买的第一套房子还值钱。而且我住在一个小镇，成本并不高，但还是一个巨大的购买。
What's up, everyone? This is Car Dealership Guy. You're listening to the Car Dealership Guy podcast, which is my effort to give you access to the most unbiased and transparent insights into the car market. Let's get into today's episode. Barb Edson is the Chief Marketing Officer at CDK Global, a technology company focused on building automotive and dealerships software solutions. In this conversation, we discussed the biggest challenges in dealership technology. Barb's take on the future of the dealership and if it will actually go away, how car buying is transforming, acquiring an evolving roadster, a digital retailing platform, her biggest areas of focus and investment within CDK, and something a bit more personal, coming into the auto industry from the outside of vulnerability and her personal learnings. But before we dive in, if you enjoy the show, please do me a huge favor and hit that subscribe button if you're on Apple podcast, Spotify, or YouTube. I see the notifications and it really helps the show grow. Don't forget to share your thoughts on this episode and every episode in the comments section as well on Twitter or YouTube and LinkedIn. All right, let's get into it.
大家好，我是汽车经销商。欢迎收听《汽车经销商》节目，我希望通过这个节目为大家提供最客观透明的汽车市场见解。让我们开始今天的节目。Barb Edson是CDK Global的首席营销官，这是一家专注于建立汽车和经销商软件解决方案的科技公司。在这次对话中，我们讨论了经销商技术面临的最大挑战，Barb对经销商未来的看法以及它是否会消失，汽车购买方式的转变，以及她在CDK公司的最大关注和投资领域，还有一些更个人的话题，比如她如何从外部进入汽车行业的困境和个人的学习经验。但在我们深入讨论之前，请如果你喜欢这个节目，请做我一个大大的忙，点击订阅按钮，如果你在使用Apple podcast，Spotify或YouTube。我会看到通知，这真的有助于节目的增长。也不要忘记在每一集的评论区、推特或YouTube和LinkedIn上分享你对这一集以及其他每一集的想法。好了，让我们开始吧。
One thing I wanted to mention was, I had, I used to have a mentor, but like an exec coach and I remember they told me something very interesting. They told me, they said, hey, CDG, they didn't call me CDG, but you know, we'll keep it at that. They said, CDG, you know, whenever someone comes into the industry from the outside, they're typically the most important person for the first six months at least. I was like, what do you mean by that? They're like, well, you know, that person is going to see all the dumb stuff that we do and all the inefficiencies and point it out. And so I bring that up because one of the things I noticed about you was that you came from outside of the industry. And I have a ton of questions to ask you about that transition. So I would say along all that, just give us your background, how you got to this point in your career to the industry and then we'll build on top of that.
有一件事我想提一下，我以前有一位导师，类似于高管教练，我记得他们曾告诉过我一些很有趣的事情。他们对我说，他们说：“嘿，CDG，他们没有称呼我为CDG，但我们就用这个吧。你知道吗，每当有人从外部进入行业时，他们通常至少在头六个月是最重要的人。”我问他们：“你是什么意思？”他们回答说：“你知道，这个人会看到我们做的所有愚蠢的事情和低效率，并指出来。”所以我提到这个是因为我注意到你也是来自行业外的人。我有很多关于你这个转变的问题要问你。所以首先，请告诉我们你的背景，以及你是如何进入这个行业，并且我们会在此基础上展开讨论。
Great. Well, I actually have spent, I'll share, it'll lead to my age a little bit too much here, but I spent 30 plus years in the high tech industry. Sort of you alluded to coming from outside automotive, but I've been very deeply seated in the tech industry. So started right out of college at new midsize startups, tech companies, but always in business applications, right?
很好。嗯，实际上我在高科技行业已经度过了30多年。你提到了从汽车业外来，但我在科技领域非常扎实。所以我毕业后就开始在新的中型初创企业和科技公司工作，但一直专注于商业应用领域，对吗？
So, you know, CDK is at its core business applications, but specifically in the vertical market of automotive retail, but I've had quite a journey. I actually even, you know, before the tech industry did a short stint in the military, for example. So I credit that to some of my, my toughness and resiliency in all of the different tech companies. I didn't see that part, but I respect it. Yeah.
所以，你知道，CDK的核心业务是商业应用程序，但是我在汽车零售这个垂直市场上经历了相当长的一段旅程。事实上，甚至在科技行业之前，我也在军队短暂任职过。所以我将一些坚韧和适应力归功于此，在不同的科技公司中能够坚持下去。我没有看到那一部分，但我对此表示尊重。是的。
So yeah, it was at Microsoft oracle, you know, I did a, I did a stint at PeopleSoft. So I feel like I'm very deeply grounded in business applications and what really business to business, like what organizations need to run their companies. I'm fascinated by that. I know lots of people with the marketing title, right? They, they're really like advertising and lead gen. I have to do all of that, but I'm like fascinated by meeting the needs of customers. So that customer obsession really, really drives me and automotive.
是的，我在微软的Oracle做过一段时间，你知道，我在PeopleSoft也工作过。所以我觉得我对商业应用程序有很深的基础，了解企业需要什么来运营他们的公司。我对此非常着迷。我认识很多以市场营销为职称的人，他们主要关注广告和线索产生。我必须做所有这些工作，但我对满足客户需求很着迷。所以我真的非常热衷于顾客体验，尤其是在汽车行业方面。
I spent time in automotive at Microsoft as a vertical in the Internet of Things. This, before the IOT was buzzword, we were doing IOT and, you know, we called it machine to machine back then. So automotive was actually one of the first industries from an OEM, you know, manufacturer perspective that jumped into the IOT space. So when I talk about IOT today or predictive service, I can't.
我在微软的汽车部门花了一段时间，作为物联网的一个垂直领域。说实话，在物联网还没有成为热门话题的时候，我们就已经在做物联网了，你知道的，那时候我们称之为“机器对机器”。因此，从OEM（原始设备制造商）的角度来看，汽车实际上是最早进入物联网领域的行业之一。所以，当我今天谈论物联网或预测服务时，我无法停止。
Yeah. So what does that actually mean? What does that actually mean for like explain it to me like I'm a third grader? Yeah. So it's pretty state-of-board. So the Internet of Things is basically just two devices talking to each other, right? That, you know, that are, you know, not connected via sort of, you know, wires, right? And so, you know, we used to, the elevator you get into. This was a company I worked with, which I've got to tell you, I get into an elevator and I kind of have a fear of elevators now because I worked with an elevator company and I saw. You know too much. You know too much. Yes. Like 5,000 sensors in that elevator. So, you know, there are sensors, the sensors are talking to each other or something like that. I'll have them on. Yeah.
是的，那实际上是什么意思呢？你能向我解释得像我是一个三年级的孩子一样吗？是的，它相当先进。所以物联网基本上就是两个设备彼此交流，对吗？它们不是通过电线连接。所以，我们以前乘坐的电梯，就是我以前工作的一个公司的产品。我必须告诉你，因为我曾经与电梯公司合作，现在我有一些对电梯的恐惧。你知道得太多了。你知道得太多了。是的。那台电梯里有5000个传感器。所以，这些传感器彼此交流或者类似这样的机制。我可以给你们展示一下。是的。
So yeah, just the basic connection of devices talking to each other, IOT uses AI, etc. All those fancy buzzwords, but the world running, you know, with connected devices.
