The document provides information about customer relationship management (CRM) in the automobile industry. It discusses the history and characteristics of CRM and its importance for maintaining relationships with customers. It also provides details about Hyundai Motor Company, including its vision, mission, quality policy and the need to study customer relationships to improve customer satisfaction and loyalty. The objectives of the study are to identify customer grievances and needs, and determine suitable promotional strategies. The methodology involves collecting primary data through customer surveys and secondary data from sources like books and magazines.
This presentation provides an overview of Hyundai Ultimate Automobiles Pvt. Ltd., a subsidiary of Hyundai Motor Company in India. It discusses the automobile industry and introduces Hyundai Motor India Limited. It then summarizes Hyundai's current manufacturing products in India and introduces the concept of customer relationship management. The objectives and research methodology of the study on customer relationships is explained. Key findings from the customer survey include that most customers are satisfied with Hyundai's services and ambience, though some find the financial processes complex. In conclusion, the majority of customers are satisfied or highly satisfied with Hyundai's overall service.
project report on mahindra and mahindraamit prasad
The document discusses Yogesh Kumar's project report on his industrial training at Mahindra & Mahindra, which was submitted in partial fulfillment of the requirements for a Bachelor of Technology degree. It includes declarations by Yogesh Kumar and his supervisor, as well as acknowledgements and a table of contents outlining the chapters to be included in the report. The report will cover Yogesh Kumar's experience during his industrial training at Mahindra & Mahindra and analyze various aspects of the company.
The document provides an overview of Adidas' marketing strategy. It discusses Adidas' mission and vision to be the global leader in sports and focus on innovation. It outlines Adidas' business model of streamlining operations and focusing on innovative products. The target market is athletes aged 20-29 and influential consumers aged 14-19. Main competitors are discussed. The marketing mix of product, price, place and promotion is explained, including brand ambassadors, team sponsorships, and the "Impossible is Nothing" campaign. The marketing budget for R&D and overall is also summarized.
Volkswagen is a large German automaker established in 1937. It owns 9 major automotive brands and has production in 62 plants across 21 countries. Volkswagen pursues a strategy of leveraging its scale across brands and through R&D to take advantage of sector dynamics. It has expanded significantly in China through joint ventures and plans to continue its focus on emerging markets for future growth. Volkswagen has acquired brands like Skoda and SEAT to expand its geographic and product reach.
This document provides an overview of Hyundai Motors India Limited (HMIL). It discusses HMIL's profile, history, vision, mission and operations. Some key points:
- HMIL is a wholly owned subsidiary of Hyundai Motor Company of South Korea and is one of the largest car manufacturers in India.
- It was established in 1996 and launched its first car, the Santro, in 1998 which was very successful.
- HMIL's vision is focused on customer satisfaction, technology innovation and contributing to society.
- Its mission is to be a preferred provider of automotive services with a diverse team of professionals.
- It has two manufacturing plants in India and exports cars to
The Financial Analysis Report on Hyundai Motor India Limited (HMIL)Mehul Gondaliya
The document provides a financial analysis report on Hyundai Motor India Limited (HMIL) prepared by a student as part of an MBA program. Some key details:
- The report analyzes HMIL's financial statements including the profit and loss account, balance sheet, cash flow statement, and performs ratio analysis.
- Ratio analysis is conducted on liquidity, leverage, activity, profitability, dividend payout, and DuPont ratios to understand HMIL's financial strength and weaknesses.
- The analysis finds that HMIL has maintained a satisfactory current ratio and favorable quick ratio, indicating strong liquidity. Leverage ratios show HMIL uses less debt than equity in its capital structure.
Honda is a Japanese company founded by Soichiro Honda and Takeo Fujisawa in 1945. It has headquarters in Minato, Tokyo, Japan and originated in Hamamatsu, Japan. Honda has revenue of $128 billion in 2016-2017 and profit of $1.8 billion. Honda manufactures automobiles, motorcycles, power products, and aviation and has used strategic marketing approaches like focusing on factory flexibility, localizing rather than globalizing, establishing a large dealership network, increasing brand visibility through power products, and empowering engineers.
