CRM maruti suzuki


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CRM maruti suzuki

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CRM maruti suzuki

  1. 1. Maruti and CRM  Maruti created a land-mark in CRM.  Maruti is investing a lot of money and effort in building customer loyalty programs.
  2. 2. Maruti True Value Out let Maruti has 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.
  3. 3. 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.
  4. 4. Maruti on 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.
  5. 5. 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
  6. 6. 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 .
  7. 7. 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.
  8. 8. 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 - Maruti Suzuki is set to provide a single-window solution for all car related needs.
  9. 9. 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.
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