The Research Of Auto Customer Management Based On System Dynamics

As the Customer relations time coming, it caused between the enterprise and the customer relations has received the unprecedented value. The enterprise's successful key lies in attaching importance to the customer's demand, providing the customer product and the service needed, managing customer relations effectively, guaranteeing the customer to obtain the high degree of satisfaction, increasing the repetition purchase possibility, building the new competitive advantage by maintaining long-term customer relationship. Therefore, strengthens to the customer management research has the extremely vital significance.The systems dynamics theory and the modeling method are the foundation for this article studying. In this paper, the research object is the enterprise customer management system, and the research key point is the customer scale growth rule. Using the systems dynamics basic principle and method to study the enterprise customer management system is one kind of new attempt.Enterprise's customer management system management system is an open complex system. It is relation to the sale subsystem, the produce subsystem, the stock subsystem, and the relation among them is very complex. So using the traditional analysis method cannot reflect this kind of complex relations very well. This paper attempts to establish systems dynamics simulation model, and reflects its complex relations with the model in flow graph thus to reflect the objective.This paper research includes four parts. The first part is the question recognition. Through anglicizing the enterprise's customer management system, we find it is the feedback function complex, open, nonlinear system. At present the research in customer management mainly concentrates in two aspects. One is the customer quantity, another is the customer quality. This paper studies the customer scale growth rule, and discusses the factor and the influence rule which affects the customer scale.The second part introduces the systems dynamics basic theory and makes the feasibility analysis using the systems dynamics to study the customer manages.The third part is the systems dynamics model establishment. The model takes the question which studies as the basic starting point. Through anglicizing the boundary and structure of customer management system, establishes enterprise customer management system basic model and equation. The model contains four subsystems: the customer management subsystem, the sale subsystem, the produce subsystem and the stock subsystem.The fourth part is the model simulation research. First, we carried on the simulation, have obtained the system basic behavior tendency, then carried on the analysis to the result and seeks the intrinsic reason creating the system basic behavior. Then using many kinds of tests function to t test the model, researched key variable how to influent the system behavior and made the reasonable explanation to it. Finally, according to the tests result put forward the policy proposal.To the enterprise's customer management system understanding is an unceasingly thorough process. Therefore, we need make further research in the enterprise's customer management system.