所以，基本上就是设备相互通信的基本连接，物联网使用人工智能等等这些花哨的术语。你知道的，就是世界正在以设备相互连接的方式运转。
So, what actually brought you, like what attracted you to this opportunity with CDK, you know, and at J something pretty much you're in the car business, you're in tech business, but you know, you're serving the car business in a big way here. Well, why is that? I mean, we're such an unsexy industry. You know, you're coming Microsoft, all these, you know, really hot names. And so, what did you, like what opportunity did you see that where you can make an impact there?
那么，实际上是什么吸引了你加入CDK这个机会呢？你知道，在某个方面你实际上是在汽车业务中，你是在技术业务中，但是，你知道，你在非常大的程度上为汽车业务提供服务。那么，为什么是这样呢？我的意思是，我们的行业并不那么有吸引力。你知道，你之前在微软工作，有这些非常火热的公司名字。所以，你看到了什么样的机会可以在这里产生影响？
So, the automotive industry is just right for disruption. I actually went for Microsoft that into healthcare. So, I did another vertical before coming to automotive, but as I noted, spent a lot of time on automotive at Microsoft, but this is going to sound hopefully not rude, but automotive is about 10, 15 years behind every other industry. And so, it was actually a great opportunity to use my experience in tech to apply it. We kind of joke sometimes inside the company, for those of us that came from other industries in this no disrespectment in this, but it's like, the things I did 15 years ago for, let's say, healthcare are very relevant here today.
因此，汽车行业正处于被颠覆的阶段。我之前一直在微软从事医疗领域的工作。所以，在加入汽车行业之前我还从事了另一个行业，但正如我所提到的，我在微软花了很多时间研究汽车行业。但希望我这样说不会显得无礼，汽车行业在科技方面落后于其他行业大约10到15年。因此，将我的科技经验应用于汽车行业实际上是一个很好的机会。在公司内部，我们有时开玩笑说，对于我们这些来自其他行业的人来说，绝无不敬之意，但是我在15年前在医疗行业所做的事情在这里今天非常相关。
So, you know, think about Teladoc and all those types of things, right? We're starting to do similar things here in automotive, right? Where we're much more online, but the, you know, sort of the in the dealerships not going away, just sort of like, you know, retail or healthcare, etc. We'll talk about that, by the way. Yeah. Yeah, we'll talk about it.
所以，你知道的，想想Teladoc和所有那些类型的事情，对吧？我们在汽车行业开始做类似的事情，对吧？我们现在更多地在线上，但是，你知道的，像零售或者医疗保健一样，门店并不会消失。我们稍后会谈论这个话题，对了。是的，没错，我们会谈论的。
So, and actually, on that note, you mentioned that dealership is not going away. I get asked this all the time from like investors, you know, dealers, consumers. I mean, everyone asking me this question, why do you believe that, especially someone having come from such, you know, so several different verticals in tech, why do you believe that the dealership is not going away? Well, let me start with, I appreciate that you have a similar point of view. I know you were just, I listened to a recent podcast you did, and you were debunking that myth with an industry influencer. So, appreciate your perspective on that. It's one that we're very aligned to.
嗯，实际上，关于这个问题，你提到经销商并不会消失。我经常被像投资者、经销商、消费者这样的人问到这个问题。我是说，每个人都问我这个问题，为什么你相信经销商不会消失，尤其是作为一个来自科技行业不同领域的人，你为什么相信经销商不会消失呢？嗯，让我首先说，我很欣赏你有相似的观点。我知道你最近做的一个播客中就在与行业领军人物辟谣这个神话。所以，感谢你对这个问题的见解。我们在这个问题上非常一致。
Look, I'll start with data. So, we've done a lot of research. We invest as a team and a lot of first parties, sort of primary research not to further, if others are product and getting insight, but it just also, we share those insights, you know, with our customers. But listen, like you would think like millennials would not be going in to the automotive dealership. They are in droves. They actually want to go into the dealership more than people of my age that have bought so many cars, right? We kind of know what we want. Our data says that the consumer wants the dealership to exist. They trust them. They want to go in. They want to have those conversations. So, we actually believe it's going to be consumer driven.
看吧，我先从数据开始说起。所以，我们做了很多研究。我们作为一个团队进行投资，并进行了许多第一方研究，不是为了增进其他人的产品和洞察力，而是为了与我们的客户分享这些洞察力。但是听着，你会认为像千禧一代这样的人不会进入汽车经销商，但实际上他们数量众多。他们实际上比我这个已经买了很多车的年龄段更希望去经销商。我们了解自己的需求。我们的数据显示，消费者希望存在汽车经销商。他们信任它们。他们想去那里。他们希望进行那些对话。因此，我们实际上相信这将是消费者驱动的。
And then I know you've noted this prior. You know, there's the regulation as well, but, you know, I believe it's because that's what the consumer will demand. They absolutely want to go in, touch it, feel it. Look, buying a car, my gosh, the price of cars, it's literally more than the first house I bought. So, my car is worth more than my first house I bought. And I lived in a small town and it didn't, you know, it didn't cost a lot, but still it's a huge purchase. Where did you live? Where was that?
然后我知道你之前已经注意到这一点了。你知道，还有法规，但是我相信这是因为消费者的需求。他们绝对想去看看、摸摸、感受一下。看，买一辆车，天哪，汽车的价格比我买的第一栋房子要高得多。所以，我的车比我买的第一栋房子还值钱。我住在一个小镇，没有花费很多，但购买一辆车仍然是一笔巨大的开销。你住在哪里？那是什么地方？
So, I actually went to college in Fargo, North Dakota. So, had bought my first condo there out of college and I worked for a tech company that, you know, then one public. So, it was a fortunate start. Yeah, I haven't been there, but I have to visit. Probably will never happen, but, you know, we can. Don't go on January.
所以，我实际上在北达科他州的法戈上大学。所以，毕业后我在那里买了第一套公寓，并在一家科技公司工作，后来该公司上市了。所以，我算是幸运的起步。是的，我还没有去过那里，但我必须去看看。可能永远不会发生，但我们可以想象。不要在一月份去那里。
Yeah, I bet. No, look, I think my opinion there is, and I've had a lot of very, you know, great conversations with, again, big dealers, small dealers, industry leaders, investors. I think that the dealership is going to continue changing a ton. And I think that certain aspects, yeah, certain aspects will go away. You know, there will be more new vehicles kind of presold from the manufacturer and stuff like that. But I think that the dealership model will excel in other ways, especially when it comes to like, you know, servicing, you know, servicing vehicles, post sale and whatnot, which is huge. You know, of course, there's the use car business.
是的，我相信。不过，我认为我的观点是，我已经和很多大经销商、小经销商、行业领袖和投资者进行了很多非常好的交谈。我认为经销商将继续大幅变化。我认为某些方面会消失。例如，将有更多新车由制造商提前销售等等。但我认为经销商模式将在其他方面取得成功，特别是在售后服务方面，这非常重要。当然，还有二手车交易业务。
And then one thing that I love, that Brett Morgan, a previous guest on the podcast, had said, there, you know, Morgan autogroup, eighth largest dealer in the country. He said something that I love. And he said, whenever you see a dealership, you know, a business that's outperforming in their market relative to their peers, there's a very good reason why that's happening. Meaning, like, maybe they are better at that, you know, customer retention and relationship building, whatever it may be, they're, they're excelling at something. There's some secret sauce that's allowing them to outperform in that market. And so I love that because that's when you know, like, okay, this is actually a business that's bringing value to the market. Whereas, you know, there's other players that may not be bringing value and their sales are declining or whatnot.
