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In today’s competitive market, dealers can’t afford to lose customers without a fight — and this session proved just how critical defection data has become. With 19% of leads defecting from CRMs each month, our panel of industry experts and dealer leaders explored how identifying and addressing process gaps can drive real performance gains. Attendees heard firsthand how top dealerships are leveraging defection insights to optimize lead buys, media spend and team training — while improving follow-up strategies and delivering measurable results.

The session also featured an exclusive preview of findings from the 2025 Urban Science Dealer Survey, along with a look at upcoming innovations designed to fuel even greater success. It was a data-driven discussion packed with actionable insights — and a clear reminder that turning data into strategy is no longer optional. Watch the full session below.

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