華晨寶馬的客戶關(guān)系管理.pdf

1、分類號：——UDC——密級：——編號：——工商管理碩士(MBA)學(xué)位論文華晨寶馬的客戶關(guān)系管理碩士研究生指導(dǎo)教師學(xué)位級別學(xué)科、專業(yè)所在單位論文提交日期論文答辯日期學(xué)位授予單位：劉雨新：徐建中教授：工商管理碩士(MBA)：工商管理碩士(MBA)：哈爾濱中寶汽車銷售有限公司：2008年4月：2008年6月：哈爾濱工程大學(xué)哈爾濱丁程大學(xué)工商管理碩士學(xué)伶論文AbstractHowwilltheChineseEnterprisesofautomo

2、tivemanufacturerandsalesfacethemoreandmorefiercercompetitionTheintroductionofCRM(CustomerRelationshipManagement)isundoubtedlyaneffectivewaytosolvethisproblemCRMisanewlyintroducedmanagementsystem，whichobjectiveistoimprove

3、thecustomerrelationshipThesystemimplementedinmarketing，serviceandthefieldsoftechnicalsupportetc，whichrelatedtocustomersOntheonehand，itattractsandkeepsmorecustomersthroughprovidingquickerandcircumspectservice，andintegrate

4、sthesupportingsystemthatincludesforegroundandbackgroundapplicationsThusitcaninsurethecustomers’satisfaction，whichdirectlyrelatedtotheprofitsoftheenterpriseOntheotherhand，itreducesthecostoftheenterprisethroughallroundmana

5、gementtotheoperationflowBMWBrillianceisajointventurethatfoundedbyBMWgroupinChinainthefieldofautomobilemanufacturingandsalesIt’ShelpfultosumupthefoundationandimplementationoftheCRMsystemofBMWBriUiance，todiscussthestrategy

6、anddetailedoperationmodeofCRMinautomotivemarketingThusCanbeusedforCRMreferencebytheenterprisesThisarticlefollowsthestepsofCRMprogramming，toanalyzetheselectionandoperationofcustomerinformationmanagementsystem，thefoundatio

7、nofcallcenterthedesignoftheflowforthemanagementofcustomercareandcustomercomplaintFindoutthehiddentroubleandproblemsinmanagementtosalesPointouttheadvantagesandweakpointsofthecompany’SCRMsystemTablearationalproposalofCRMpe