中国汽车生产企业客户关系管理的发展趋势.docx

1、stressed that promoting the comprehensive revitalization should focus on economic construction as the central focus with, pay special attention to grasp the implementation of five development concepts, deepening reform and promoting the all-round opening up, ensuring and improving peoples livelihood

2、, strengthen the construction of ecological civilization, “five priorities“, play development mix. To with new development concept measure work, and command action, and training cadres, in implement implementation new development concept in the looking for opportunities, and build highlights, and ex

3、pand advantage; to full deepening reform, break bound the aspects created vitality of system mechanism obstacles; to active advance full aspects opening, participation “in the cast Russian Economic Corridor“ construction; to guarantees and improved livelihood, strongly won poverty battle; to strengt

4、hening ecological civilization construction, for sustainable development reserved space, for future generations left sky blue, and to green, and water clear of better homes. We must in-depth implement implementation new development concept, insisted to economic construction for Center, firmly caught

5、 development this first priority, absorbed make construction, heart no distractions caught development, speed up development “six big industry“, in-depth implementation “three big engineering“, active create “two big environment“, out of a article quality more high, and benefits better, and structur

6、e more excellent of transformation development of road. To strengthen ecological construction. On March 22, the deep restructuring examined and adopted the opinion on perfecting compensation mechanism of ecological protection, proposed to explore the establishment of diversified ecological compensat

7、ion mechanism, progressive realization of forests, grasslands, wetlands and other areas of focus and key ecological function and other important regional ecological compensation coverage, the ecological advantages of the region will be further highlighted. We need to go green eco-building, as the es

8、sential policy, in strict accordance with the State of main function region construction requirements, careful implementation and Xiaoxing an mountains forest ecological protection and economic restructuring plan for the construction of sky blue, . Acts prohibited by picking up the remaining wells i

9、n standing timber. To focus on forest resource conservation, increase the acquisition and supervision of cold storage, no buy fruit, encourage support to leading enterprises, workers cooperatives as a unit, the contract management of forest resources, the rational protection and utilization of resou

10、rces. To work actively towards policy aimed from the level of the State Forestry Administration formulated regulations to protect forest resources as soon as possible to achieve law and regulation to protect forest resources. Should focus on forest fire prevention. Fire safety is the first priorityt

11、he first responsibility of the forest, 26th spring area has fully deployed to the fire, has now entered the fire, we have to be on duty, and defend. Determined to overcome paralysis, must not “Twelve-Five“ no fires in the past, the reduced requirements during the period. To apply strictly the party

12、with the responsibility, must shoulder the responsibility of the Party Secretary in particular, really practice pipes, it can never shuaishouzhanggui, be sure to layer the implementation falls fire responsibility, to ensure that no major forest fires. To adhere to balanced, correctly handle the rela

13、tionship between fire and project construction, industrial development, to “never miss or two.“ Second, to speed up the development of six major industries. Promote development in our region, the key is to give full play to resource advantage to build eco-oriented “big six“ system, to create the new

14、 engine of economic growth. Firm confidence. Practice has proved that the “big six“ of both central and provincial requirements, and meet the actual da hinggan mountains, through active efforts have been showing a strong momentum of development. So, in the “six“ on development, we must be firm in fa

15、ith, go all out, perseverance, one caught in the end, convinced that Castle is not relaxed, does not reach the target will never give up. Should focus on industrial projects. Project is to accelerate the industrial development of important support and backing. Industrial project construction, my are

16、a there are few in number, small size, low level problems. This year, the project as his party has “first project“, we have to work hard to project construction. Especially effective during short, catching project shall not, slow, dragging not allowed. All localities should conscientiously implement

17、 the project leadership system, timetable, roadmap, and coordinate services, tracking the whole process forward, inverted durations, speeding up progress and seek practical results. Poised to break the project build Set challenges, to accelerate the pace of preliminary formalities, the enterprises h

18、ave difficulties to pull one way and also help in a timely manner to help businesses market, enhance confidence, urging work as soon as possible. To strengthen the project analysis, proper risk analysis and improve project success rates. (Specific to the XX, we still want to make good use of agricul

19、tural advantages, relying on the upper reaches of the forest in the fresh air and XXX pure water and other resources, create high-quality, high-grade green food brands, truly reflect the original character. Meanwhile, adhere to the project as the breakthrough to promote economic development around t