This presentation provides an overview of Hyundai Ultimate Automobiles Pvt. Ltd., a subsidiary of Hyundai Motor Company in India. It discusses the automobile industry and introduces Hyundai Motor India Limited. It then summarizes Hyundai's current manufacturing products in India and introduces the concept of customer relationship management. The objectives and research methodology of the study on customer relationships is explained. Key findings from the customer survey include that most customers are satisfied with Hyundai's services and ambience, though some find the financial processes complex. In conclusion, the majority of customers are satisfied or highly satisfied with Hyundai's overall service.
project report on mahindra and mahindraamit prasad
The document discusses Yogesh Kumar's project report on his industrial training at Mahindra & Mahindra, which was submitted in partial fulfillment of the requirements for a Bachelor of Technology degree. It includes declarations by Yogesh Kumar and his supervisor, as well as acknowledgements and a table of contents outlining the chapters to be included in the report. The report will cover Yogesh Kumar's experience during his industrial training at Mahindra & Mahindra and analyze various aspects of the company.
The document provides an overview of Adidas' marketing strategy. It discusses Adidas' mission and vision to be the global leader in sports and focus on innovation. It outlines Adidas' business model of streamlining operations and focusing on innovative products. The target market is athletes aged 20-29 and influential consumers aged 14-19. Main competitors are discussed. The marketing mix of product, price, place and promotion is explained, including brand ambassadors, team sponsorships, and the "Impossible is Nothing" campaign. The marketing budget for R&D and overall is also summarized.
Volkswagen is a large German automaker established in 1937. It owns 9 major automotive brands and has production in 62 plants across 21 countries. Volkswagen pursues a strategy of leveraging its scale across brands and through R&D to take advantage of sector dynamics. It has expanded significantly in China through joint ventures and plans to continue its focus on emerging markets for future growth. Volkswagen has acquired brands like Skoda and SEAT to expand its geographic and product reach.
This document provides an overview of Hyundai Motors India Limited (HMIL). It discusses HMIL's profile, history, vision, mission and operations. Some key points:
- HMIL is a wholly owned subsidiary of Hyundai Motor Company of South Korea and is one of the largest car manufacturers in India.
- It was established in 1996 and launched its first car, the Santro, in 1998 which was very successful.
- HMIL's vision is focused on customer satisfaction, technology innovation and contributing to society.
- Its mission is to be a preferred provider of automotive services with a diverse team of professionals.
- It has two manufacturing plants in India and exports cars to
The Financial Analysis Report on Hyundai Motor India Limited (HMIL)Mehul Gondaliya
The document provides a financial analysis report on Hyundai Motor India Limited (HMIL) prepared by a student as part of an MBA program. Some key details:
- The report analyzes HMIL's financial statements including the profit and loss account, balance sheet, cash flow statement, and performs ratio analysis.
- Ratio analysis is conducted on liquidity, leverage, activity, profitability, dividend payout, and DuPont ratios to understand HMIL's financial strength and weaknesses.
- The analysis finds that HMIL has maintained a satisfactory current ratio and favorable quick ratio, indicating strong liquidity. Leverage ratios show HMIL uses less debt than equity in its capital structure.
Honda is a Japanese company founded by Soichiro Honda and Takeo Fujisawa in 1945. It has headquarters in Minato, Tokyo, Japan and originated in Hamamatsu, Japan. Honda has revenue of $128 billion in 2016-2017 and profit of $1.8 billion. Honda manufactures automobiles, motorcycles, power products, and aviation and has used strategic marketing approaches like focusing on factory flexibility, localizing rather than globalizing, establishing a large dealership network, increasing brand visibility through power products, and empowering engineers.
Royal Enfield is a British motorcycle brand founded in 1893. It is currently owned by Eicher Motors Limited of India. Royal Enfield manufactured bicycles, lawn mowers, and motorcycles under the name Royal Enfield out of its factory in Redditch, England. It is best known for its classic styled motorcycles like the Bullet and Continental GT. Royal Enfield has a niche in the 350cc and 500cc motorcycle market in India with over 95% market share. It aims to expand into higher engine capacity segments while retaining its classic cruiser bike positioning and cultural status symbol image.
