2 thoughts on “Is there any CRM application solution in the automotive industry?”
Earl
Hello, Zhanhua CRM is centered on customers and the project as the main line. Sales personnel's negotiation progress, order contracts, and repayments are the main contents of sales to prevent customers from loss of loss, specialization of sales, and greatly enhance performance.
In the past few years, we have seen that customer relationship management (CRM) is popular at a rapid rate in China. CRM emphasizes the management method of "customer -centric" to put customers, not products, and in the center of improving the competitiveness of enterprises. This idea is very suitable Essence At present, Goku CRM has many customers in the Chinese market, and is the most widely used CRM software supplier in the industry and partners. . After more than ten years of development, the automotive industry is gradually moving from the state of chaos to standardized management. From the "small and full" to the scale economy, the main target market of automobile sales is also turning to the private car market and loan car purchase market. Essence The changes in the market environment and the challenges that the automotive industry will face after the Chinese entry into the WTO requires the front -end management level of the automotive industry must be greatly improved in the short term. The concept and application of customer relationship management are precisely the needs of the automotive industry. For Goku CRM, this not only laid the application foundation among the sales companies and car dealers of many automobile manufacturers, but also promoted us to continuously consider the characteristics and development trends of customer relationship management in the automotive industry. The industry background The development of the automotive industry is undergoing a major turning point. In the past, the production scale of the automotive industry was the decisive factor that determined the competitiveness of the enterprise. As the most typical large -scale economy industry, the high investment and high output characteristics of the automotive industry must cross the threshold of the scale as soon as possible as soon as possible. In order to ensure the investment capacity of development capabilities, we can first occupy the priority of procurement in the international market, thereby reducing costs and further expanding its strength. Therefore, the expansion of production and improving production efficiency has always been the main concern of the automotive industry. The competition in the automotive industry is gradually shifting from the "product -centric" model to the "customer -centric" model. The so -called "customer -centric" management model is the most important core resource of customer resources as an enterprise. The core of customer relationship management is customer value management. It divides the customer value into the factor value, potential value and model value. By meeting customer personalization needs, increasing customer loyalty and preservation rate, realizing shortening sales cycles, reducing sales costs, increasing income, and expanding the market, thereby comprehensively improving the profitability and competitiveness of enterprises. While providing full business management from market management to customer service and care, in -depth analysis of customer purchase behavior and value orientation, for enterprises to dig new sales opportunities, and provide scientific and quantitative guidance basis for future product development directions. Make companies maintain their development capabilities in a rapidly changing market environment. Reflected in my country's front -end management of the automotive industry, the following characteristics are presented: In the integration of existing sales channels, more detailed management of sales costs and increasing the success rate of scale sales; Groups to meet the different needs of various customers, "one -to -one marketing" has become the development trend of automobile sales; forming a marketing service system that sells, services, and maintenance around customers, and realizes sales with international traffic as soon as possible In connection with the service model; the customer satisfaction of enhanced after -sales service will become an important aspect of the expansion of automobile distribution outlets. If information sharing is the main purpose of integrating the existing sales channels marketing is the key to the development of the automotive industry. In the case of maturity in my country's automotive industry, the agency distribution system is undoubtedly an organizational circulation and marketing method that is more suitable for this requirement. my country's automobile sales model now mainly adopts the method of regional limited agents, that is, each of which is limited to more than a dozen companies to establish sales outlets. These sales outlets are usually directly facing the final consumers. From the sales of the entire automotive industry, such a system includes: For car dealers, there must be a variety of complex final consumer customer groups, including private buyers , Buyers of the same unit (large customer), taxi companies and other customer categories and information; For the sales company of automobile manufacturers, management outlets are the most important in managing existing sales and ensuring sales performance. aspect. Due to the sales characteristics of the automotive industry, for automotive dealers, it is able to report the car purchase plan in time and understand that information such as car conditions will help promote the sales of end users; and the sales company of automobile companies will come Said to understand the sales of dealers in a timely manner, it is very important to summarize