汽车4S 店客户关系维护.docVIP

汽车4S 店客户关系维护 班级：08市营（2）班 姓名：刘晓君 学号:0816103038 指导老师：陈春琴 摘 要 在竞争日益激烈的买方市场环境下，独特的竞争优势越来越难以获得，任何的市场份额都是暂时的，建立和维持客户关系成为企业获得竞争优势的最行之有效的手段。企业构建客服关系管理系统势在必行，但信息利用不充分的问题时常存在，离开知识管理的客服关系管理系统往往成为企业的鸡肋。要将企业在长期的生产经营活动中积累的大量客户信息、销售记录、服务反馈以及员工的技能经验等知识组织流通起来，更好地为企业服务。汽车4S店实现了四位一体的销售和服务,汽车制造厂商可以进一步贴近用户,迅速了解市场反应,同时也为客户提供了更全面优质的服务。这种模式在汽车发达市场风靡一时,为美国和欧洲的汽车市场的崛起做出了巨大的贡献。随着我国消费者在购车时的考虑越来越理性，服务质量和满意度成为重要因素。所以提高汽车4S店的客户关系管理也越来越得到重视，客服关系管理的核心理念是以客户为中心来组织企业的运作过程，通过在售前、售中和售后服务环节的精细化管理提升企业的客户服务水平，满足客户目前和潜在的需求，从而在市场竞争中立于不败之地。 关键词： 汽车4S店； 客户关系； 营销服务 Abstract Unique competitive advantage in an increasingly competitive buyers market environment, more and more difficult to get any market share is temporary, to establish and maintain the customer relationship to become the most effective means to gain a competitive advantage. Companies build customer relationship management system is imperative, but the information is inadequate often, leaving the knowledge management customer relationship management systems are often tasteless enterprise. You want in the long-term production and business activities accumulated a lot of customer information, sales records, service feedback, and the skills of employees experience knowledge organization circulation, better services for enterprises. Auto 4S shop to achieve a four-in-one sales and service, automobile manufacturers can further close to the user to quickly understand the market reaction, but also provides customers with a more comprehensive quality service. This model in the developed markets of the car all the rage, made ??a great contribution to the rise of the automobile market in the U.S. and Europe. As more and more rational consideration of our consumers in the car, the quality of service and satisfaction has become an important facto