25年WP汽车服务工程-哈尔滨利星奔驰4S店客户关系管理研究-15.210-18293.docx

IIAbstractThe current automotive industry is becoming increasingly competitive, much like the battlefield with smoke and fire. When consumers are buying a car, they face a wide array of brands and models in the market, offering them ample choice. At the same time, their expectations and demands for the car purchase process and subsequent service experience are constantly rising. In this context, customer relationship management has become a core element for...