sales information. Moreover, the policy of buyers such as installment payment, old car replacement, and financial leasing requires the close cooperation between the two to complete the two. The demand for information sharing is very urgent. The auto sales company is also trying such a system, and some of the operations are also relatively good and achieved good results. However, from the perspective of many companies in my country, due to the more problems left in the planned economic model, the automobiles are issued by the car to the factory. The channels are difficult to control. There are no shortage of "dark box operations". Sometimes the purchase price of senior agents is even higher than the low -level agent. It is difficult to operate product sales according to the established framework. This makes the sales network chaotic. The agent enterprises and manufacturers in international companies have truly achieved the "community of interests". In the settlement and price adjustment of production enterprises, it is as good as possible to the circulation enterprises as possible, while circulating enterprises will strive to improve the circulation facilities and provide efficiency guarantees in pre -sales, mid -sales, and after -sales service, and vigorously consolidate the market for manufacturers and open up the market. To achieve this effect, timely information transmission is essential. And this kind of information transmission is not a simple form of daily newspapers, weekly newspapers, and monthly newspapers, but in real -time and accurate information sharing. As the accumulation of data is continuously deepened, information sharing becomes a reality, we can expect that future automotive industry sales will enter the level of data mining on the basis of digital management, and for the design, manufacturing, and sales of automobiles. The factual foundation of analyzing and decision -making in various aspects of service is wealth. In the modern industrial industry such as high investment and high output in the automotive industry, it will be more obvious. The marketing service system of "four -in -one" is becoming the main competitive model of Chinese car sales It in today's Chinese car sales model, mainly: vehicle sales, accessories sales, after -sales service, information, information, information, information There are two types of "four -in -one" specialty stores and car tangible trading markets composed of feedback. Most of the experts believe that the "four -in -one" automotive store -style sales model will become the leader of China's car sales model in the future. For example, Xi'an's "four -in -one" specialty store represented by brands such as Biec, Honda, Fengshen, etc., has occupied a lot of share in the car sales market in Xi'an. This model is also the business model of a brand specialty store. At present, a certain "four -in -one" automobile sales network with domestic joint venture manufacturers is a greater advantage in competing with foreign brands such as GM, Volkswagen, Honda and other foreign manufacturers who have not yet entered China. Compared with the past, the Chinese car sales market is more concerned about the cost -effective comparison brand of car consumer consumer groups in the past. Realize scale sales. After the unification of the brand and price, the main competitive advantage of automobile distribution has shifted to the establishment of the marketing service system. Simple price reduction, or buying a car and sending a computer, sending decoration, etc. are low -level sales methods. Only in the short term to maintain market share and establish a mature, perfect, and reliable marketing network is the key to responding to market competition. Industry insiders believe that the price war is the characteristic of China's car development at this stage, and the price reduction is not the only magic weapon for the enterprise. Through continuous improvement of products and service quality, enterprises will gradually establish a brand. Brands will be a high -level means of competition in enterprises. Only when the product is recognized by consumers can we form a market pattern that is mainly based on "brand" competition and "price" competition. Information feedback is to create new sales methods through market information. For example: Shenlong Company and the well -known American car rental company established a joint venture to establish an enterprise, so that the cars they produced were carried out car rental business across the country. The company will use existing marketing products to expand car sales. Carrying about car rental business will be a beneficial way to promote car consumption and the prelude to the family into the family. The importance of after -sales service satisfaction is increasingly enhanced The agents work hard in specialization, multifunctional, and comprehensive, and improving the service system is becoming an important aspect of improving competitiveness. In our country, due to the disorders of traffic flow and serious sales disadvantages in different places, manufacturers lack the strength of Guangjian Auto Parts and Maintenance Stores, causing the splitting of the relationship between pre -sales, medium and after -sales, which affects the overall marketing benefits, reduced the satisfaction of users' satisfaction. Essence But this situation is changing. Peomkong CRM application solution Preidant solution: In the manufacturer and dealers, the unified and shared customer information of the customer information platform is used in the manufacturer and dealers. In the business, the customer information platform is established, and the important customer data is uniformly uniform to facilitate inquiries. For car dealers, Goku CRM unifies customer information on an information platform and query