Ford India was established in 1995 and manufactures vehicles in India. It launched the Ford Figo and Endeavour targeting the Indian market. Ford invested in print media but found it lacked interactivity. It augmented print ads to provide engaging mobile content like videos to users, creating a more personal experience. This witnessed over 48,000 interactions and 80% of users accessed additional information. It was the first time static ads were converted into interactive engagement generating more value and deeper audience connections.
1) The document presents information on the product life cycle of the Maruti 800 car in India from its launch in 1983 to its discontinuation in 2014.
2) It went through typical stages - an introduction stage where it revolutionized the industry, a growth stage where sales increased and new features were added, a maturity stage where competition emerged and a declining stage where sales fell due to newer competitors.
3) At its peak, over 2.8 million Maruti 800s were produced, making it the second longest produced car in India. However, competition from cars like the Hyundai i10 and Tata Nano led to a decline in sales for the Maruti 800.
This is a project undertaken for foundations of financial management course. Here financial analysis of the company is done with the help of financial statements.
Maruti Suzuki India Limited is a leading automobile manufacturer in India and a subsidiary of Suzuki Motor Corporation of Japan. It was incorporated in 1981 as Maruti Udyog Limited through a collaboration between the Government of India and Suzuki. Maruti Suzuki launched its first car in 1983 and has since become the market leader in India, selling over 1 million vehicles annually through its portfolio of popular models like Alto, WagonR, Swift, SX4 and Eeco. It has manufacturing plants in Gurgaon and Manesar with a total annual capacity of 1.5 million units.
This document summarizes and compares the marketing strategies of 4 luxury car companies: Mercedes Benz, Audi, Lexus, and BMW. It discusses their company profiles, segmentation, targeting, and positioning. It also reviews their use of marketing promotion in social media and their overall marketing mixes, including their products, pricing, placement, promotion, and people strategies. The document aims to evaluate and compare the marketing mixes among these top luxury car brands.
This document discusses the history and products of Colgate toothpaste. It began in 1806 as a starch, soap and candle factory. Over time it introduced various oral care products, including the first toothpaste in a tube in 1896. The document describes Colgate's product life cycle and how new products are introduced, grow in popularity, reach maturity, and eventually decline. It also discusses Colgate products in the BCG matrix - which products are cash cows, stars, question marks or dogs depending on their market share and growth rate. The key products discussed are Colgate Total toothpaste and Colgate toothpowder.
A project report on automobile industryProjects Kart
- Bajaj Auto is an Indian motorcycle and auto manufacturer founded in 1926 and headquartered in Pune, India. It is the world's fourth largest motorcycle manufacturer.
- The company produces a range of motorcycles, scooters, and auto rickshaws. Some of its popular motorcycle models include the Bajaj Pulsar and Bajaj Discover.
- Bajaj Auto has received several awards for its products from organizations like NDTV Profit, CNBC Overdrive, and UTV Bloomberg-AutoCar. It is also recognized as one of India's most trusted brands in the automotive two-wheeler sector.
BMW is a luxury German automaker known for high-quality vehicles. It sells over 1.95 million cars and 115,000 motorcycles annually. BMW focuses on engineering excellence and designs vehicles that appeal to status-seeking customers. It uses a lean distribution model with authorized dealerships in premium locations to maintain an exclusive brand image. BMW promotes through high-quality television ads focusing on technology, performance, and luxury to position the brand as aspirational. It prices vehicles at a premium to appeal to customers seeking status and craftsmanship over functionality alone.
BMW developed a marketing program based on relationship marketing to attract customers in the luxury market. The program uses integrated marketing communication including media promotion, product assistance, and a customer service hotline. Performance will be monitored using financial and non-financial indicators like monthly sales reports and customer feedback to ensure the program's success.
The document provides an overview of the FMCG industry and Hindustan Unilever Ltd (HUL) in India. It states that the FMCG industry is the 4th largest sector in India, with a size of US$13.1 billion. It then discusses major domestic and foreign players in the industry such as HUL, Britannia, Dabur, and PepsiCo. The document focuses on HUL, describing it as India's largest FMCG company and part of Unilever Group. It outlines HUL's mission, geographic presence, product portfolio, and strategic acquisitions. SWOT and Five Forces analyses are also presented.
