Customer Relationship Management of 'Taj Group of Hotel' and 'Maruti Suzuki'.

1. Introduction
 Customer Relationship Management
is that it's a strategy used to learn
more about customers' needs and
behaviors in order to develop stronger
business relationships with them.
 After all, good customer relationships
are the heart of any business success.

2. Concept
 It’s a well known fact that business can’t
exist without customers.
 In the business, it’s important to work
closely with your customers to make sure
your business is for them and meet their
requirements.
 Because it’s critical that you form a close
working relationship with your client,
customer service is of vital importance.

3.  Make your customers feel valued.
 Customer Relationship Management
is combination of people, processes
and technology that seeks to
understand a company’s customer

4. Advantages of CRM
 Connect with Customers
 Grow Efficiently
 Discover New Insights from Business Data
 Do Business Anywhere
 safeguarding Business

5. Challenges of CRM
 Convincing Your People to Change
 Getting Approval from Management
 Handling Data Security
 Leaving Favored Programs and Software
Behind
 Dealing with the Time and Cost of CRM
Implementation
 Trusting the Technology

6. CRM in TAJ Group of Hotel
 Pre-Arrival
- Reservations
- Airport pick-up
 Arrival
- Welcome at the lobby
- Royal welcome for groups
- ATG (Aarti, Tiki, Garlanding)
- Welcome drinks

7.  Check-In
- Welcome letter
- Room orientation
 Experience during Stay
- Heritage walk
- Special occasion celebration
- City tour by vintage car
- Cultural music and dance
- Unique dinner experience
- Other facilities
 Check Out
- Feedback form

8. CRM Activities in TAJ Group of
Hotel
 Guest Preference Sheet
 Handling complaints
 Wow card
 GRE (Guest Relationship Executive)
courtesy call
 GSTS (Guest Satisfaction Tracking
System)

9. CRM in Maruti Suzuki
 Servicing customers 24×7
 Key Initiatives
 Setting up Express Service Bays &
Technician Bays
 Mega Camps
 Service at Door Step through Maruti
Mobile Support
 Car Safety device: Immobilizer
 Complete car needs

10. Conclusion
 The Customer Relationship
Management has simplified the
handling of customers in various
industries.
 Therefore, CRM will be the important
and better process for customer
management.

11. Thank You