customer information to understand the basic information of customers, such as names, addresses, telephones, etc.; Car purchase information, such as car purchase time, the type of vehicle, the performance, performance, etc.; In the end, you can understand the customer's recent service information, such as the maintenance and maintenance information of the vehicle. and this kind of customer information is dynamic. Through the customer information page, you can query the details of the customer's car purchase, time, the accessories of the purchase, the time of the license plate, etc. Not just static customer files. This is the specific embodiment of CRM's core concept "customer -centric", and it is fully in line with the transformation of car dealers to the "four -in -one" integrated marketing method. For customers such as taxi companies, car dealers are most concerned about the number of taxis, the number of purchases, some models account for the proportion of all vehicles, and so on. These information can be recorded and stored, and important information such as the contact person can be shared within the company. For the sales company of automobile manufacturers, development channels are the most concerned issues. Goku CRM can master all existing channel information and communication records, form a complete record of contact relationships, ensure that information becomes the company's wealth, and will not lose data with the loss of personnel. It, for some manufacturers of large, medium -sized passenger cars or luxury cars that "sell for production", the sales process is long and the process is complicated. The key information will be recorded, which will greatly improve the efficiency of manufacturers in procurement, inventory, and distribution. The target market has personalized market demand . As mentioned earlier, the customer group faced by dealers is usually a taxi company, industry customers and personal car users purchased by the group. The purchase habits and value orientation of each target market are different, for example: taxi companies may require a fixed configuration, such as the same color, unified vehicle equipment, uniformly transforming the gas fuel system; For customers, although the dealer is signed with user companies, more purchase behaviors are generated between corporate employees and dealers. Due to the nature of the company, most employees of these enterprises have high salary income, and they also The characteristics of strong loan ability and good personal credit, so these customers will have high requirements for the equipment for the purchase of private cars, and they have characteristics in the purchase behavior. And the source is wide, it is generally difficult to show the same consumption characteristics in one or several aspects, but for the overall consumer group, on the basis of a certain amount, what characteristics that can always be analyzed are consumption of consumption. What kind of marketing strategies are attracting consumers' attention and what kind of marketing strategies are more attractive, and dealers or manufacturers can make adjustments accordingly. The Goku CRM system has a flexible custom function, which can fully meet customers from a variety of latitudes, and define different attributes on different types of customers for information collection. This information has also become the basis for data analysis and mining. Mukong CRM system provides powerful data analysis and mining tools, which can help enterprises subdivide market segments such as customer categories, industries, regions, occupations, income and other conditions. , Digging new sales opportunities for enterprises; records from a large number of customers' communication records, find changes in different market demand, develop products that are more suitable for market demand for manufacturers, and provide scientific quantitative guidance basis; through service statistics on market segments, Analyze the satisfaction and complaint rate of different customer groups for different service categories, so that enterprises can provide personalized services for customers targeted. In the new economy era, the Goku CRM system can help the historic automobile industry to comprehensively improve the rapid response and profitability of the market, and continue to keep the enterprise strong vitality. The individual after -sales service for different customers The service stations in the automotive industry are very distinctive. Because there are multiple service stations in a region, users can choose any service station to receive services. The current main problem is each of each. The customer database and service standards of the service station are not uniform. For example: Customers have accepted it once or several times at the service station in the A service station. One month later, the customer may choose the B service station request service, but the customer database of the B service station does not have the information It does not give the customer the offer that the customer should be handled as the first request for the service. At this time, the customer will not impress the overall impression of the service, which is not conducive to establishing a good service brand. The Goku CRM system provides a shared customer information library to help establish a standard after -sales service system. Plugen CRM system, enable each service station to share a complete set of customer information to help form a comprehensive after -sales service standard. If the customer goes to any service station to request the service, the service station will immediately call out the customer's service record. The previous service may be processed by other service stations. According to the record, the customer provides corresponding services. The customer feels