“互联网+”时代“以客户为中心”的投诉管理体系建设研究  

Research on the Construction of“Customer-centered”Complaint Management System in the“Internet+”Era

作　　者：李柳润 LI Liurun(Dongfeng Liuzhou Automobile Co.,Ltd.Liuzhou,Guangxi 515005)

机构地区：[1]东风柳州汽车有限公司,广西柳州515005

出　　处：《中国商论》2022年第2期141-143,共3页China Journal of Commerce

摘　　要：完整规范的客户投诉管理体系可以推动汽车企业快速而稳定的发展,本文从投诉管理组织体系、流程机制、平台支撑、专家队伍四个方面构建“以客户为中心”的投诉管理体系。由汽车企业的售后服务部牵头组织,拉动汽车企业各相关部门联动起来,重点解决客户的痛点,真正体现客户至上,使汽车企业的产品满足市场的需要。A complete and standardized customer complaint management system can promote the rapid and stable development of automobile enterprises.This study constructs a“customer-centered”complaint management system from four aspects of complaint management organization system,process mechanism,platform support and expert team.The after-sales service department of the automobile enterprise takes the lead in organizing,and pulls the relevant departments of the automobile enterprise to link up,focusing on solving the pain points of customers,truly embodying the customer fi rst,and making the products of the automobile enterprise meet the needs of the market.

关 键 词：客户投诉管理体系 客户价值 客户意见 

分 类 号：F279.23[经济管理—企业管理]