The Research About JieFang Customer Relationship Management System

It comes into the 21st century, manufacturing industry face keencompetition, automobile manufacturing industry even more like this! Ithink the competition in a great deal of management strategy , marketingmethod , management level , manufacture level ,etc. of enterprises canbe summed up in two points: The competition to talents and competitionto the customer. Among this paper, the importance of customer to enterprisethat have been described in detail , a word: the customer is a core ofall questions ".The customer can be divided into four kinds according to the relationwith enterprise, this is a very common catagorised method. But in routineduties, we always adopt another kind of method, through analyzingcustomer's degree of contributing to enterprises as customer'sclassification. It can be conclude: Key customer , effective customer ,potential customer , invalid customer. Moreover acts according to thedifferent customer category to suggest uses the different marketing method,gains the different customer relations. Although the customer relationsmanagement may ponder from three kind of different aspects, but I thoughtat present to our FAW, the relations between customer to manage' s corecontent supposed to be: During a long time diligently and each kind ofchannel and the communication with customer, establishes the stableemotion and the service partnership between the enterprise and the customer,the maintenance and the strengthening with the customer relation, achievedthe long-term satisfied condition, the enterprise' s profit continues togrow. This is the master line of the present paper passes through the fulltext from beginning to end .And customer of FAW brand relation that design administrative systemthe department concrete to implement by customer relation in the centeraccording to the customer thinking, relation of management, take customerservice as the masterstroke, emphasize and FAW customer' s informationis interplay, offer all kinds of high quality service for it, pay attentionto connecting with other systems at the same time , offer effectivecustomer' s information for enterprise. Concrete service content includesthree following respects: Basic service , value-added service , advancedservice . The basic service relies on the fact that the seek-help-telephone ofthe customer is mainly for the consultation and for solving the problems,make variouskinds of satisfaction investigations subsidiary, exchange with thecustomer through customer service representatives of, solve the problemthat before selling , sell , and after sale the customer met . Meet thecustomer' s basic demand, increase customer's cognition degree ofenterprises and satisfaction. The value-added service regards improving customer's loyalty as objectand maintaining the existing customer-relation. It emphasize thatcustomer and enterprises should have ohviously interplay, reflectenterprise' s care to the customer; Realizing the selling and the marketintegrated in addition. Customer service is playing an more important rolein selling. Specifically like: The marketing extending, caring forcustomer, urgency succor , trade of second-hand car, service of the club ,channel management , customer's loyalty investigation , potentialcustomer excavate etc. Advanced service intention is to maintain those bring enterprisecustomer of high value to bring through special service of specificcustomer , produce the direct benefit for sale at the same time . The servicecenter of customer should become service centers and marketing centersof enterprise layer at this moment. More one excavates to customer'sdatabase and application, in order to realize the service of high value.Specifically like: Market research and analyzing , truss up sale , VIPserve , trans-departmental business procedure , database application ,direct marketing , etc. The general phenomenon of each enterprise is that the system in respectssuch as enterprise's production , sale , financial affairs , warehousingand transportation , etc. has already come into operation at present, butcustomer's relation administrative system is the new developing projectjust paid attention to and developing by enterprises, it must beorganically connected with other marketing administrative system ,products information system , order sell planning system. Through the design and implement of this set customer relation,enforcement and the design of management system will may be implementedfor FAW customer discrepancy melts to manage, enforcement whole processmanagement is developed jointly operate to sell , concern sale andoverlapping sales , upward sell, the combination sale of 4 V. The most effective way for the weight of work and management effectis to carry on the investigation of the degree of satisfaction of customer.If customer satisfies degree is in raise ,that is to say,the realationshipof customer is continuously improving constantly. We may not only strivefor more new customer but also maintain original old customer in largequantities This is the reason why enterprise pays attention to customersatisfaction more and more. In view of the fact of truck field developssituation in recent years ,and the characteristic of combination truckcustomer , department division of labour and the management system ofliberation trademark is at the same time to considered, It is concernedwith the investigation method of liberation service satisfactory degreefor comprehensive appraisement , the product and the sales satisfactiondegree are not mentioned in this paper, please excuse me! Certainly, jointhe three aspects according to the suitable weight , is just accurate morepersuasive data, this is the focus of our work. Satisfactory degreeinvestigation will pass through 10 unified problems that put forward the...