that the service is like the service, just like it is in Bank access to money is as convenient, which can greatly improve customer satisfaction. It, such information records can gradually form a knowledge base for car services and maintenance. Even new employees can quickly query the solution to common problems to reduce the difficulty of training. The second phase scheme: The data processing platform of the manufacturer and dealers realizes the unified information processing platform in real time The automotive sales industry to widely adopt the characteristics of the agency distribution system. The goal of the "community of interests" must not only solve the problem of customer information management of manufacturers or agents itself, but also to allow manufacturers and agents to reach a platform for information interaction to achieve real -time information transmission. For example: the supervision of the manufacturer's supervision of various sales outlets may be completed through the branches of various places, and the manufacturer has a set of information management systems (more in the form of electronic meters). Customer information; Management of sales terminals like end users, manufacturers are also managed through branches, and manufacturers cannot fully master the latest user information; each service station has its own customer management system and business processing measures; each sales outlets master the final finals with the final event. Users' information; almost all of the business processing processes of manufacturers, branches, sales outlets, and service stations are carried out independently. It the information of the funds of manufacturers and outlets needs to be submitted to the branches of the manufacturer in a timely manner, otherwise it will affect the time and quantity of the car lifting of the outlets; Emergency allocation from other library houses; spare parts of each service station are required to provide them in time to branches, and branches are required to be reserved from the headquarters as required; branches need to master the service stations to customer service processing, as well as customer complaints and other services on service stations and other services. Mastering satisfaction; manufacturers rarely directly control the development of this kind of information to solve the scattered and repeated management of this kind of information. In the face of this situation, the Goku CRM system provides information processing platforms for automotive dealers and manufacturers, respectively. Based on (first phase of planning), the data of dealers and manufacturers interact with the data, and then comprehensively integrate the multi -links of car sales and multi -branch business information. Mukong CRM systems establish a unified business processing platform at the same time. Manufacturers can understand the business situation of branches; branches supervise the planning and implementation of each sales outlet; each sales outlet can directly order orders to the manufacturer's branches on the system, thereby shortening the sales cycle; various service stations record service processing conditions record records And share, can share the knowledge base of maintenance services, and laid the foundation for customers to provide integrated services. This solutions ensure the smooth flow of capital and logistics, and integrate multiple business processes of manufacturers and dealers. The manufacturers, outlets, and service stations and other businesses operate in the system at the same time, and the powerful information transmission function provided by the system allows each business to effectively connect. Ensure the timely repayment, the smooth progress of reserve, spare parts and supply, statistical analysis of customer service, accurate feedback of customer needs, and comprehensive marketization of production and development. The management mode of CRM technology solution across the region 1. System technology introduction The reason why Goku CRM can provide a multi -enterprise solution for the automotive industry. The B/s infrastructure is inseparable. The client does not need to perform any installation work to access the server through the browser, so as to achieve the purpose of the product application, the installation, maintenance and upgrade of Goku CRM system. Low is low. When the system is expanded, the software and hardware environment of the server only needs to be upgraded to improve the operating efficiency of the entire system. The sales outlets in the automotive industry are widely distributed, business personnel are frequently traveling, and there are many problems in management. For example: the head office cannot always understand the business progress of various places, it is difficult to master the task completion of the employees outside the country, all places in various places The summary of the business requires a long time, and the problems that occur in sales, markets, and services in various places cannot be understood and resolved in time, and document queries in related businesses are difficult. To this end, Goku CRM system uses the Internet to provide cross -regional management models to help customers solve the problem of real -time and effective information. Since the system adopts the international advanced B/S mainstream technology, in order to solve the problem of cross -regional management of the automotive industry, the Goku CRM system is installed on the existing hosting server of the enterprise, and the branch of the enterprise and the branch of the enterprise Employees can not be subject to regional restrictions, and reflect the development of the business in real time on the system, so that the management of the enterprise can view the business progress of various places at any time.
