The Impacts of Sales Representatives on Customer Relationship Development-The Case of Y Company

Abstract

Nowadays the market is changing quite rapidly and cause the consumer awareness is rising accordingly Customers are the lifeblood which keep an enterprise’s survival Enterprise must do their best to strengthen the relationship with the customers Besides they establish good customer relationships make customers feel very satisfied and hope to retain customers who bring the long-term business Therefore the personal performance of sales representatives their speed of reaction whether they really understand their customers needs and provide the suitable services for them so that the enterprise can maintain good customer relationships and continue to operate for a long time This research uses the relevant literature data to explore how sales representatives carry on the customer relationship development in four directions Separately use customer relationship management relationship marketing sales representatives and customer loyalty to discuss Through making the deeply interviews with the 5 experts and collecting the reasons of questionnaire surveys We know that the sales representatives of the case have professional knowledge with a positive and responsible attitude and is considerate and friendly to treat their customers They are always able to respond quickly to customer needs and are willing to provide the better customized services If an enterprise wants to have a competitive advantage it must view "customer service" as a main product and continuous improvement That will be the possibility to satisfy customers In addition sales respentatives should have professional knowledge to serve their customers They are cautious in their words and are carful for their behavior always protect the interests of the enterprises and establishing a positive image for the enterprise Keyword: Sales Representatives Customer Relationship Management Relationship marketing Customer Loyalty

Date of Award	2021
Original language	English
Supervisor	Shao-Chi Chang (Supervisor)