然后有一件我喜欢的事情，就是曾经在博客中出现过的嘉宾Brett Morgan说的，他是国家第八大汽车经销商Morgan汽车集团的成员。他说了我喜欢的一句话，他说，每当你看到一个在市场上相对于同行表现出色的经销商，一定有很好的原因。这意味着，也许他们在客户保持和关系建设方面做得更好，无论是其他什么，他们在某方面表现出色。有一种秘密的因素让他们在市场上胜出。所以我喜欢这一点，因为这样你就知道，这实际上是一个为市场带来价值的企业。而其他一些可能无法为市场带来价值的竞争者的销售额可能在下降。
Right. Right. Yeah. And you did on a really good job. There. Well, it was great. It was, it was worth more than two cents. It was worth, it was worth at least a nickel if not a quarter. But you know, you hit on the really important part, sort of that the service, right? And sort of that fixed ops area, no profitability for the dealerships is unfortunately, you know, the Hague report has noted that it's, it's down a little bit right now in Q2 2023 over 2022. The good news is since 2019 profits are up 10 times, but the service department are seeing increased profits. And there's so much more opportunity there with increasing that consumer experience. There's a lot of dealers, frankly, that, you know, digital transformation has to come to the service department. And that is where those dealers where you we kind of call them trendsetters, they're hitting it out of the ball, you know, the ballpark, they're hitting home runs and that whole only experience, it's not just buying a car, right? That's great. But the all that profitability and servicing, there's a lot of dealers missing out on that.
是的，没错。是的，你做得很出色。没错，确实很棒。它，它的价值不止两分钱。它至少值5美分，甚至一个季度。但你知道，你提到了非常重要的一部分，就是服务领域，对经销商来说可惜的是，盈利能力在2023年第二季度比2022年稍有下降，海格报告指出的好消息是，2019年以来利润增长了10倍，但服务部门的利润也有所增加。在提升消费者体验方面，还有很多机会。实际上有很多经销商需要进行数字化转型，尤其是在服务部门。而那些我们称之为前沿潮流的经销商，他们正在取得巨大成功，他们的服务体验不仅仅是购车，这很棒。但所有盈利和维修服务中的机会，很多经销商都错失了这一点。
So before we talk about what you're working on and just opportunities, you're capitalizing on them. Really curious to hear about that. I want to know first, what are the biggest like challenges or inefficiencies you observed, right back to that first question, like you came in and you mentioned like, you know, at 10, 15 years behind in certain aspects. Well, what are the biggest things that kind of, you know, struck out of you, you're like, all right, this is where we need to focus. Yeah.
在我们讨论你正在从事的工作和利用机会之前，我很想了解一下。我想首先知道的是，你觉得最大的挑战或低效是什么，回到刚才的问题，你提到在某些方面已经落后了10、15年。那么，你认为最重要的事情是什么，你觉得我们应该把重点放在哪里。是的。
So, you know, I actually think Brian McDonald, our CEO, he actually did a blog on LinkedIn and I think he really hit it sort of the things that I would know would be very similar to his and really looking at sort of the the inefficiency of point solutions, right? And even CDK, we have a lot of different applications and develop those applications to solve a specific problem. But it's a little bit like whack-a-mole, right? You ever play that whack-a-mole game at, you know, when you go to a Dave and Busters, right? There's a problem pops up, particularly with that consumer experience, we're seeing a lot of lot of software vendors, it's super crowded. And what dealers are doing is they're picking and choosing individual applications. And so they're bolting on all these solutions to the traditional sort of what we call in this industry dealer management software, which is just basically your back office solution, right? To run the business. And then they've got a bit of Frankenstein bolt-on. And so that's a huge challenge because what's happening is the sort of the workflow. It's breaking inside the dealership. And so here I like to kind of show the swivel chair, right? So you've got this, you were in a deal, you know, you're obviously come from the dealership world, right? In the automotive retail world. So like think about being an employee in a dealership and you're swiveling from chair to chair. So, you know, it's inefficient. It's not productive. So broken workflows is the biggest challenge.
所以，你知道，其实我认为我们的首席执行官布赖恩·麦克唐纳，他在LinkedIn上发表了一篇博客，我认为他真正触及到了与他非常相似的东西，真正关注点解决方案的低效率，对吧？甚至CDK，我们有很多不同的应用程序，开发这些应用程序来解决特定的问题。但它有点像打地鼠游戏，你有没有在Dave和Busters去玩过那个打地鼠游戏？问题冒出来了，特别是在消费者体验方面，我们看到很多很多的软件供应商，竞争非常激烈。经销商正在挑选和选择个别的应用程序。因此，他们把所有这些解决方案都添加到传统的我们在这个行业中称为经销商管理软件的解决方案中，这基本上是运行业务的后台解决方案，对吧？然后他们又附加了一些超乎寻常的东西。所以这是一个巨大的挑战，因为正在发生的情况是工作流程在经销商内部被打破了。因此，在这里我喜欢展示转椅，对吧？所以你想象一下，在经销商作为雇员，你正在从一个椅子转到另一个椅子。所以，这是低效的，不生产力的。因此，破碎的工作流程是最大的挑战。
Yeah, well, a couple of things there. And I totally agree, this, you know, have literally lived this. First of all, I think that our industry is like experiencing serious, like, you know, SaaS fatigue, like software as a service. And there's just so many applications. And, you know, especially, you know, changing applications, you know, retraining the team. It's the biggest headache in the world. And in many circumstances, you rather just like live with what you have or pay more for an application that's fully integrated because it saves you so much headache and time and store. So I totally agree with that. I think also from the consumer experience, it just sucks because it prolongs entire experience. And that's why, you know, you see these people say, Oh, you know, we want direct to consumer or we want this because it's, you know, consumers typically don't have the best solutions, but they typically do point out the right problems. And so I do agree with that that it's a very clunky process. And so I think that like, I mean, I'm just saying like, I agree that that is an issue at a dealership, curious if there's anything else you're focusing on, or if that's the main problem that you're right now, focus on solving.
是的，有几个问题。我完全同意，我亲身经历过这个。首先，我认为我们的行业正在经历严重的SaaS疲劳，即软件即服务。有太多的应用程序，特别是不断更换的应用程序，对团队进行重新培训是最头疼的问题。在很多情况下，你宁愿接受现状或者为一个完全集成的应用程序付更多钱，因为它可以帮你节省很多麻烦、时间和存储空间。所以我完全同意这一点。我认为从消费者的角度来看，这真的很糟糕，因为它延长了整个体验。这就是为什么你会听到一些人说，哦，我们想要直接面向消费者，或者我们想要这个，因为消费者通常没有最好的解决方案，但通常能指出正确的问题。所以我同意这一点，这个过程非常笨拙。所以我认为，我只是说，我同意在经销商这是一个问题，想知道你们还关注其他什么，或者这是你们目前专注解决的主要问题。
We've been on a listening tour and, you know, from the CEO, myself, we've got several new, you know, players at CDK, but we also have a lot of great existing talent. So we're blending that and we're listening to customers. So something you're going to sort of give this group a sneak peek. So one of the things, you know, that we've got a lot of feedback on is the user interface, the intuitiveness of our CRM application. You're going to see an amazing refresh of that coming out in the next couple of weeks. So in that literally sat our chief product officer the last couple months, it's been sitting inside of the dealership and watching users use the product and making sure we're truly listening. So companies like Amazon, you know, they're, you know, they're not perfect by any means, but that's one of the things just they've got that customer obsession. And that's where CDK is really leaning in. So being like as vulnerable as possible, right? What do you think were the areas where you were behind the eight ball the most, right? Like, I know, what have you done about it specifically? You just mentioned one thing, but I'm curious, like, what, what, go ahead?