Hello, Zhanhua CRM is centered on customers and the project as the main line. Sales personnel's negotiation progress, order contracts, and repayments are the main contents of sales to prevent customers from loss of loss, specialization of sales, and greatly enhance performance.
In the past few years, we have seen that customer relationship management (CRM) is popular at a rapid rate in China. CRM emphasizes the management method of "customer -centric" to put customers, not products, and in the center of improving the competitiveness of enterprises. This idea is very suitable Essence At present, Goku CRM has many customers in the Chinese market, and is the most widely used CRM software supplier in the industry and partners.
. After more than ten years of development, the automotive industry is gradually moving from the state of chaos to standardized management. From the "small and full" to the scale economy, the main target market of automobile sales is also turning to the private car market and loan car purchase market. Essence The changes in the market environment and the challenges that the automotive industry will face after the Chinese entry into the WTO requires the front -end management level of the automotive industry must be greatly improved in the short term. The concept and application of customer relationship management are precisely the needs of the automotive industry. For Goku CRM, this not only laid the application foundation among the sales companies and car dealers of many automobile manufacturers, but also promoted us to continuously consider the characteristics and development trends of customer relationship management in the automotive industry.
The industry background
The development of the automotive industry is undergoing a major turning point. In the past, the production scale of the automotive industry was the decisive factor that determined the competitiveness of the enterprise. As the most typical large -scale economy industry, the high investment and high output characteristics of the automotive industry must cross the threshold of the scale as soon as possible as soon as possible. In order to ensure the investment capacity of development capabilities, we can first occupy the priority of procurement in the international market, thereby reducing costs and further expanding its strength. Therefore, the expansion of production and improving production efficiency has always been the main concern of the automotive industry.
The competition in the automotive industry is gradually shifting from the "product -centric" model to the "customer -centric" model. The so -called "customer -centric" management model is the most important core resource of customer resources as an enterprise. The core of customer relationship management is customer value management. It divides the customer value into the factor value, potential value and model value. By meeting customer personalization needs, increasing customer loyalty and preservation rate, realizing shortening sales cycles, reducing sales costs, increasing income, and expanding the market, thereby comprehensively improving the profitability and competitiveness of enterprises. While providing full business management from market management to customer service and care, in -depth analysis of customer purchase behavior and value orientation, for enterprises to dig new sales opportunities, and provide scientific and quantitative guidance basis for future product development directions. Make companies maintain their development capabilities in a rapidly changing market environment. Reflected in my country's front -end management of the automotive industry, the following characteristics are presented:
In the integration of existing sales channels, more detailed management of sales costs and increasing the success rate of scale sales; Groups to meet the different needs of various customers, "one -to -one marketing" has become the development trend of automobile sales; forming a marketing service system that sells, services, and maintenance around customers, and realizes sales with international traffic as soon as possible In connection with the service model; the customer satisfaction of enhanced after -sales service will become an important aspect of the expansion of automobile distribution outlets.
If information sharing is the main purpose of integrating the existing sales channels
marketing is the key to the development of the automotive industry. In the case of maturity in my country's automotive industry, the agency distribution system is undoubtedly an organizational circulation and marketing method that is more suitable for this requirement. my country's automobile sales model now mainly adopts the method of regional limited agents, that is, each of which is limited to more than a dozen companies to establish sales outlets. These sales outlets are usually directly facing the final consumers. From the sales of the entire automotive industry, such a system includes:
For car dealers, there must be a variety of complex final consumer customer groups, including private buyers , Buyers of the same unit (large customer), taxi companies and other customer categories and information;
For the sales company of automobile manufacturers, management outlets are the most important in managing existing sales and ensuring sales performance. aspect.
Due to the sales characteristics of the automotive industry, for automotive dealers, it is able to report the car purchase plan in time and understand that information such as car conditions will help promote the sales of end users; and the sales company of automobile companies will come Said to understand the sales of dealers in a timely manner, it is very important to summarize sales information. Moreover, the policy of buyers such as installment payment, old car replacement, and financial leasing requires the close cooperation between the two to complete the two. The demand for information sharing is very urgent.
