Research On The Influencing Factors And Countermeasures Of Customer Loss In 4S Stores Of Yangzhou Dachang Rive

Data from China's Ministry of Industry and Information Technology show that from 2009 to 2017,China's auto sales have maintained a growing momentum and topped the global production and sales list for 9 consecutive years.The rapid growth of auto sales in China also brings many practical problems to the operation of 4S stores.The automobile manufacturers take the regional market share as the assessment item of dealers.In order to pursue the brand regional market share,they excessively increase the network density of 4S stores in the target market and realize the periodical sales increase through the number of regional 4S stores,thus triggering the sales price war.Under the reality of slight profit or loss,4S stores change the company's strategy from sales orientation to after-sales orientation.An effective way is to do a good job in customer relationship management and win the main after-sales business.This thesis will take the customer relationship management,organizational behavior,management and other relevant theoretical knowledge as the foundation,take Yangzhou grand Yangtze river 4S store as the research object,combined with practical experience of domestic mainstream brand 4S shop's customer relationship and loss management,the current situation of customer management in Yangzhou grand Yangtze river 4S stores was analyzed through logistic regression,and improvement measures were formulated for the problems found in the analysis.The research results of this thesis are conducive to the maintenance of good customer relationship and the improvement of customer's degree of satisfaction and loyalty of 4S stores,and provide a strategic reference for the management of customer loss of Yangzhou grand Yangtze river 4S store,as well as a reference for other automobile 4S stores to reduce customer loss.The research framework of this thesis is as follows: The first part mainly describes the background and significance of the research,and the ideas,methods,content and structure of the research;The second part introduces the research summary and related theories;The third part mainly introduces the current situation and problems of customer management in Yangzhou grand Yangtze river 4S store;The fourth part used logistic regression method to analyze the main reasons of customer loss in Yangzhou grand Yangtze river 4S store;The fifth part puts forward the improvement plan to the above problems;The last part is the conclusion and expectation.