XALZX Auto 4S Store Customer Relationship Management Research

With China's sustained development of market economy,disposable income are constantly improving,people are constantly rising demand for cars,China has evolved into the world's largest car market,new car sales.At the same time,China's auto consumer market is gradually mature.With the ensuing,the homogenization of automotive products is becoming increasingly serious,the competition in the automotive market intensified,especially in the high-end luxury car market,the market structure and industry profits are quietly changing.So how to win customers,get profits and get the sustainable development of car brands is a serious challenge for every car dealer.This article to Xi'an XALZX 4S car shop(Mercedes-Benz authorized 4S shop)as the research object,to carry out analysis and explanation.In the face of the growing number of dealers around the network and the increasing number of maintenance plants,Xi'an XALZX 4S car shop is facing a serious customer diversion,customer sensitivity to the price of continuous improvement of the quality of service requirements more stringent A series of questions.Therefore,this article from this point of view,to XALZX as a specific object of study,the use of customer life cycle and customer value management as a theoretical basis for XALZX 's customer relationship management issues were analyzed.This paper uses literature research,theory and practice of research methods.First of all,combing all kinds of customer value management theory literature,defines the customer,customer value connotation.Secondly,by studying the development status of customer relationship management in the automobile industry,it is found that the problem of customer relationship management of XALZX 4S shop is analyzed,and the necessity of implementing XALZX automobile 4S shop to implement customer relationship management strategy is discussed.Finally,this article describes in detail the XALZX based on "customer-centric",according to their own status and characteristics of the organization from the organizational structure,operational processes,database optimization,performance appraisal and other different levels to develop customer relationship management strategy,in-depth analysis The Coexistence Relationship between Customer Satisfaction and Enterprise Development.At the same time,it elaborates some safeguard measures to ensure the normal implementation of the customer relationship management strategy of XALZX.The author hopes that through the research of this article,on the one hand,it will provide theoretical guidance for the customer relationship management of XALZX automobile 4S shop,and on the other hand,it will also refer to the automobile enterprise of other domestic"customer-centered" customer relationship management strategy.