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随着中国人世协议的正式签署,中国汽车服务业所面临的竞争日益激烈。如何保持与提高自身的核心竞争力是国内每一家汽车服务实体企业所面临的课题。本文首先分析了汽车服务业所面临的形势,然后结合东昌集团建立并实施客户经理制的实践,介绍了汽车服务业实施客户经理制的意义,在此基础上提出各4S 实体公司应当以客户经理制为突破口来实现汽车服务企业经营管理的现代化。文中介绍了客户经理制的核心特征并详细分析了实施客户经理制的关键、客户的市场定位与客户经理的职能作用、实施过程中应注意的问题等。
With the formal signing of China’s World-End Agreement, competition in the Chinese auto service industry is becoming increasingly fierce. How to maintain and enhance its own core competitiveness is the subject of every automobile service entity in China. This paper first analyzes the situation facing the automobile service industry, then combines the practice of establishing and implementing the account manager system in Dongchang Group, introduces the significance of implementing the customer manager system in the automotive service industry, and on the basis of this, proposes that all 4S entity companies should take the customer Manager system as a breakthrough to achieve the modernization of automotive service business management. This paper introduces the core features of customer manager system and analyzes in detail the key to the implementation of customer manager system, the customer’s market positioning and the role of customer manager, the implementation process should be noted.