2021年桂林理工大学高等教育自学考试.docVIP

桂林理工大学高等教诲自学考试 毕 业 设 计（论文） 题目 通用汽车公司客户关系管理研究 助学单位 桂林理工大学 毕业时间 本科专业 市场营销 学 生 钟雲雲 指引教师 二〇 年 月 摘要 随着经济，科技，和人们生活水平提高，汽车发展发展迅速，国内成为世界上最大汽车市场。汽车行业作为国内经济发展核心之一，对人们及国家有着重要影响。当前，中华人民共和国私家车日益增多，几乎诸多家庭均有能力购买一台自己车，在经济发展和人们意识提高下，人们对车规定和售后服务也越来越注重。上海通用汽车公司是美国一家汽车制造公司，同步也是全球汽车厂商。自以来跨国汽车巨头纷纷进入中华人民共和国市场，各种品牌相竞争，虽这样，通用汽车公司还是以客户为中心经营理念和“以小求大”方略赢得市场和消费者承认，它在服务上，客户对它服务满意指数在众多汽车行业中是位于之首。本文重要阐述通用汽车公司CRM系统管理、现状分析以及采用方针、它客户管理构造和服务等。 核心词：通用公司；CRM系统管理；服务 General Motors Customer Relationship Management Student:ZHONG Yun-yun Teacher:ZHAO Wei Abstract：With the improvement of the economy，technology，and peoples living standards，the rapid development of automobile development，China has become the worlds largest auto market. The automotive industry as one of the core of Chinas economic development，on people and has an important impact on the country. Currently，an increasing number of private cars in China，many families have the ability to buy almost a own car，in the sense of improving economic development and people，people and service requirements for cars more and more attention. Shanghai General Motors is an American automobile manufacturing company，but also the worlds car manufacturers. Since multinational auto giants have entered the Chinese market，a variety of competing brands，although this，GM is still a customer-centric business philosophy and Small seeking big strategy to win the market and consumer recognition，it on service，customer service satisfaction index in its many automotive industry is located in the head of. This article focuses on GMs CRM system management，situation analysis and the use of policy，management structure and its customer service. Keywords：GM ； CRM systems management,；service 目次 TOC \o 1-3 \h \u 24483 摘要 I