我们一直在进行听取意见之旅，你知道的，从首席执行官和我自己开始，CDK有一些新的成员加入，但我们也有很多优秀的既有人才。所以我们正在整合这些资源并倾听客户的意见。所以，你们会有机会提前看到一些东西。我们收到了很多关于用户界面和我们的CRM应用的直观性的反馈。您将在接下来的几周内看到这方面的一个令人惊喜的更新。所以我们的首席产品官最近几个月一直待在经销商那里，观察用户使用产品的情况，并确保我们真正倾听。像亚马逊这样的公司虽然不完美，但他们拥有对客户的执着。这也是CDK真正侧重的地方。所以我们会尽可能地保持脆弱状态，对于你认为我们最欠缺的方面，你认为是什么？我知道你刚刚提到了一件事，但我很好奇，你还做了什么具体的努力？请继续。
No, I was actually going to say absolutely one of the sort of that, you know, intuitive user interface you're going to see coming out not only in CRM, but in the accounting workflows.
不，实际上我想说的是绝对是一种这样的，你知道的，直观的用户界面，不仅将在客户关系管理系统中出现，还将在会计工作流程中出现。
And then frankly, again, I said the biggest challenge was unbroken workflows. You know, we were causing some of those, right? Because we have a CRM application, we have a digital retailing application. So we have these different applications, some of them were required assets, right? And so we need needed to integrate them and create a cohesive, you know, seamless workflow. And that's what's occurred with what I've been in the market talking about, which is the new dealership experience platform.
说实话，再说一遍，我说最大的挑战是工作流程的连贯性。你知道的，我们造成了其中一些问题，对吧？因为我们有一个客户关系管理应用程序，我们有一个数字零售应用程序。所以我们有这些不同的应用程序，其中一些是必需的资产。所以我们需要整合它们并创建一个连贯的、无缝的工作流程。这就是我一直在市场上谈论的新车厂体验平台所发生的事情。
And one of the really critical things and you hit on it really well, it's not just about the employee productivity, which in the dealership, we know people are leaving in droves. It's hard to keep employees because they're so frustrated with that swivel chair. But it's also the consumer experience being the same as the dealership employee experience in that car buying and servicing experience, right? So we're really focused on creating that from the consumer journey into the dealership employee journey, that seamless workflow.
在这一点上，你说得非常好，这是非常关键的一点，不仅仅是员工的工作效率，我们知道在经销商这个行业，人们纷纷离职，很难留住员工，因为他们对那个固定座椅感到非常沮丧。同时，消费者的体验与经销商员工的体验也是一样的，无论是购车还是维修服务，是吧？所以我们真的专注于将消费者的旅程延伸到经销商员工的旅程中，实现无缝的工作流程。
Now, a great example is you do all this work online, I pick out what I want, I do like I'm online, I go into the dealership and you've lost all my information. There's not that connected tissue, nothing more frustrating than that as a consumer.
现在，一个很好的例子是你在网上做了这么多工作，我挑选了我想要的东西，我在网上操作，然后走进实体店，你们却丢掉了我所有的信息。作为消费者，没有什么比这更令人沮丧的了，没有那种连接的纽带存在。
Yeah, you mentioned something you mentioned dealership experience, like, can you tell us what that is, what like specifically, go ahead.
是的，你提到了你在经销商的经验，那么，你能告诉我们具体是什么，继续说吧。
Yeah, so the CDK dealership experience platform is a new offering from CDK. Now it is based on our proven solutions of the, you know, the proven accounting from the dealer management solution and a lot of other core capabilities that our customers are known in love with that depth of functionality. But it does what we just talked about, which is creates that seamless workflow. So it's a open integrated platform. So literally in sort of more simplistic words, but marketing buzz, it literally takes away the unbroken workflows. So we want to make sure that from the consumer all the way through to contracting and through the servicing that owning experience, there's no school of old chair. It's a seamless process for consumer and the employee. So I know lots of people talk about digital online, but that service are really critical as well.
是的，CDK的经销商体验平台是CDK的一项新业务。现在它基于我们经过验证的解决方案，包括经销商管理解决方案中经过验证的会计解决方案和许多其他核心能力，我们的客户喜欢并了解其中的功能深度。但它所做的正是我们刚才谈到的，也就是创建那无缝流程。因此，它是一个开放的集成平台。用更简单的话来说，它确实消除了不间断的工作流程。因此，我们希望确保从消费者到合同签订以及服务保修的整个拥有体验过程中都没有任何困难。这是一个对消费者和员工来说都是无缝的过程。我知道很多人谈论数字化和在线服务，但实际上服务也非常关键。
How do you, how do you actually do this? Like, I'm, so there's so many different elements of the car sale. And I actually tweeted about this when CDK announced it, I thought it was interesting, because, you know, there's several other, like right out, you know, the industry in you know, your competitors better than I do, right? There's, there's Reynolds, there's Tekkian, I mean, there's a couple other competitors in the market. Everyone is sort of kind of, you know, doing their own thing. I thought it was interesting when CDK announced it, like, hey, we're going through this like connected, through disconnected experience. So how, how do you actually achieve this? Right? There's, there's a reason why all these, these services are disconnected, to begin with, or historically, I've been right, because there's, you know, from the sale, from merchandising of the car, from the FNI, I mean, all the, you know, can let me go speak to the manager, there's all these different steps. So how are you able to suddenly take all these different steps and connect them? Like, is it technology? What are you actually doing behind the scenes?
你实际上是怎么做到这一点的？就像我，汽车销售有很多不同的要素。当CDK宣布这个消息时，我实际上发推特谈到了这点，我觉得很有趣，因为你知道，市场上有几个其他的竞争对手，比如雷诺、特基安，我的意思是，每个人都在做着自己的事情。当CDK宣布这个消息时，我觉得很有意思，就像是说，嘿，我们正在通过这种连接和断开的方式来进行。那么你实际上是如何实现这一点的呢？对吧？存在着一些原因，这些服务一开始就是断开的，或者从历史上来说，因为从销售、汽车商品化，到FNI，我是说，所有这些步骤，从话最给我经理人说一下，有这么多不同的步骤。那么你是如何突然将所有这些不同的步骤连接起来的呢？是靠技术吗？你在幕后到底做了些什么呢？
So it's a combination of technology, but also of the innovative thought process. So we actually, as everyone knows, purchased a company called Roadster, which is on a very modern technology stack. And we actually have taken that technology and it's gone far beyond digital retailing. So it's really our modern retail, you know, experience.
因此，这是一种技术与创新思维的结合。正如大家所知，我们实际上收购了一家名为Roadster的公司，他们采用了非常现代化的技术平台。我们实际上已经利用了这项技术，并且已经远远超越了数字零售。因此，这真正是我们的现代零售体验。
This is unique. It's very different than purchasing a separate, which you still can from a CDK purchase a separate digital retailing tool or CRM tool, or a separate desking tool. Right? There's all these point solutions. But within the dealership experience platform, it is very unique that we're actually offering this workflow that seamless. And we've rethought we've actually sat down, watched the customer go through the process. And that is deeply embedded inside of the dealership experience platform.