Volkswagen's Marketing Strategy in IndiaAsrar Mohd
INTRODUCTION
Volkswagen (VW) is one of the world’s leading automobile manufacturers and the largest carmaker in Europe
Volkswagen in German language means people’s car
Founded - 28 May 1937 (75 years)
Founder(s) - Ferdinand Porsche
Headquarters - Wolfsburg, Germany
Slogan - Das Auto ("The Car")
Area served - 153 countries
Subsidiaries - Audi, Bugatti, Bentley, Lamborghini, Porsche, SEAT, Skoda, Volkswagen and Scania CV
Apollo Tyres aims to strengthen its brand awareness and perception through a marketing mix focused on product innovation, an extensive distribution network, and promotional campaigns emphasizing functional benefits. The company segments consumers and targets various vehicle types, focusing currently on passenger cars and the truck/bus segment. Apollo positions itself as providing high-performance, safe tyres at a value price through advanced technology.
This document discusses segmentation, targeting, positioning and differentiation strategies for various toothpaste brands in India including Sensodyne, Colgate, Pepsodent, Dabur and Himalaya. It provides information on the Indian toothpaste market size and share. It also describes the segmentation approaches, targeting strategies, positioning and differentiation tactics adopted by each brand. Key points of differentiation discussed include ingredients, benefits addressed and types of customers targeted.
The document provides an overview of the automobile industry in India. It discusses that the industry contributes 4% to India's GDP and employs over 10 million people. It summarizes that Maruti, Tata, and Mahindra & Mahindra are major players in the passenger vehicle, commercial vehicle, and tractor segments respectively. The document also outlines various career opportunities and discusses the future prospects of growth for the Indian automobile industry.
3 C Report of Apple (Marketing Management)Suyash Jain
This document provides a report on Apple Inc. including an acknowledgement, table of contents, Apple profile, competitors like Samsung and Micromax, Apple's marketing mix, product life cycle, environmental scan, SWOT analysis, target market, pricing, promotion, supply chain, distribution channels, Porter's 5 forces analysis, market share analysis, recommendations, and conclusion. It analyzes Apple's business strategies across different areas and provides a comprehensive overview of the company.
Hyundai is a South Korean conglomerate founded in 1947 that includes Hyundai Motor Company, the world's fourth largest automaker, and Hyundai Heavy Industries, the largest shipbuilder. It was founded by Chung Ju-yung and initially as a construction firm. In addition to its automotive and shipbuilding divisions, Hyundai operates other businesses through affiliated companies and subsidiaries in various industries including logistics, elevators, engineering, and securities.
The research has been conducted to know the people’s perception towards Maruti Suzuki cars. The study was conducted to know the factors that influence the purchase of Maruti Suzuki cars, also what are the people’s expectations from Maruti Suzuki cars. The problems faced by the consumers with regard to Maruti Suzuki cars were also inquired into and thereby their overall satisfaction level was studied. This is a descriptive and exploratory research and mainly primary data is used for the purpose of data collection. The results indicated that people are satisfied with the Maruti cars and it is its fuel efficiency which affects their buying behavior towards Maruti Suzuki. Also there is a lot of scope for Maruti Suzuki cars in India.
Royal Enfield is a British motorcycle brand founded in 1893. It is currently owned by Eicher Motors Limited of India. Royal Enfield manufactured bicycles, lawn mowers, and motorcycles under the name Royal Enfield out of its factory in Redditch, England. It is best known for its classic styled motorcycles like the Bullet and Continental GT. Royal Enfield has a niche in the 350cc and 500cc motorcycle market in India with over 95% market share. It aims to expand into higher engine capacity segments while retaining its classic cruiser bike positioning and cultural status symbol image.