The auto sales company is also trying such a system, and some of the operations are also relatively good and achieved good results. However, from the perspective of many companies in my country, due to the more problems left in the planned economic model, the automobiles are issued by the car to the factory. The channels are difficult to control. There are no shortage of "dark box operations". Sometimes the purchase price of senior agents is even higher than the low -level agent. It is difficult to operate product sales according to the established framework. This makes the sales network chaotic.
The agent enterprises and manufacturers in international companies have truly achieved the "community of interests". In the settlement and price adjustment of production enterprises, it is as good as possible to the circulation enterprises as possible, while circulating enterprises will strive to improve the circulation facilities and provide efficiency guarantees in pre -sales, mid -sales, and after -sales service, and vigorously consolidate the market for manufacturers and open up the market. To achieve this effect, timely information transmission is essential. And this kind of information transmission is not a simple form of daily newspapers, weekly newspapers, and monthly newspapers, but in real -time and accurate information sharing.
As the accumulation of data is continuously deepened, information sharing becomes a reality, we can expect that future automotive industry sales will enter the level of data mining on the basis of digital management, and for the design, manufacturing, and sales of automobiles. The factual foundation of analyzing and decision -making in various aspects of service is wealth. In the modern industrial industry such as high investment and high output in the automotive industry, it will be more obvious.
The marketing service system of "four -in -one" is becoming the main competitive model of Chinese car sales
It in today's Chinese car sales model, mainly: vehicle sales, accessories sales, after -sales service, information, information, information, information There are two types of "four -in -one" specialty stores and car tangible trading markets composed of feedback. Most of the experts believe that the "four -in -one" automotive store -style sales model will become the leader of China's car sales model in the future. For example, Xi'an's "four -in -one" specialty store represented by brands such as Biec, Honda, Fengshen, etc., has occupied a lot of share in the car sales market in Xi'an. This model is also the business model of a brand specialty store. At present, a certain "four -in -one" automobile sales network with domestic joint venture manufacturers is a greater advantage in competing with foreign brands such as GM, Volkswagen, Honda and other foreign manufacturers who have not yet entered China. Compared with the past, the Chinese car sales market is more concerned about the cost -effective comparison brand of car consumer consumer groups in the past. Realize scale sales.
After the unification of the brand and price, the main competitive advantage of automobile distribution has shifted to the establishment of the marketing service system. Simple price reduction, or buying a car and sending a computer, sending decoration, etc. are low -level sales methods. Only in the short term to maintain market share and establish a mature, perfect, and reliable marketing network is the key to responding to market competition. Industry insiders believe that the price war is the characteristic of China's car development at this stage, and the price reduction is not the only magic weapon for the enterprise. Through continuous improvement of products and service quality, enterprises will gradually establish a brand. Brands will be a high -level means of competition in enterprises. Only when the product is recognized by consumers can we form a market pattern that is mainly based on "brand" competition and "price" competition. Information feedback is to create new sales methods through market information. For example: Shenlong Company and the well -known American car rental company established a joint venture to establish an enterprise, so that the cars they produced were carried out car rental business across the country. The company will use existing marketing products to expand car sales. Carrying about car rental business will be a beneficial way to promote car consumption and the prelude to the family into the family.
The importance of after -sales service satisfaction is increasingly enhanced
The agents work hard in specialization, multifunctional, and comprehensive, and improving the service system is becoming an important aspect of improving competitiveness. In our country, due to the disorders of traffic flow and serious sales disadvantages in different places, manufacturers lack the strength of Guangjian Auto Parts and Maintenance Stores, causing the splitting of the relationship between pre -sales, medium and after -sales, which affects the overall marketing benefits, reduced the satisfaction of users' satisfaction. Essence But this situation is changing.
Peomkong CRM application solution
Preidant solution: In the manufacturer and dealers, the unified and shared customer information of the customer information platform is used in the manufacturer and dealers. In the business, the customer information platform is established, and the important customer data is uniformly uniform to facilitate inquiries.