这是独一无二的。与购买独立的数字零售工具、CRM工具或独立的谈判工具不同，你仍然可以通过购买CDK来获取这些独立工具，对吧？有很多这些单独的解决方案。但在经销商体验平台内部，我们提供的工作流程是非常独特的，它是无缝的。我们重新思考并坐下来观察客户的整个过程，并将这种思维深入融入到经销商体验平台中。
So it's that seamless workflow. And we've used the technology. But again, we've had our engineers, our products managers, we've brought a lot of talent to CDK that really know the space. And they've watched the customers, you know, we had before we went to general availability, we had over 400 customers to use it before then we launched into general availability. So I'm used to doing business that way, right? You do, you know, you go into pilot and you get all kinds of customer feedback. And then you go into launch, I'll be honest, in this industry, we kind of have a spectrum.
所以这就是一个无缝的工作流程。我们利用了技术。但是，再一次，我们的工程师们、产品经理们，我们为CDK带来了很多真正了解这个领域的人才。他们观察了客户，你知道的，在我们正式发布之前，我们已经有超过400个客户使用了它。所以我习惯了这样做生意的方式，对吧？你进行试点，收集各种客户反馈，然后再进行正式发布。说实话，在这个行业，我们有一种光谱。
Some folks in the industry are building the product with their dealers. And that's a bit tough on the dealer, right? Because they got to run a business. And then there was the other side of the spectrum of just pushing things out. I think we've really hit a really great sweet spot. We got to get feedback. But you also want its mission critical, you got to get your financial statements out, right? That stuff's not anything to be messed with. So making sure you're, you know, still have all the mission critical, run the business up and running on a daily basis.
有些行业的人正在与他们的经销商一起建立产品。这对经销商来说有点困难，对吧？因为他们还得经营自己的生意。另一方面，还有只是一味推出产品的一派人。我认为我们真的找到了一个很好的平衡点。我们需要得到反馈。但是你也希望它在使命关键方面表现良好，你需要出示财务报表，对吧？这些东西是不能被随便摆弄的。所以要确保你知道，你要保持使命关键，每天正常运营业务。
So how do you think how do you think this supports the just continued digital transformation in the industry? Overall, like, you know, we've had this that we've had this decade of, you know, kind of online car buying the biggest, the biggest thing since sliced bread and then COVID hit and boom, it explodes. And then, you know, sort of pandemic ends things kind of go a bit revert to the mean, as they say, you know, people want to come back to the store.
那么，你认为这样做如何支持行业持续的数字化转型？总的来说，嗯，你知道，我们经历了这个十年的在线汽车购买浪潮，可以说是自喷面包以来最大的事情，然后COVID-19来了，一切爆炸了。然后，随着疫情结束，事情有点回归平均水平，就像他们说的，人们想回到实体店购物。
Again, I just had another dealer on the podcast, Rick Reichhardt. He mentioned how his stores like people were like, you're just begging to come to the store. Right. Not because they wanted to see his pretty face, shout out Rick, but because they wanted, they just had cabin fever. They're like, I want to get out of the house and I want to go, you know, do something in person. So anyways, how do you think this supports just the continued digital transformation? And what does that look like? Like, what does that car buying experience evolve into with what you're building?
再说一遍，我刚刚在播客上采访了另一位经销商Rick Reichhardt。他提到他的店里的人都像是在恳求要来店里一样。对，不是因为他们想看他漂亮的脸，对Rick表示赞扬，而是因为他们想走出家门，亲自去做些事情。所以，你认为这如何支持持续的数字化转型呢？而你们所构建的购车体验又会变成什么样子呢？
So it's really having both. So simplistically, like, sort of both having the online experience and it has to be more than just a lead generator, which I think a lot of dealers, when they talk about digital transformation, they sort of put it into a very small box of, you know, online digital retailing and they're using it like a, like a lead generator. And it's so much more than that, right?
所以实际上它拥有两者的优势。所以简单来说，就是同时拥有在线体验，而且不仅仅是作为销售线索生成器这么简单。我认为很多经销商在谈到数字化转型时，把它局限在一个很小的范畴，只是把它当作一个销售线索生成器。可实际上数字化转型意义远远超出这个。
But some of the tools out there, that's all that they're really doing. You need what we say in the industry is the omni channel, sort of retail experience, but, you know, for those listeners that, you know, that's again, another sort of big buzz where it's, I'm online and I'm in the store and that information is being shared and it's a unified experience for the consumer and for the employee. And that's how we're going to digitally transform in that sort of variable offset front office area. Again, each of these individual tools are actually trading more headache for the dealer employee than having one seamless, connective, you know, workflow.
然而，一些工具只是在做这个，这些工具只能提供若干功能。在业内，我们所说的全渠道、零售体验是必须的。对于那些听众来说，这又是一个热点话题，也就是在线购物和实体店购物并存，信息共享，并为消费者和员工提供一种统一的体验。这就是我们在数字化转型中要解决的前台问题。每个工具都会给经销商员工带来更多的烦恼，而不是一个无缝连接的工作流程。
So that to me is, you know, very important and digital transformation, as much as I would love for us technology vendors to take all the credit for, you know, our customers digitally transforming all these other industries. And I've gone through this in other industries. It's about people. It's about process. It's about technology. And I do think, and Brian Pash actually had some great comments on this in one of his conferences, we're all focused on too much of the tech and buying all these point solutions.
对我来说，这非常重要。数字化转型，尽管我很愿意我们技术供应商为客户在其他行业进行数字化转型赢得所有的赞誉。我在其他行业中也经历过这个过程。这一切涉及到人、流程和技术。我确实认为，在布莱恩·帕什（Brian Pash）的一次会议中，他对此发表了一些很棒的评论。我们都过分关注技术，购买了大量的单点解决方案。
And we got to go back to like looking at a unified platform. You noted it in the beginning. It's like, we get really excited about, you know, that sexy widget, you know, that bright shiny object. But it's, it's again, it's that point, it's solving an individual problem, but the problem's bigger than one thing. You need a broader solution and approach to it.
然后我们需要回到统一的平台上来看。你在开始的时候就提到了这一点。我们总会对那些性感的小部件感到非常兴奋，那些亮闪闪的物体。但是，这又是个关键点，解决的只是个别问题，而问题的规模要远大于一个事物。我们需要采用更广泛的解决方案和方法来解决这个问题。
Again, people process technology yet. We can't solve all these. We've made that mistake. I mean, we definitely chased some sexy tech, especially when it was early, and it didn't, didn't really bear too much fruit. So, you know, you kind of went back, changed it up, you know, made some processes manual again. It's it's tough. It's tough. I mean, especially when you're dealing, you know, there's no, there's no stopping. You got to kind of do it on the fly.
再说一遍，人们会处理技术。我们不能解决所有这些问题。我们犯过那个错误。我的意思是，我们确实追逐了一些时髦的技术，尤其是在初期，但它并没有带来太多成果。所以，你知道，我们又回过头来，改回手动流程。这很困难，很难。特别是当你处理事务时，没有停顿的机会，你必须即兴应对。
I think with that note, this kind of ties back with the initial conversation we had in the beginning or the one of the questions I asked you, but how do you future proof this, right? Like, there's all this like these murmurs like OEMs, let's try some, you know, sell some new cars direct to consumer. Will that ever happen? You know, the agency model quote unquote, you know, like how Tesla does and whatnot. Do you think it's all nonsense and but specifically and in addition, like how do you future proof for your building to fit into like the future of what the car buying experience is going to look like?
