ACV facts & figures
Summary
Kraig Quisenberry from ACV spoke with Bob Grill of CARFAX at NADA 2025. Mr. Grill discussed how dealers must become more self-reliant in sourcing used car inventory by focusing on trade-ins and customer retention rather than outside purchases. Mr. Grill emphasized the value of building loyalty through service relationships, noting that service-loyal customers are far more likely to return for future purchases. Grill also stressed the importance of breaking down silos between sales and service departments and using technology, including AI, to improve communication, transparency, and the customer experience. Dealers were encouraged to focus on internal processes, embrace innovation, and make the customer journey more personal and enjoyable. His final advice: always stay on offense and make the business fun again. Watch the video here.
