Customer data used to be the center of the conversation. Today, the bigger question is who controls the communication that turns that data into action. As more vendors, platforms, AI tools, CRMs, and third-party systems touch the customer, dealers need to understand where control begins, where it breaks down, and how it impacts the customer relationship.

This panel will explore how dealerships can take a stronger position in managing communication across sales, service, follow-up, and long-term ownership. Attendees will hear how better communication control can improve accountability, reduce missed opportunities, and strengthen customer loyalty.

Key Takeaways:

• Understand why customer communication control is becoming just as important as customer data ownership.
• Identify where communication breakdowns happen between vendors, CRMs, BDCs, sales teams, and service teams.
• Learn how dealers can protect the customer relationship across calls, texts, emails, and automated outreach.
• Explore how better follow-up ownership can support loyalty and repeat business.
• Discover what dealership leaders should ask vendors before giving them access to customer communication channels.