我认为，这个提示基本上和我们最初的对话或者我问过你的问题有所关联，但是你如何为未来做打算呢，对吧？例如，有一些谣言说OEMs可以尝试直接向消费者销售全新汽车。那会不会真的发生呢？就像特斯拉以及其他公司所做的那样，采用代理商模式，你认为这一切都是无稽之谈吗？而且，具体而言，你们又如何为你们的建筑做未来的改造，以适应未来汽车购买体验的发展呢？
Yeah. So we work really closely with OEMs. We, of course, think that dealer and the dealer model. I mean, that is absolutely where I mean, we as CDK, I mean, Brookfield, who, you know, purchased CDK bet eight point five billion dollars on the dealer model. That's that's a pretty big testament to the confidence in the dealer model. We work with OEMs, like Hyundai, Canada, for example, we power their digital retailing experience. We, there's many other OEMs. I won't, I can't mention publicly that you'd be surprised that the number of OEMs where we're powering that, you know, online experience. And we think it's really important to make that connection between the OEM experience and the dealer experience. And so we're absolutely working in those environments. Now, who conducts and transacts the business? We believe that's going to stay with the dealers and work. But you know, the technology, you know, we have the technology and the technology works no matter who's going to transact the business.
是的。所以我们与原始设备制造商（OEM）密切合作。我们当然认为经销商和经销商模式非常重要。我指的是，作为CDK，我们认为这是绝对正确的选择。布鲁克菲尔德（Brookfield）作为CDK的买家，以85亿美元购买了经销商模式，这充分体现了对经销商模式的信心。例如，我们与加拿大现代汽车合作，为他们提供数字零售体验。还有许多其他我不能公开提及的OEM厂商，你会惊讶于我们为他们提供在线体验的数量。我们认为将OEM体验与经销商体验相连接非常重要，因此我们绝对会在这些环境下进行工作。至于谁进行业务交易，我们认为会仍然由经销商进行，但是不管是谁进行业务交易，我们都拥有相应的技术并确保其正常运作。
Now, of course, now, that's on the car buying experience on the car servicing experience and that ownership experience. We're investing a lot in online scheduling. I mean, it's amazing. I can go schedule my hair appointment, right online and see the open spaces, you know, my stylists available. But I can't do that with a lot of dealerships. And that's technology that's just built into the core of what we call the foundation speed in the dealership experience platform. Because we thought that was so critical.
当然，现在，现在，这涉及到购车体验、汽车维修体验以及车主体验。我们正大量投资于在线预约。我是说，这真是太神奇了。我可以在线预约理发，看到有空的时间段，知道我的发型师是否可用。但是在很多汽车经销商那里我却办不到。这是我们所称之为经销商体验平台基础速度的核心所内置的技术。因为我们认为这非常重要。
Because here's what's also happening, unfortunately, for a lot of dealers, they signed long term contracts, right, with, you know, technology vendors. And then they're not up to speed on the latest innovation. So they're not even getting all the great innovations. So that's why we're like literally granting when they come up for renewal. And even if they want to do an early renewal, the dealership experience platform, and then we're going to implement it for our dealers for free, the foundation suite, which has service scheduling, has digital retailing. Because honestly, we're kind of frustrated that our dealers are using all the great innovation that our engineering team is delivering. So we got to get our dealers using this. So and that's a pretty big testament to say, look, take it, it's yours. And we're going to implement it for you for free.
因为以下情况也在发生，不幸地，对于许多经销商来说，他们与技术供应商签订了长期合同，但他们并不了解最新的创新。因此，他们甚至无法获得所有伟大的创新。这就是为什么我们在合同到期时会直接授予他们，即使他们想提前续签，我们也会为我们的经销商免费实施经销商体验平台基础套件，其中包括服务预约和数字零售。因为老实说，我们对于我们的经销商没有使用我们的工程团队提供的所有伟大创新感到有些沮丧。所以我们必须让经销商使用这些创新。这是一个很大的证明，就像说，拿去吧，属于你们。我们将免费为您实施。
Putting my like business, I'm a, you know, I'm such a geek when it comes to, you know, doing these things and running a business, but putting my, so being the geek I am and for any of the business nerds listening in, what is your process? Like when you came into this company, right, you're brought in your, you're like a doctor, right, you've clearly done a lot of thought, there's, you've been your shipping stuff here, you're doing stuff, you're making changes. What is your process like? Like from day one to, or even day zero to like, till now, what has this been like for you to come in to a company that's been around, that's had a product that, you know, is used by hundreds, thousands of dealers. And then to kind of bring these changes upon, like, can you just kind of give us a, you know, a sneak peek into how you do that?
作为一个喜欢经营业务的人，你懂的，当涉及到这些事情和经营一家公司时，我是个极客。所以作为我这样的极客，以及所有正在听着的商业迷们，你是如何进行的呢？当你加入这家公司的时候，你像是一个医生，不是吗？很明显，你经过了很多考虑，你把你的东西运到这里，做了一些改变。你的流程是怎样的？从第一天甚至第零天开始，直到现在，你是如何带领一家已经存在、产品被数百上千个经销商使用的公司进行这些变革的？可以透露一点点你的做法吗？
Yeah, I'll actually, I'll start with sort of what my process isn't, which I learned from making a mistake of going into a prior company. So a lot of times people come into companies and frankly they go, oh my gosh, they look at all the problems. And they think everybody around them are idiots, like how can this be happening, right?
是的，实际上，我会先说一下我的工作流程并不是什么，这是我从之前一家公司的错误中学到的经验。很多时候，人们进入一家公司时，会看到很多问题，并且对周围的人持有鄙视的态度，觉得他们都是白痴，不明白为什么会出现这种情况，对吧？
And so, you know, you can't, you have to ask a lot of questions. And the reality is there's good reasons for things that are occurring not just at the company, but within the industry. And the automotive industry has uniquenesses. There's, you know, the way in which the dealerships want to run their business, the way the relationship with the OEM, with the dealers.
所以，你知道的，你不能不问许多问题。事实是，这些事情发生的原因在于公司本身以及整个行业中存在着充分的理由。汽车行业有其独特之处。渠道商希望如何经营他们的业务，与原始设备制造商及渠道商之间的关系方式等等。
So I think it's like, it's part sort of asking questions, but also assuming that there's a reason why things are happening the way they're happening. And so if you could first understand the reason, before you make the change, that's really important because I think a lot of people come in to new industries from the outside and they try to take everything, oh, this is simple. You just need to do X, Y or Z. Why, why don't you guys get this? And you're talking at people. And the reality is, look, they're pretty smart. They've made a lot of, you know, there's been a lot of success, a lot of happy dealers. What can we change? But also understanding where the customers at.
所以我认为，它有点像是在提问的同时，也假设事情发生的方式有原因。所以在进行改变之前，如果你能先理解原因，那真的很重要，因为我觉得很多人从外部进入新行业，他们尝试着看待一切时都会认为很简单。他们只需要做X、Y或Z就可以了。为什么，为什么你们不明白这个？他们只是在对人们大声说话。而现实是，看，他们非常聪明。他们取得了很多成功，让许多经销商都很满意。我们能改变什么？但同时也要理解客户所处的位置。
I think a lot of change in our industry is dealers are leaning in. 76% of them said increasing the consumer experience is their number one business strategy over inventory, which that's huge. They get it. And so it's just leaning and listening to your customers. And again, assuming you got to listen to people, you got to ask the right questions. I made that mistake once at a company and I wasn't very popular. So you want to be much more popular by listening to smart people. What was that mistake? Like what happened?
