With the rapid development of E-commerce,car industry customer relationship management is emerging and developing in such an environment. It has gradually become the links between automobile enterprises and customers, brought a comprehensive upgrade of auto enterprise profitability and competitiveness, and will bring about greater profits for the auto industry. It also will continue to provide more personalized service of the customers, and enhance customer loyalty.
This thesis mainly analyzes the correlative problems in CRM auto industry under E-commerce. Firstly, the paper introduces the advantages and status quo of CRM auto industry under E-commerce. Secondly, this thesis analyzes problems to solve the problems analyzed in the third parts in CRM auto industry under E-commerce; then according to the status quo of CRM auto industry under E-commerce, some solutions to the problems are presented. The paper illustrates “Client First, Service Most”- orientation system, and takes “FAW VOLKSWAGE” to illustrate my views with more details, and chooses mySAP CRM software. Finally; the paper holds that the development of CRM auto industry under E-commerce will have a promising future.
【Key Words】E-commerce; Customer Relationship Management (CRM);
Auto Industry