For car dealers, Goku CRM unifies customer information on an information platform and query customer information to understand the basic information of customers, such as names, addresses, telephones, etc.; Car purchase information, such as car purchase time, the type of vehicle, the performance, performance, etc.; In the end, you can understand the customer's recent service information, such as the maintenance and maintenance information of the vehicle.
and this kind of customer information is dynamic. Through the customer information page, you can query the details of the customer's car purchase, time, the accessories of the purchase, the time of the license plate, etc. Not just static customer files. This is the specific embodiment of CRM's core concept "customer -centric", and it is fully in line with the transformation of car dealers to the "four -in -one" integrated marketing method.
For customers such as taxi companies, car dealers are most concerned about the number of taxis, the number of purchases, some models account for the proportion of all vehicles, and so on. These information can be recorded and stored, and important information such as the contact person can be shared within the company.
For the sales company of automobile manufacturers, development channels are the most concerned issues. Goku CRM can master all existing channel information and communication records, form a complete record of contact relationships, ensure that information becomes the company's wealth, and will not lose data with the loss of personnel.
It, for some manufacturers of large, medium -sized passenger cars or luxury cars that "sell for production", the sales process is long and the process is complicated. The key information will be recorded, which will greatly improve the efficiency of manufacturers in procurement, inventory, and distribution.
The target market has personalized market demand
. As mentioned earlier, the customer group faced by dealers is usually a taxi company, industry customers and personal car users purchased by the group. The purchase habits and value orientation of each target market are different, for example: taxi companies may require a fixed configuration, such as the same color, unified vehicle equipment, uniformly transforming the gas fuel system; For customers, although the dealer is signed with user companies, more purchase behaviors are generated between corporate employees and dealers. Due to the nature of the company, most employees of these enterprises have high salary income, and they also The characteristics of strong loan ability and good personal credit, so these customers will have high requirements for the equipment for the purchase of private cars, and they have characteristics in the purchase behavior. And the source is wide, it is generally difficult to show the same consumption characteristics in one or several aspects, but for the overall consumer group, on the basis of a certain amount, what characteristics that can always be analyzed are consumption of consumption. What kind of marketing strategies are attracting consumers' attention and what kind of marketing strategies are more attractive, and dealers or manufacturers can make adjustments accordingly. The Goku CRM system has a flexible custom function, which can fully meet customers from a variety of latitudes, and define different attributes on different types of customers for information collection. This information has also become the basis for data analysis and mining.
Mukong CRM system provides powerful data analysis and mining tools, which can help enterprises subdivide market segments such as customer categories, industries, regions, occupations, income and other conditions. , Digging new sales opportunities for enterprises; records from a large number of customers' communication records, find changes in different market demand, develop products that are more suitable for market demand for manufacturers, and provide scientific quantitative guidance basis; through service statistics on market segments, Analyze the satisfaction and complaint rate of different customer groups for different service categories, so that enterprises can provide personalized services for customers targeted. In the new economy era, the Goku CRM system can help the historic automobile industry to comprehensively improve the rapid response and profitability of the market, and continue to keep the enterprise strong vitality.
The individual after -sales service for different customers
The service stations in the automotive industry are very distinctive. Because there are multiple service stations in a region, users can choose any service station to receive services. The current main problem is each of each. The customer database and service standards of the service station are not uniform. For example: Customers have accepted it once or several times at the service station in the A service station. One month later, the customer may choose the B service station request service, but the customer database of the B service station does not have the information It does not give the customer the offer that the customer should be handled as the first request for the service. At this time, the customer will not impress the overall impression of the service, which is not conducive to establishing a good service brand. The Goku CRM system provides a shared customer information library to help establish a standard after -sales service system.
Plugen CRM system, enable each service station to share a complete set of customer information to help form a comprehensive after -sales service standard. If the customer goes to any service station to request the service, the service station will immediately call out the customer's service record. The previous service may be processed by other service stations. According to the record, the customer provides corresponding services. The customer feels that the service is like the service, just like it is in Bank access to money is as convenient, which can greatly improve customer satisfaction.
