Research On Customer Relationship Management In Changchun CX Great Wall Auto 4S Store

With the development of social economy,the competition degree of automobile industry is more and more intense.At present,with the rapid development of the automobile industry,automobile quality of major manufacturers is basically the same,and automobile price is more transparent,so the appeal of automobile price and quality to customers is gradually weakened,while the impact of personalized services provided by them on customers is constantly increasing.Therefore,how to better meet the needs of customers,enhance customer loyalty and achieve good customer relationship management has become a key issue in the development of automobile enterprises.Although CX Great Wall automobile 4S store in changchun has made some achievements in the field of customer relationship management,it still has some deficiencies.These deficiencies are exactly the future improvement and improvement in customer relationship management of CX Great Wall automobile 4S store in changchun.Based on the theories of customer relationship management,customer life cycle and customer lifetime value,this paper sorts out the research results of 4S shop customer relationship management with the help of literature research,which lays a foundation for the research of this paper.At the same time,using the method of questionnaire survey,the three stages of customer relationship management are investigated: pre-sale,sale and after-sale,and the existing problems in customer relationship management are put forward.The improvement measures of customer relationship management of CX Great Wall automobile 4S store in changchun are proposed from the aspects of customer classification,the use of sales funnel and internal training system,which provide some ideas and help for the promotion of customer relationship management of CX Great Wall automobile 4S store in changchun.After research,this paper finds that maintaining good customer relations can help enterprises to improve profitability,and at the same time can help enterprises to obtain core competitiveness.For changchun CX Great Wall automobile 4S shop,it is necessary to take reasonable measures to maintain good relations with customers in the process of pre-sale,sale and after-sale,so as to improve the service level of the 4S shop and help enterprises to maximize profits.At the same time in order to improve customer satisfaction,but also to perfect the related system,strengthen the holiday greetings,rich owners,the Great Wall automobile industries constitute fellowship association meeting as a key of customer relationship management(CRM),and think that the Great Wall automobile industries constitute fellowship alliance will need to start as soon as possible,to build the Great Wall in marketing,in addition,also make take the customer as the center of the enterprise culture,improve staff service consciousness.