Car Sales Kind Of Customer Relationship Management System Design And Implementation

Customer resource is the key factor in sales company survival and development,in the increasingly competitive automotive sales market, to provide a high level ofcustomer satisfaction, is always the pursuit of all the car dealer. Customer relationshipmanagement system auto dealers, such as sales, marketing, customer service anddecision-making provides a automated technical support, customer managementinformation integrated application solutions, solve problems, has great significance toimprove the quality of Customer service.In this paper, through the understanding of express an array (4S shop) workingbackground, working mechanism and the customer relations situation, a carefulanalysis of the information needs of the CRM store, and combining the car salesbusiness process and customer relationship management information, design a suit ofthe store the actual CRM system. The system realizes the customer data information,network and standardization of the management, can greatly improve the storecustomer service personnel’s working efficiency, improve customer satisfaction, andenhance customer loyalty.The main work in this paper:（1） this paper analyzes the origin and the development background of CRMsystem, and its application status at home and abroad and achievements, discusses thenecessity and feasibility of developing the system express4S shop;（2） Analysis of express4S shop and customer relationship management statusof2basis, combined with the author’s own practical experience in the store, theproposed technique based on WEB (.NET) car dealer customer relationshipmanagement system design;（3） Reference of basic technology of the existing CRM system, designed thelogic express4S store CRM system, design of customer relationship managementsystem model, and put forward the physical model of high feasibility, to providereference and support for the realization of the system;（4） Set up the CRM system development principles, the system analysis, datastructure design, the three layers of the MVC model and the realization of systemfunctions as the mainstream of system development, on the basis of the developmentprocess of the key steps. At the same time, the key of the composition of CRM systemmodules of the detailed design and implementation;（5） According to the above content, refer to the user requirements and thedesign documents, write test cases in each period of the program development process,in order to test driven development, software quality assurance. After the UAT test, the CRM system which’s designed according to this paper’sresearch result has been proved that the system is running well, meet the requirementsof stability, effective, and can improve vendors work efficiency in the certain degree.