The Tactic Research Of CRM Of A Auto Trade Company

The 21st century are our country automobile industry rapid development time, Our country Automobile Enterprise is facing a fill opportunity and the challenge market marketing competition new times.Faced with the new management environment and the competition pattern, more and more many enterprises start to do everything possible to seek the new way, maintains the enterprise profit ability. The customer relations manages this innovation the marketing pattern, can promote the company to promote the customer profit degree of contribution and the customer degree of satisfaction, increases the market share, the reduced operation cost, enhances the investment rate of return. The high value, turns head the customer which, satisfaction, makes a profit is a focal point which world all earning capacities and thegrowth company pay attention.The paper first introduced the customer relations management theory connotation, the origin and the technical classification, as well as with it correlation some mainstream theory, carried on to the domestic and foreign customer relations management application present situation have analyzed and compare.Then, in unifies the CRM theory in the foundation, the author acts according to own practical work experience, to the automobile marketing profession external environment, the customer relations management present situation and the trend of development, as well as the A automobile marketing company's survey and the customer relations management present situation has carried on the analysis.Has once more carried on the elaboration to the A automobile marketing company take the customer as the central management flow principle of design, designed the latent customer management, the new vehicle owner information management, the customer has consulted processing, the customer complained processing, the automobile recalled processing, CVP investigation processing, the dealer and the CRC contact and so on take the customer as the central management flow and the implementation step.Finally, proposed provides the value-added service and for the customer provides exchanges A automobile marketing company's and so on the platform for the customer customer degree of satisfaction promotion strategies.Through this article research, expected can provides some models for the domestic automobile marketing profession customer relations management fundamental research and the practical application.