CUSTOMER LIFE CYCLE MANAGEMENT OF CAR DEALERS USING INNOVATIVE IT PLATFORMS

Abstract

The system of standards used in dealerships for the sale and maintenance of cars is con-sidered. The procedures of the company's interaction with customers at the stage of sale and after-sales service are investigated. Recommendations on the implementation of the process approach in the quality man-agement system of the enterprise, taking into account modern conditions, are given. The possibility of import substitution of soft-ware products for customer service support is considered. It is shown that the introduc-tion of a process approach in the manage-ment of car sales and after-sales service allows you to automate the process of inter-action between the manager and the client, reduce the number of errors in the work and, as a result, improve the quality of customer service.