我认为我们行业中的很多变化是由经销商主动迎接而来的。其中76%的经销商表示，提升消费者体验是他们的首要业务策略，而不是囤货，这是一个巨大的变化。他们明白这一点。因此，就是要向消费者靠拢并倾听他们的需求。同时，也要假设你必须倾听别人，并提出正确的问题。我曾经在一家公司犯过这个错误，结果并不受欢迎。所以，你要通过倾听聪明人的意见来提高自己的受欢迎程度。那个错误是什么？发生了什么？
Yeah, you just came in basically telling people what the plan should be because I had a formula, right? But that formula didn't work there. That formula didn't create the right operating model. Now, I've ticked a lot of learning that I've had from other companies into CDK. But just like the dealership experience platform, the engineering team, myself on the commercial side, on the whole sort of go-to market, it's a partnership, right? And we've all been at the table. And really, again, listening to each other. So that's the key. Nobody knows everything. It's unfortunate a lot of senior executives feel like they do because they've been really successful at one company or another. But that's why you see so many people play out as they move industries.
是的，你基本上只是告诉人们应该采取什么计划，因为我有一个公式，对吗？但是那个公式在那里不起作用。那个公式没有创造出正确的运营模式。现在，我已经把从其他公司学到的很多东西应用到了CDK中。但就像经销商体验平台一样，工程团队、商业团队和整个市场推广团队，都是一个合作伙伴关系。我们都坐在一起，并且真正地彼此倾听。所以这就是关键。没有人知道一切。不幸的是，许多高级主管觉得他们知道一切，因为他们在一家公司或另一家公司取得了很大的成功。但这就是为什么我们会看到很多人在转行时遇到问题的原因。
So if you look out like five years, right, what is automotive retail? What's changed? And I say that specifically from the purview of a dealer and a consumer. If I'm listening to this right now, I'm a consumer. I'm like, all right, cool. You're building all this stuff. I don't care. When my daughter buys a car in five, whatever, what's actually going to be different for me? Am I spending less time at the dealership? Is it actually an enjoyable process? Like, what's the deal?
所以，如果你展望五年后，汽车零售行业会是什么样子？会发生什么变化？我特别从经销商和消费者的角度来看。如果我现在是一位消费者，我会说：“好吧，你们正在建设所有这些东西，但我不在乎。等到我女儿五年后买车的时候，对我来说实际上会有什么不同？我会在经销商那里花费更少的时间吗？整个过程会变得令人愉快吗？到底怎么回事？
Well, I think you hit on the sort of, it will be an enjoyable process. It'll be the process you want it to be. It'll be completely customized or personalized. So the personalization will exist. And I do believe that those automotive retailers that take the almost the, you know, when you go into the store, it's an experience. They're going to create an experience. And it's going to, you are going to want to go in. It's like retailers are having to do right now, or even when you go into an Apple store, it's a bit more of an experience, right? So, but again, if you just want to do most of the work online, that's going to be possible. But it's really going to be, it's going to be fit to the way you want to purchase your car. And then again, I just can't say enough about the importance of the service area.
嗯，我认为你提到了一些很重要的点，这将是一个令人愉快的过程。它将是你所期望的过程。它将完全定制或个性化。因此，个性化将得到实现。我确信，那些为顾客提供店内体验的汽车零售商将创造出一种特殊的体验。你会想进去看看。就像现在的零售商正在做的那样，或者当你进入苹果店时，会有更多的体验感，对吧？所以，如果你只想在网上完成大部分工作，那也是可能的。但它真的会根据你购车的方式进行调整。我再次强调服务领域的重要性，简直不能说够。
The service area is going to actually work like other industries. I will say, we could all sort of take a lesson from DoorDash. You know, I'm forcing DoorDash too much. And so, I know where my food's at, right? I know it's in the kitchen. I know the driver just picked it up. But low overall point being, if I know where my food is at, why don't I know where my car is in the servicing process? I'm a single mom trying to go, you know, or it's a dad picking up his kids. I was going to know where it's at. Is it in the service bay? Can I come get it? Can I check out? So, they want that mobile progress bar. I want text. I want video of what you're doing. So, this is a way dealers can increase that incredible important service revenue.
服务领域将会像其他行业一样实际运作。我想说，我们都可以从DoorDash公司中吸取一些教训。我对DoorDash公司的推崇过高了。虽然，我知道我的食物在哪里，对吧？我知道它在厨房里。我知道司机刚刚拿到了它。但总的来说，如果我知道我的食物在哪里，为什么我不知道我的汽车在维修过程中在哪里呢？我是个单身妈妈，试图去一个地方，又或者是父亲来接他的孩子，我想知道汽车在哪里。它是在维修区吗？我可以去取吗？我可以查看吗？因此，他们想要一个移动进度条。我希望有文字说明。我希望有关于你们正在做的视频。这是经销商增加极其重要的服务收入的一种方式。
So, yeah, that's a really good, that's a really good comparison, by the way. Like, if you think about imagine for a second, like, you know, having that just as a consumer, having that app where you see everything happening, step by step, but not like, not like in a fake way, like truly knowing, like, what is happening.
嗯，是的，这个比喻非常好，顺便说一下。想象一下，作为一个消费者，有一个应用程序可以让你逐步看到所有事情的发展，不是以虚假的方式，而是真正了解正在发生的事情。
You know, I think, I think Domino's actually pioneered this with their pizza tracker. So, we actually built the app. It's called Vehicle Tracker. It's built into the dealership experience platform, but it's, we literally internally code named it the pizza tracker, right? But, I happen to do DoorDash more than Domino. So, I kind of like the DoorDash analogy.
你知道吗，我想，我想多米诺实际上是用他们的pizza tracker开创了这一点。所以，我们实际上建立了这个应用。它叫做Vehicle Tracker。它已经集成到经销商体验平台中，但是我们在内部实际上将其暂定为pizza tracker，对吧？但是，我碰巧使用的是DoorDash而不是多米诺。所以，我有点喜欢DoorDash的类比。
Yeah, well, and by the way, like, what a case study Domino's, right? I think it was like, oh, nine or something or 2011 when they came out with that commercial. They're like, our pizza sucks. And by the way, here's what we're doing about it. Give us a shot. Since then, like, on, on, on a, just on a tear, the stock has like, you know, a thousand extra something. So, yeah, incredible, just incredible, you know, what they've done with the company. And yeah, the pizza tracker, like, they definitely know we're one of the earliest. Wow.
是的，顺便说一句，像是个江湖案例啊，多米诺披萨对吧？我想是09年还是2011年的时候，他们发布了一则广告。他们说，我们的披萨很糟糕。但是，我们正在努力改进。给我们一个机会吧。从那时起，他们的股票就像火箭一样飙升，涨了好几倍。所以，是的，真是不可思议，不可思议啊，他们对公司做了什么。还有那个披萨追踪器，他们绝对是最早的之一。哇。
All right. So, I think, you know, before we wrap up, I do have one other question here with respect to just, you know, doing all these things you're mentioning. What do you think are like this? Do you think, do you think there's going to be a challenge with having adoption for all this with the dealers? I just go back to like, even when, you know, like, there's been so many tools tried in the industry and, you know, truth is, a lot from companies that maybe don't have great reputations, maybe some do, but it's so, it's such a tough thing to, you know, integrate something new into the sales process. So, what do you think are just like the biggest challenges when it comes to getting adoption for kind of new workflows, new processes, even, even if you build like the most incredible thing in the world, right? How do you get that the dealer to actually use it ultimately and to make everything better?