It, such information records can gradually form a knowledge base for car services and maintenance. Even new employees can quickly query the solution to common problems to reduce the difficulty of training.
The second phase scheme: The data processing platform of the manufacturer and dealers realizes the unified information processing platform in real time
The automotive sales industry to widely adopt the characteristics of the agency distribution system. The goal of the "community of interests" must not only solve the problem of customer information management of manufacturers or agents itself, but also to allow manufacturers and agents to reach a platform for information interaction to achieve real -time information transmission.
For example: the supervision of the manufacturer's supervision of various sales outlets may be completed through the branches of various places, and the manufacturer has a set of information management systems (more in the form of electronic meters). Customer information; Management of sales terminals like end users, manufacturers are also managed through branches, and manufacturers cannot fully master the latest user information; each service station has its own customer management system and business processing measures; each sales outlets master the final finals with the final event. Users' information; almost all of the business processing processes of manufacturers, branches, sales outlets, and service stations are carried out independently.
It the information of the funds of manufacturers and outlets needs to be submitted to the branches of the manufacturer in a timely manner, otherwise it will affect the time and quantity of the car lifting of the outlets; Emergency allocation from other library houses; spare parts of each service station are required to provide them in time to branches, and branches are required to be reserved from the headquarters as required; branches need to master the service stations to customer service processing, as well as customer complaints and other services on service stations and other services. Mastering satisfaction; manufacturers rarely directly control the development of this kind of information to solve the scattered and repeated management of this kind of information. In the face of this situation, the Goku CRM system provides information processing platforms for automotive dealers and manufacturers, respectively. Based on (first phase of planning), the data of dealers and manufacturers interact with the data, and then comprehensively integrate the multi -links of car sales and multi -branch business information.
Mukong CRM systems establish a unified business processing platform at the same time. Manufacturers can understand the business situation of branches; branches supervise the planning and implementation of each sales outlet; each sales outlet can directly order orders to the manufacturer's branches on the system, thereby shortening the sales cycle; various service stations record service processing conditions record records And share, can share the knowledge base of maintenance services, and laid the foundation for customers to provide integrated services.
This solutions ensure the smooth flow of capital and logistics, and integrate multiple business processes of manufacturers and dealers. The manufacturers, outlets, and service stations and other businesses operate in the system at the same time, and the powerful information transmission function provided by the system allows each business to effectively connect. Ensure the timely repayment, the smooth progress of reserve, spare parts and supply, statistical analysis of customer service, accurate feedback of customer needs, and comprehensive marketization of production and development.
The management mode of CRM technology solution across the region
1. System technology introduction
The reason why Goku CRM can provide a multi -enterprise solution for the automotive industry. The B/s infrastructure is inseparable. The client does not need to perform any installation work to access the server through the browser, so as to achieve the purpose of the product application, the installation, maintenance and upgrade of Goku CRM system. Low is low. When the system is expanded, the software and hardware environment of the server only needs to be upgraded to improve the operating efficiency of the entire system.
The sales outlets in the automotive industry are widely distributed, business personnel are frequently traveling, and there are many problems in management. For example: the head office cannot always understand the business progress of various places, it is difficult to master the task completion of the employees outside the country, all places in various places The summary of the business requires a long time, and the problems that occur in sales, markets, and services in various places cannot be understood and resolved in time, and document queries in related businesses are difficult. To this end, Goku CRM system uses the Internet to provide cross -regional management models to help customers solve the problem of real -time and effective information.
Since the system adopts the international advanced B/S mainstream technology, in order to solve the problem of cross -regional management of the automotive industry, the Goku CRM system is installed on the existing hosting server of the enterprise, and the branch of the enterprise and the branch of the enterprise Employees can not be subject to regional restrictions, and reflect the development of the business in real time on the system, so that the management of the enterprise can view the business progress of various places at any time.