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客户关系管理、售后服务管理目 前正在成为热点话题。各个行业都正 在意图从建立良好的客户服务体系中 寻求到新的利润增长点。 例如在房地产行业中,客户服务 好则物业保值增值。则房地产投资 增值效益明显,则客户满意度高口 碑好,则开发商楼盘抢手且附加值 高;又如在汽车行业中,随着产品和 营销竞争的不断加剧,单靠卖车修 车已经很难使汽车销售服务店获得 更多收益,甚至很难维持生存,因此 只有建立起全方位的服务体系．建 立起多元化的盈利模式,才能实现 其可持续发展。 由此可见,客户服务不可小觑!
Customer relationship management, after-sales service management is currently becoming a hot topic. Various industries are trying to find a new profit growth point from the establishment of a good customer service system. For example, in the real estate industry, good customer service is the value of the property. Then the value-added real estate investment benefit is obvious, the high customer satisfaction, good reputation, the developer of real estate and sought-after high value-added; Another example in the automotive industry, with the continuous intensification of product and marketing competition, car repair alone Difficult to auto sales service shop to get more benefits, and even difficult to survive, so only to establish a full range of service system. To establish a diversified profit model, in order to achieve its sustainable development. This shows that customer service can not be underestimated!