20、he “six industrial chain“ to pay special attention to forming projects, dig potential projects, focus on key projects, actively cultivating the new leading industries and new sources of economic growth). To promote investment. More accurate professional business, and based my industrial base and res

21、ources, aimed at national industrial layout中国汽车生产企业客户关系管理的发展趋势一、 国内汽车行业客户关系管理的发展汽车行业泛指与汽车相关的所有行业，包括汽车生产企业（主机厂） 、经销商、服务商、汽车金融公司、保险公司等，汽车行业的客户关系管理随着中国经济特别是汽车行业的发展，从无到有，不断成长，可以分成三个阶段：1、 第一阶段：概念阶段1984 年1992 年：随着中国经济逐步从计划经济向市场经济过度，居民的汽车消费开始不断增长，汽车行业逐步以主机厂为核心，建立自己的销售、售后与服务体系，在这一阶段，国内的还没有引入客户关系管理的概念，销售、售后与

22、服务体系处于分离状态。2、 第二阶段：起步阶段1993 年2002 年：随着中国经济的腾飞，汽车消费市场开始快速增长，外资企业的进入，带来了“客户满意度调查”意识，引入中国汽车行业stressed that promoting the comprehensive revitalization should focus on economic construction as the central focus with, pay special attention to grasp the implementation of five development concepts, deepenin

23、g reform and promoting the all-round opening up, ensuring and improving peoples livelihood, strengthen the construction of ecological civilization, “five priorities“, play development mix. To with new development concept measure work, and command action, and training cadres, in implement implementat

24、ion new development concept in the looking for opportunities, and build highlights, and expand advantage; to full deepening reform, break bound the aspects created vitality of system mechanism obstacles; to active advance full aspects opening, participation “in the cast Russian Economic Corridor“ co

25、nstruction; to guarantees and improved livelihood, strongly won poverty battle; to strengthening ecological civilization construction, for sustainable development reserved space, for future generations left sky blue, and to green, and water clear of better homes. We must in-depth implement implement

26、ation new development concept, insisted to economic construction for Center, firmly caught development this first priority, absorbed make construction, heart no distractions caught development, speed up development “six big industry“, in-depth implementation “three big engineering“, active create “t

27、wo big environment“, out of a article quality more high, and benefits better, and structure more excellent of transformation development of road. To strengthen ecological construction. On March 22, the deep restructuring examined and adopted the opinion on perfecting compensation mechanism of ecolog

28、ical protection, proposed to explore the establishment of diversified ecological compensation mechanism, progressive realization of forests, grasslands, wetlands and other areas of focus and key ecological function and other important regional ecological compensation coverage, the ecological advanta

29、ges of the region will be further highlighted. We need to go green eco-building, as the essential policy, in strict accordance with the State of main function region construction requirements, careful implementation and Xiaoxing an mountains forest ecological protection and economic restructuring pl

30、an for the construction of sky blue, . Acts prohibited by picking up the remaining wells in standing timber. To focus on forest resource conservation, increase the acquisition and supervision of cold storage, no buy fruit, encourage support to leading enterprises, workers cooperatives as a unit, the

31、 contract management of forest resources, the rational protection and utilization of resources. To work actively towards policy aimed from the level of the State Forestry Administration formulated regulations to protect forest resources as soon as possible to achieve law and regulation to protect fo

32、rest resources. Should focus on forest fire prevention. Fire safety is the first prioritythe first responsibility of the forest, 26th spring area has fully deployed to the fire, has now entered the fire, we have to be on duty, and defend. Determined to overcome paralysis, must not “Twelve-Five“ no f

33、ires in the past, the reduced requirements during the period. To apply strictly the party with the responsibility, must shoulder the responsibility of the Party Secretary in particular, really practice pipes, it can never shuaishouzhanggui, be sure to layer the implementation falls fire responsibili

34、ty, to ensure that no major forest fires. To adhere to balanced, correctly handle the relationship between fire and project construction, industrial development, to “never miss or two.“ Second, to speed up the development of six major industries. Promote development in our region, the key is to give

