GH Mercedes-Benz 4S Store Customer Relationship Management Research

With the continuous changes in the market economy environment,the price information of automobile products is becoming more and more transparent,and the operating concept of car companies has changed from "product-driven" to "service-driven".In this competitive situation,only enterprises can win customer trust and achieve sustainable development only by establishing and maintaining long-term cooperative relationships with customers.Therefore,the implementation of customer-centric development strategies,optimizing customer relationship management has become the top priority of my country’s auto enterprise management work.The GH Mercedes-Benz 4S store is a luxury car sales company in Handan.At present,although the GH Mercedes-Benz 4S store has certain advantages in product brands,the customer satisfaction is reduced in the entire consumption link of pre-sales,mid-sales,and after-sales service.The effect of the effect and the serious loss of customers have affected the business efficiency of the enterprise to a certain extent.Therefore,this article starts from the actual situation of the GH Mercedes-Benz 4S store.First,the current status of customer relations management of the GH Mercedes-Benz 4S store is analyzed through the questionnaire survey law and interview method.Secondly,the analysis of the research content of customer relationship management analysis GH Mercedes-Benz 4S stores in the lack of customer development management,customer maintenance management,and customer loss management.Finally,based on customer subdivision theory,customer satisfaction theory,and relationship marketing theory,GH proposes GH Mercedes-Benz 4S stores have a series of optimization measures in customer development management,customer maintenance management,and customer loss management.Through research,I hope to improve the management efficiency and management capabilities of the customer relationship in Handan GH Mercedes-Benz 4S store,thereby improving the core competitiveness of the GH Mercedes-Benz 4S store.At the same time,it provides reference for the improvement of customer relationship management capabilities in other 4S stores.