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The study has been built based on the passion of having better personalized service in Vietnam market as general. The author has chosen automobile industry as her passion for car and racing have been determined since she was little. She can't race but write and contribute the CRM knowledge to the automobile industry. This book is the first publishing work and Quynh would like to dedicate this accomplishment to her dearest parents who give her the life that she wishes to live and enjoy. She sincerely feel very thankful to Professor Philip Taylor of Wesleyan College and Professor MengKuan Lai National ChengKung University. These two respected professors have guided her on the intellectual adventure. Her brother Nguyen, best friend Thu Giang and all other beloved friends have given her the courage on finishing this academic task with harmony and honor. Quynh wishes to exchange information on CRM via le.tuyetquynh@gmail.com