Dongfeng Nissan 4S In NanJing Inn After-sales Service And Customer Relations

Modern enterprise improve customer competitiveness is one of the means of customer relationship management, it is namely a management software is a kind of management mode, aims to change corporate relations with customers, establish good communication, stable target customers.China automobile industry also introduce customer management relation system, establish effective marketing model and channel, especially auto after-sales service field, are performed in large customer relationship management training and optimal system selection.Based on dongfeng nissan 4S inn after-sales service department customer management relations as the research object, using KANO model, data mining technology and linear programming means of auto after-sales service the research on current situation, found at present dongfeng nissan car 4S shops to customer relations management more chaos, the customer of modern automobile market characteristics, the lack of effective not accurate grasp the customer value evaluation system, customer classification fuzzy, after-sale service resources waste for the tough questions.This paper put forward the cases above proposal to dongfeng nissan 4S inn customer relationship management leadership group to make a set of system operating procedures and methods, to recognize the customer value, are in active evaluation, the valuable material, better adjusted and consolidate the present service contents, guarantee the customer relationship good, orderly development, guarantee the customer resources don't loss.This paper also KANO model with linear programming combination of dongfeng nissan 4S shops to classify the existing customers, clear for different categories of client enterprises for different forms of marketing strategies, and to meet enterprise profit maximization basis have choice of expanding target customers.