汽车产品售后服务工作优化设计_客户关系管理论文.doc

汽车产品售后服务工作优化设计 ?? 摘 要 客户是企业的生存之本，客户关系管理可以提高企业的知名度，促使企业的各种生产经营活动顺利发展，提高企业的经济效益和社会效益。因此，良好的客户关系至关重要. 本文首先阐述了客户关系管理（Customer Relationship Management,简称CRM）的概念和CRM的发展史。在此基础上，说明CRM在企业中的杠杆作用和相关的功能模块；然后，本文详细介绍建立一个客户关系管理系统（也就是CRM管理系统）的具体步骤，及其应用后的结果。最后，本文总结了客户关系管理暂时存在的不足以及今后的发展趋势。 ABSRCT The customer is the enterprise survival, the customer relationship management can strengthen enterprise and social contacts, improve customer satisfaction and loyalty, shaping a good corporate image, improve enterprises popularity and reputation, enhance the cohesive affinity of the enterprise and the centripetal force, promote the enterprise of the production and business operation activities of the smooth development, enhances the enterprise the economic benefit and social benefit. This shows a good Customer relations are very important, and the paper first expounds the request of Customer Relationship Management (CRM Management, that as the concept of the history of CRM,; By understanding the development on the basis of the introduced in this paper to continue the CRM enterprise the function brings to the enterprise effect; Then this paper have introduced the CRM related function module; Then this paper introduced how to continue to build up a customer relationship management (CRM system is management system), how to play its role; At last this paper summarizes the existing customer relationship management temporary and the deficiency of the development tendency in the future, so readers can more specific customer relationship management work duties, and in the enterprise of importance. As a forward-looking service people, should see the future of the potential of CRM market. He is a development trend, is also a good enterprise of the result of it need, so through this paper expounds the hope can play to the role of reference.  目 录 摘要2 第一章 绪论5 1.1 客户关系管理概念5 1.2 CRM的发展史5 第二章 客户关系管理对企业的效益杠杆7 3.1提高内部员工的工作效率，节省日常开支7 3.2同客户保持长久关系（提高忠诚度）7 3.3提高客户满意度8 3.4增加营业收入，提高利润率8 第三章 客户关系管理应用的基本功