Group 12 crm (maruti suzuki)


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Group 12 crm (maruti suzuki)

  1. 2. Company Introduction MS Auto’s Objectives CRM Practices Types Of CRM CRM Station
  2. 3. <ul><li>Maruti Udyog Ltd was estd. in 1981 </li></ul><ul><li>Joint venture agreement with Suzuki Motor in 1983 </li></ul><ul><li>18.28% of the company was owned by the Indian government, and 54.2% by Suzuki of Japan. </li></ul><ul><li>The Indian government held an initial public offering of 25% of the company in June 2003. As of 10 May 2007, Govt. of India sold its complete share to Indian financial institutions. </li></ul><ul><li>Customer satisfaction among all car makers in India for ten years in a row in annual survey by J D Power Asia Pacific. </li></ul>
  3. 4. <ul><li>  OBJECTIVES </li></ul><ul><li>  </li></ul><ul><li>Modernization of the Indian Automobile Industry. </li></ul><ul><li>Production of fuel-efficient vehicles to conserve scarce resources. </li></ul><ul><li>  </li></ul>
  4. 5. <ul><li>Maruti 800 </li></ul><ul><li>Maruti Alto </li></ul><ul><li>Maruti Grand Vitara XL-7 </li></ul><ul><li>Maruti Gypsy King </li></ul><ul><li>Maruti Omni </li></ul><ul><li>Maruti Suzuki SX4 </li></ul><ul><li>Maruti Swift </li></ul><ul><li>Maruti Versa </li></ul><ul><li>Maruti Vitara </li></ul><ul><li>Maruti Wagon-R </li></ul><ul><li>Maruti Zen </li></ul><ul><li>  </li></ul><ul><li>  </li></ul>
  5. 7. <ul><li>Maruti created a land-mark in CRM by launching a website for the customers in the year 1998 </li></ul><ul><li>Maruti is investing a lot of money and effort in building customer loyalty programmes </li></ul><ul><li>Maruti Auto Card </li></ul>
  6. 8. Availability of easy finance True Value Outlet On Road Service
  7. 9. <ul><li>Market Research Department </li></ul><ul><li>Their Market Research department remains on its toes to study the changing consumer behaviour and market needs. Maruti enjoys 70%repeat buyers which further bolsters their claim of being customer friendly </li></ul>Maruti has proper customer complain handling cell under the CRM dept. The CIC will help MSL rapidly build an information pool of over 3 million Maruti owners as well as that of its prospective customers Maruti Call Center
  8. 10. Mega Camps Sports Events
  9. 11. Analytical CRM
  10. 12. Operational CRM
  11. 13. Sales Intelligence CRM Collaborative CRM
  12. 14. <ul><li>A Buying Experience Like No Other </li></ul><ul><li>Maruti Suzuki has a sales network of 307 state-of -the-art showrooms across 189 cities, with a workforce of over 6000 trained sales personnel to guide MUL customers in finding the right car. </li></ul><ul><li>Quality Service Across 1036 Cities </li></ul><ul><li>In the J.D. Power CSI Study Maruti Suzuki scored the highest across all 7 parameters: </li></ul><ul><li>1.least problems experienced with vehicle serviced, </li></ul><ul><li>2.highest service quality, </li></ul><ul><li>3. best in-service experience, </li></ul>
  13. 15. <ul><li> service delivery, </li></ul><ul><li> service advisor experience, </li></ul><ul><li>6. most user-friendly service and </li></ul><ul><li> service initiation experience. </li></ul><ul><li>92% of Maruti Suzuki owners feel that work gets done right the first time during service. The J.D. Power CSI study also reveals that 97% of Maruti Suzuki owners would probably recommend the same make of vehicle, while 90% owners would probably repurchase the same make of vehicle. </li></ul>
  14. 17. <ul><li>One Stop Shop </li></ul><ul><li>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. </li></ul><ul><li>The Low Cost Maintenance Advant </li></ul><ul><li>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. </li></ul><ul><li>Lowest Cost of Ownership </li></ul><ul><li>The highest satisfaction ratings with regard to cost of ownership among all models are all Maruti Suzuki vehicles: Zen, Wagon R, Esteem, Maruti 800, Alto and Omni. </li></ul>
  15. 18. <ul><li>In 1999 Launch of Maruti - Suzuki innovative traffic beat in Delhi and Chennai as social initiatives. </li></ul><ul><li>Maruti Driving School-Available in all major cities. Lady trainer for lady customer. </li></ul><ul><li>Institute of Driving Training and Research. </li></ul>
  16. 19. ENQUIRY BOOKING DELIVERY AFTER SALES SERVICE Reminder Call Positive/Negative Water/ Professional Positive/Negative Water Juice Tea & Biscuit Snacks Friendly Flowers Chocolates Ganesh Ji Positive/Negative Water Cold Drink Tea & Biscuit Friendly Station 1 Station 2 Station 3 Station 4 Positive/Negative Full technical tests Pre Advance -Booking Launch
  17. 20. Ravi Kalra (83) Shiva Kumar (98) Tarun Mishra (110) Vishal Arora (116)