Ford India was established in 1995 and manufactures vehicles in India. It launched the Ford Figo and Endeavour targeting the Indian market. Ford invested in print media but found it lacked interactivity. It augmented print ads to provide engaging mobile content like videos to users, creating a more personal experience. This witnessed over 48,000 interactions and 80% of users accessed additional information. It was the first time static ads were converted into interactive engagement generating more value and deeper audience connections.
1) The document presents information on the product life cycle of the Maruti 800 car in India from its launch in 1983 to its discontinuation in 2014.
2) It went through typical stages - an introduction stage where it revolutionized the industry, a growth stage where sales increased and new features were added, a maturity stage where competition emerged and a declining stage where sales fell due to newer competitors.
3) At its peak, over 2.8 million Maruti 800s were produced, making it the second longest produced car in India. However, competition from cars like the Hyundai i10 and Tata Nano led to a decline in sales for the Maruti 800.
This is a project undertaken for foundations of financial management course. Here financial analysis of the company is done with the help of financial statements.
Maruti Suzuki India Limited is a leading automobile manufacturer in India and a subsidiary of Suzuki Motor Corporation of Japan. It was incorporated in 1981 as Maruti Udyog Limited through a collaboration between the Government of India and Suzuki. Maruti Suzuki launched its first car in 1983 and has since become the market leader in India, selling over 1 million vehicles annually through its portfolio of popular models like Alto, WagonR, Swift, SX4 and Eeco. It has manufacturing plants in Gurgaon and Manesar with a total annual capacity of 1.5 million units.
This document summarizes and compares the marketing strategies of 4 luxury car companies: Mercedes Benz, Audi, Lexus, and BMW. It discusses their company profiles, segmentation, targeting, and positioning. It also reviews their use of marketing promotion in social media and their overall marketing mixes, including their products, pricing, placement, promotion, and people strategies. The document aims to evaluate and compare the marketing mixes among these top luxury car brands.
This document discusses the history and products of Colgate toothpaste. It began in 1806 as a starch, soap and candle factory. Over time it introduced various oral care products, including the first toothpaste in a tube in 1896. The document describes Colgate's product life cycle and how new products are introduced, grow in popularity, reach maturity, and eventually decline. It also discusses Colgate products in the BCG matrix - which products are cash cows, stars, question marks or dogs depending on their market share and growth rate. The key products discussed are Colgate Total toothpaste and Colgate toothpowder.
A project report on automobile industryProjects Kart
- Bajaj Auto is an Indian motorcycle and auto manufacturer founded in 1926 and headquartered in Pune, India. It is the world's fourth largest motorcycle manufacturer.
- The company produces a range of motorcycles, scooters, and auto rickshaws. Some of its popular motorcycle models include the Bajaj Pulsar and Bajaj Discover.
- Bajaj Auto has received several awards for its products from organizations like NDTV Profit, CNBC Overdrive, and UTV Bloomberg-AutoCar. It is also recognized as one of India's most trusted brands in the automotive two-wheeler sector.
BMW is a luxury German automaker known for high-quality vehicles. It sells over 1.95 million cars and 115,000 motorcycles annually. BMW focuses on engineering excellence and designs vehicles that appeal to status-seeking customers. It uses a lean distribution model with authorized dealerships in premium locations to maintain an exclusive brand image. BMW promotes through high-quality television ads focusing on technology, performance, and luxury to position the brand as aspirational. It prices vehicles at a premium to appeal to customers seeking status and craftsmanship over functionality alone.
BMW developed a marketing program based on relationship marketing to attract customers in the luxury market. The program uses integrated marketing communication including media promotion, product assistance, and a customer service hotline. Performance will be monitored using financial and non-financial indicators like monthly sales reports and customer feedback to ensure the program's success.
The document provides an overview of the FMCG industry and Hindustan Unilever Ltd (HUL) in India. It states that the FMCG industry is the 4th largest sector in India, with a size of US$13.1 billion. It then discusses major domestic and foreign players in the industry such as HUL, Britannia, Dabur, and PepsiCo. The document focuses on HUL, describing it as India's largest FMCG company and part of Unilever Group. It outlines HUL's mission, geographic presence, product portfolio, and strategic acquisitions. SWOT and Five Forces analyses are also presented.
