Presentation on maruti crm

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Presentation on maruti crm

  1. 1. PRESENTATION ON CRM OF MARUTI SUZUKI<br />PRESENTED BY<br />RAJDEEP SHARMA<br />VIKAS KUMAR SINGH<br />KUMAR ANAD<br />ATUL NAGAR<br />
  2. 2. Introduction<br />Established in 1981.<br />Joint venture agreement with Suzuki.<br />Maruti is the highest volume car manufacturer.<br />
  3. 3. OBJECTIVES<br />Modernization of the Indian Automobile Industry.<br />Production of fuel-efficient vehicles to conserve scarce resources.<br />Production of large number of motor vehicles which was necessary for economic growth<br />
  4. 4. Segment and Brand<br />Product<br />Four Wheelers<br />Maruti 800<br />Maruti Alto<br />MarutiBaleno<br />MarutiEsteem<br />Maruti Gypsy King<br />Maruti Omni<br />Maruti Suzuki SX4<br />Maruti Swift<br />Maruti Versa<br />MarutiKazasi<br />
  5. 5. MAJOR COMPETITORS<br />Hyundai Motor India Limited<br />Tata Motors<br />Mahindra & Mahindra<br />Toyota<br />Ford<br />Mitsubishi<br />GM<br />
  6. 6. Maruti and CRM<br />Maruti created a land-mark in CRM.<br />Maruti is investing a lot of money and effort in building customer loyalty programs.<br />
  7. 7. Maruti True Value Out let<br />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.<br />
  8. 8. Maruti Call Center<br />Maruti has proper customer complain<br />handling cell under the CRM dept. The<br />CIC will help MUL rapidly build an<br />information pool of over 3 million Maruti<br />owners as well as that of its prospective.<br />
  9. 9. Marution Road Services<br />Round-the-clock services in most of the cities.<br />A computerized call-monitoring system dispatches a mobile MOS Vento the customer at the earliest.<br />
  10. 10. Market Research Department<br />Their Market Research department remains on its toes to study the changing consumer behavior and market needs.<br />Maruti enjoys 70%repeat buyers which further bolsters their claim of being customer friendly<br />
  11. 11. Availability of easy finance<br />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 .<br />
  12. 12. Other advantages: which help in CRM<br />A Buying Experience Like No Other :<br />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.<br />
  13. 13. Quality Service Across 1036 Cities<br />In the J.D. Power CSI Study Maruti Suzuki scored the highest across all 7 parameters:<br />1.least problems experienced with vehicle serviced.<br />2.highest service quality.<br />3. best in-service experience.<br />
  14. 14. 4.best service delivery.<br />5.best service advisor experience.<br />6. most user-friendly service and,<br />7.best service initiation experience.<br />
  15. 15. One Stop Shop<br />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.<br />
  16. 16. The Low Cost Maintenance Advantage<br />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.<br />
  17. 17. Lowest Cost of Ownership<br />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.<br />
  18. 18. CRM Through Social Relationship<br />In 1999 Launch of Maruti– Suzuki innovative traffic beat in Delhi and Chennai as social initiatives.<br />Maruti Driving School-Available in all major cities. Lady trainer for lady customer.<br />All these CRM strategies have helped MUL maintain its existing customers and generate new ones.<br />

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