好的。所以，在我们结束之前，我还有一个问题，关于你刚提到的这些事情。你认为会有什么挑战与车商们接受这些东西有关吗？我想起来，即使在这个行业尝试了很多工具，但事实是，其中很多工具来自于声誉可能不太好的公司，也许有些公司声誉不错，但是将新的东西整合到销售流程中是非常困难的。所以，你认为在推广新工作流程、新流程时最大的挑战是什么？即使你构建了世界上最令人难以置信的东西，你如何使车商最终真正使用它并改善一切？
Yeah. No, that's, that's a great question. So that's really why our approach, you know, I would call this an evolution versus a revolution because again, a lot of the core capabilities are, you know, tried and tested and proven in a lot of our dealers are using all of those. But now, there's that layer on top of the seamless workflows. And that's also why, you know, quite, you know, transparently why we're saying, look, we also know that it's a cost. And so, we're going to be implementing that foundation's fee for free for our dealers when they renew their contracts, because it's so important. We don't want them to get left behind.
是的。不，这是一个非常好的问题。所以，这就是为什么我们的方法，你知道，我可以将其称为一种演化而不是一种革命，因为大部分核心能力都经过了尝试、测试和证明，很多经销商都在使用这些。但现在，我们在无缝工作流程之上加入了一层。这也是为什么我们坦率地说，我们知道这是一个成本。所以，当经销商续签合同时，我们将免费为他们提供这个基础服务，因为它是如此重要。我们不希望他们落后。
And, you know, when we implement things, we're really focused on increasing our service excellence as well, meaning like don't just, there's some, there's a difference between installing software and truly driving adoption and getting the value out of it. So, you know, it would be great to maybe invite our chief customer officer back sometime as she could talk about some of the things she's looking at and customer success managers, for example, so that there's somebody in the dealer that knows what you're going through because it digital transformation as we touched on goes back to people and processes and the technologies there to support the dealership.
而且，你知道，当我们实施事物时，我们真的非常关注提高我们的服务卓越性，也就是说不仅仅是安装软件，而是真正推动采用并从中获得价值的区别。所以，也许可以邀请我们的首席客户官再次回来，她可以谈谈她正在关注的一些事情，以及例如客户成功经理，这样在经销商中就有人知道你正在经历的问题，因为数字化转型，正如我们所涉及的，是关乎人和流程，而技术则在那里支持经销商。
So we're really focused on that human element also from CDK in areas like evolving our customer success organization and aligning them by the different workflows, whether it be the modern retail workflow, fixed ops, so that we have specialists so that they're in there talking to you. We have a lot of this already. These people already exist. They're out there doing great work. And we're going to be amplifying that and making even more investments and having that person that's more of a consultative individual that's assigned to your dealership.
我们非常注重CDK的人文因素，尤其是在客户成功部门的发展以及通过不同的工作流程对其进行整合，不论是现代零售工作流程还是固定运营工作流程，这样我们就可以聘用专业人员与您沟通。我们已经有很多这样的人员。这些人已经存在，他们正在做出杰出的工作。我们将进一步放大他们的作用，并投入更多资源，为您的经销店配备一位更加咨询型的个人。
So again, already invested there making even heavier investments to do more of that handholding. Barbettes and thank you so much. This was a, you know, very, very exciting and interesting, you know, just the changes happening right now. There's a lot of moving pieces and it's exciting to see where you're building.
所以，我再说一次，已经在那里投资了，为了做更多的扶持，会进行更大规模的投资。巴巴特斯，非常感谢。这是一次非常令人兴奋和有趣的，你知道的，正在发生的变化。有很多不断变动的因素，看到你们正在建设的方向令人兴奋。
If people want to learn more about you, the dealership experience, CDK, where can they go? Well, they can go to, so CDKglobal.com and then of course, we're on all the platforms linked in, X, Facebook, so they can absolutely go out there. And I do want to just give you a shout out and thank you for what you're doing for the industry. It's really great. I love that you take a unique point of view. You're pushing people to think differently about different industry trends. So just thank you. Please keep it up. We really enjoy, you know, being, you know, following you and enjoy being part of a part of your journey here.
如果人们想要了解更多关于你、经销商的经验以及CDK，他们可以去哪里？嗯，他们可以去CDKglobal.com，当然，我们也在领英、X平台和Facebook上。所以他们完全可以去那些平台。我想要对你表示赞扬和感谢，感谢你为这个行业所做的努力。你有一个独特的观点，推动人们以不同的方式思考不同的行业趋势。所以再次感谢你，请继续保持。我们非常喜欢追随你并且享受成为你旅程的一部分。
I super appreciate that. Well, what's your favorite episode? So actually you did one recently with Steve Greenfield and I thought that was great. And again, you took a counterpoint view with him on, you know, he was really pushing on the dealership model, right? And you know, you kind of came right back at him with, and he's great, by the way, he's a phenomenal influencer in the industry. So no disrespect, but I really thought your point of view about, look, the dealership, we're not immediately going to an agency model. The dealership is here, it's healthy, it's here to stay. And that's obviously a CDK's perspective as well.
我非常感激你的回答。那么，你喜欢哪一集节目呢？最近你和史蒂夫·格林菲尔德一起做了一个节目，我觉得很棒。而且，你对他提出的经销商模式持有对立观点，这点我觉得很好。不要误会，他真的很厉害，是该行业的杰出影响者。但是我真的认为你所说的关于经销商的观点很有道理，我们不会立即转向代理商模式，经销商存在且健康，它将继续存在。这也是CDK的观点。
So probably my favorite one, because you had such a strong point of view on something we agreed on. So that always helps.
可能这是我最喜欢的一个，因为你对我们在某个问题上的意见有着如此强烈的观点，而我们意见是一致的。这总是有助于我们的交流。
Yeah, yeah, no, I appreciate that. And I try to, I try to think practical. Like, I think one thing I've learned is that progress is just so much slower than we expect, right? Like people were saying we're going to have all autonomous cars in like five years, like, I don't know, 10 years ago, whatever. And the truth is, it's like, it's 20 years out. I mean, there's things just take a long time. And so I try to really think like, practically, and sometimes I'm wrong, but either way, it's awesome.
是的，是的，不，我很感激你说的话。我试图，我试图往实际方向思考。比如说，我觉得我学到一件事就是进步比我们预期的要慢得多。对吧？就像人们十年前说五年内就能实现完全自动驾驶车辆一样，而事实是，还需要二十年时间。有些事情确实需要很长时间。所以我试图真的往实际方向思考，有时候我会错，不过无论如何，都很棒。
And you just reminded me, I think we got to bring Steve back onto the podcast sometimes soon. So that's a good reminder right there.
你刚刚提醒了我，我觉得我们应该很快把史蒂夫请回播客节目。所以这是个很好的提醒。
Also, Barb, thanks so much. I really enjoyed it.
还有，巴伯，非常谢谢你。我真的非常喜欢这个。
Great. Thank you. Great to be here.
太好了。谢谢。很高兴来到这里。
All right. Hope you enjoyed that episode. Please give the podcast a rating. Consider subscribing to the show and check the show notes for links to what we talked about. Thanks for tuning in. I'll see you guys next time.
好的。希望你们喜欢这一集。请给这个播客打个评分。考虑订阅节目并查看节目说明，了解我们所谈论的链接。感谢你的收听。下次再见。