Maruti Suzuki is the largest car manufacturer in India, established in 1981 through a joint venture with Suzuki. It aims to modernize the Indian automobile industry and produce fuel-efficient and affordable vehicles for economic growth. Maruti Suzuki dominates the Indian market and has various customer relationship management strategies like customer service centers, roadside assistance, financing options, and social initiatives to build loyalty and retain customers.

1. PRESENTATION ON CRM OF MARUTI SUZUKI PRESENTED BY RAJDEEP SHARMA VIKAS KUMAR SINGH KUMAR ANAD ATUL NAGAR

2. Introduction Established in 1981. Joint venture agreement with Suzuki. Maruti is the highest volume car manufacturer.

3. OBJECTIVES Modernization of the Indian Automobile Industry. Production of fuel-efficient vehicles to conserve scarce resources. Production of large number of motor vehicles which was necessary for economic growth

4. Segment and Brand Product Four Wheelers Maruti 800 Maruti Alto MarutiBaleno MarutiEsteem Maruti Gypsy King Maruti Omni Maruti Suzuki SX4 Maruti Swift Maruti Versa MarutiKazasi

5. MAJOR COMPETITORS Hyundai Motor India Limited Tata Motors Mahindra & Mahindra Toyota Ford Mitsubishi GM

6. Maruti and CRM Maruti created a land-mark in CRM. Maruti is investing a lot of money and effort in building customer loyalty programs.

7. Maruti True Value Out let Marutihas aided customers by providing them the facility to bring their vehicle to a 'Maruti True Value' outlet and exchange it for a new car, by paying the difference. They are offered loyalty discounts in return. This helps them retain the customer.

8. Maruti Call Center Maruti has proper customer complain handling cell under the CRM dept. The CIC will help MUL rapidly build an information pool of over 3 million Maruti owners as well as that of its prospective.

9. Marution Road Services Round-the-clock services in most of the cities. A computerized call-monitoring system dispatches a mobile MOS Vento the customer at the earliest.

10. Market Research Department Their Market Research department remains on its toes to study the changing consumer behavior and market needs. Maruti enjoys 70%repeat buyers which further bolsters their claim of being customer friendly

11. Availability of easy finance Maruti has also made the customer experience hassle free and helped building customer satisfaction by developing different revenue streams in the form of Maruti Insurance and Maruti finance .

12. Other advantages: which help in CRM A Buying Experience Like No Other : Maruti Suzuki has a sales network of 307 state-of –the art show rooms across 189 cities, with a workforce of over 6000 trained sales personnel to guide MUL customers in finding the right car.

13. Quality Service Across 1036 Cities In the J.D. Power CSI Study Maruti Suzuki scored the highest across all 7 parameters: 1.least problems experienced with vehicle serviced. 2.highest service quality. 3. best in-service experience.

14. 4.best service delivery. 5.best service advisor experience. 6. most user-friendly service and, 7.best service initiation experience.

15. One Stop Shop At Maruti Suzuki, customers will find all car related needs met under one roof. Whether it is easy finance, insurance, fleet management services, exchange - MarutiSuzuki is set to provide a single-window solution for all car related needs.

16. The Low Cost Maintenance Advantage The acquisition cost is unfortunately not the only cost customers face when buying a car. Not so in the case of a Maruti Suzuki. It is in the economy segment that the affordability of spares is most competitive, and it is here where Maruti Suzuki shines.

17. Lowest Cost of Ownership The highest satisfaction ratings with regard to cost of ownership among all models are all MarutiSuzuki vehicles: Zen, Wagon R, Esteem, Maruti 800, Alto and Omni.

18. CRM Through Social Relationship In 1999 Launch of Maruti– Suzuki innovative traffic beat in Delhi and Chennai as social initiatives. Maruti Driving School-Available in all major cities. Lady trainer for lady customer. All these CRM strategies have helped MUL maintain its existing customers and generate new ones.