35、 full play to resource advantage to build eco-oriented “big six“ system, to create the new engine of economic growth. Firm confidence. Practice has proved that the “big six“ of both central and provincial requirements, and meet the actual da hinggan mountains, through active efforts have been showin

36、g a strong momentum of development. So, in the “six“ on development, we must be firm in faith, go all out, perseverance, one caught in the end, convinced that Castle is not relaxed, does not reach the target will never give up. Should focus on industrial projects. Project is to accelerate the indust

37、rial development of important support and backing. Industrial project construction, my area there are few in number, small size, low level problems. This year, the project as his party has “first project“, we have to work hard to project construction. Especially effective during short, catching proj

38、ect shall not, slow, dragging not allowed. All localities should conscientiously implement the project leadership system, timetable, roadmap, and coordinate services, tracking the whole process forward, inverted durations, speeding up progress and seek practical results. Poised to break the project

39、build Set challenges, to accelerate the pace of preliminary formalities, the enterprises have difficulties to pull one way and also help in a timely manner to help businesses market, enhance confidence, urging work as soon as possible. To strengthen the project analysis, proper risk analysis and imp

40、rove project success rates. (Specific to the XX, we still want to make good use of agricultural advantages, relying on the upper reaches of the forest in the fresh air and XXX pure water and other resources, create high-quality, high-grade green food brands, truly reflect the original character. Mea

41、nwhile, adhere to the project as the breakthrough to promote economic development around the “six industrial chain“ to pay special attention to forming projects, dig potential projects, focus on key projects, actively cultivating the new leading industries and new sources of economic growth). To pro

42、mote investment. More accurate professional business, and based my industrial base and resources, aimed at national industrial layout客户关系管理的概念。中国国内汽车厂商全面部署 CRM 系统，建立客户服务呼叫中心，开展满意度调查、回访等工作，并通过经销商/服务商实现大部分的客户关系管理职能。3、 第三阶段：探索与发展阶段2003 年至今： 中国汽车在这一阶段实现井喷式增长，年产销量从 2003 年的 400 万左右，增长到2014 年的 3000 万辆左右。历经

43、多年的高速增长，中国汽车市场日趋饱和，激烈的竞争使得汽车主机厂更加重视对客户的关系的管理，绝大多数企业都将客户关系管理上升到企业战略的高度。主机厂开始加强对经销商/服务商客户服务的管理，对资源进行重组与整合。二、 中国汽车生产企业客户关系管理的现状在相当长的一段时间，中国汽车生产企业（即主机厂）的客户关系职能都交由经销商/服务商执行，从某种意义上来说，主机厂并不直接参与客户关系的管理，对于客户的需求并不十分了解。如果我们将汽车生产企业的客户关系管理分为四个层次的话，那么大多数的中国汽车生产企业基本处于第二个层次。stressed that promoting the comprehensive

44、 revitalization should focus on economic construction as the central focus with, pay special attention to grasp the implementation of five development concepts, deepening reform and promoting the all-round opening up, ensuring and improving peoples livelihood, strengthen the construction of ecologic

45、al civilization, “five priorities“, play development mix. To with new development concept measure work, and command action, and training cadres, in implement implementation new development concept in the looking for opportunities, and build highlights, and expand advantage; to full deepening reform,

46、 break bound the aspects created vitality of system mechanism obstacles; to active advance full aspects opening, participation “in the cast Russian Economic Corridor“ construction; to guarantees and improved livelihood, strongly won poverty battle; to strengthening ecological civilization constructi

47、on, for sustainable development reserved space, for future generations left sky blue, and to green, and water clear of better homes. We must in-depth implement implementation new development concept, insisted to economic construction for Center, firmly caught development this first priority, absorbe

48、d make construction, heart no distractions caught development, speed up development “six big industry“, in-depth implementation “three big engineering“, active create “two big environment“, out of a article quality more high, and benefits better, and structure more excellent of transformation develo

49、pment of road. To strengthen ecological construction. On March 22, the deep restructuring examined and adopted the opinion on perfecting compensation mechanism of ecological protection, proposed to explore the establishment of diversified ecological compensation mechanism, progressive realization of forests, grasslands, wetlands and other areas of focus and key ecological function and other important regional ecological compensation coverage, the ecological advantages of the region will be further highlighted. We need to go green eco-building, as the essential policy, in st