Volkswagen's Marketing Strategy in IndiaAsrar Mohd
INTRODUCTION
Volkswagen (VW) is one of the world’s leading automobile manufacturers and the largest carmaker in Europe
Volkswagen in German language means people’s car
Founded - 28 May 1937 (75 years)
Founder(s) - Ferdinand Porsche
Headquarters - Wolfsburg, Germany
Slogan - Das Auto ("The Car")
Area served - 153 countries
Subsidiaries - Audi, Bugatti, Bentley, Lamborghini, Porsche, SEAT, Skoda, Volkswagen and Scania CV
Apollo Tyres aims to strengthen its brand awareness and perception through a marketing mix focused on product innovation, an extensive distribution network, and promotional campaigns emphasizing functional benefits. The company segments consumers and targets various vehicle types, focusing currently on passenger cars and the truck/bus segment. Apollo positions itself as providing high-performance, safe tyres at a value price through advanced technology.
This document discusses segmentation, targeting, positioning and differentiation strategies for various toothpaste brands in India including Sensodyne, Colgate, Pepsodent, Dabur and Himalaya. It provides information on the Indian toothpaste market size and share. It also describes the segmentation approaches, targeting strategies, positioning and differentiation tactics adopted by each brand. Key points of differentiation discussed include ingredients, benefits addressed and types of customers targeted.
The document provides an overview of the automobile industry in India. It discusses that the industry contributes 4% to India's GDP and employs over 10 million people. It summarizes that Maruti, Tata, and Mahindra & Mahindra are major players in the passenger vehicle, commercial vehicle, and tractor segments respectively. The document also outlines various career opportunities and discusses the future prospects of growth for the Indian automobile industry.
3 C Report of Apple (Marketing Management)Suyash Jain
This document provides a report on Apple Inc. including an acknowledgement, table of contents, Apple profile, competitors like Samsung and Micromax, Apple's marketing mix, product life cycle, environmental scan, SWOT analysis, target market, pricing, promotion, supply chain, distribution channels, Porter's 5 forces analysis, market share analysis, recommendations, and conclusion. It analyzes Apple's business strategies across different areas and provides a comprehensive overview of the company.
Hyundai is a South Korean conglomerate founded in 1947 that includes Hyundai Motor Company, the world's fourth largest automaker, and Hyundai Heavy Industries, the largest shipbuilder. It was founded by Chung Ju-yung and initially as a construction firm. In addition to its automotive and shipbuilding divisions, Hyundai operates other businesses through affiliated companies and subsidiaries in various industries including logistics, elevators, engineering, and securities.
The research has been conducted to know the people’s perception towards Maruti Suzuki cars. The study was conducted to know the factors that influence the purchase of Maruti Suzuki cars, also what are the people’s expectations from Maruti Suzuki cars. The problems faced by the consumers with regard to Maruti Suzuki cars were also inquired into and thereby their overall satisfaction level was studied. This is a descriptive and exploratory research and mainly primary data is used for the purpose of data collection. The results indicated that people are satisfied with the Maruti cars and it is its fuel efficiency which affects their buying behavior towards Maruti Suzuki. Also there is a lot of scope for Maruti Suzuki cars in India.
Mahindra & Mahindra (M&M) is the leading manufacturer of multi-utility vehicles in India. The company started manufacturing commercial vehicles in 1945 and is now the world's sixth largest medium and heavy commercial vehicle manufacturer. The document discusses M&M's history and product portfolio. It also describes the research methodology used in a study on customer satisfaction with M&M vehicles, which involved collecting primary and secondary data through questionnaires and interviews with 150 people in Deoghar, Jharkhand. The conclusions indicate that most customers are satisfied with M&M's vehicle designs and facilities compared to other brands.
This chapter discusses the research methodology used for the study. It begins with an exploratory research approach using both primary and secondary data collection. Primary data was collected through questionnaires administered to 100 respondents in New Delhi. Secondary data sources included books and websites. Descriptive research involved defining the problem, identifying needed information, developing instruments, determining sampling, collecting data, analyzing information, and making generalizations. Potential errors from interviewers, questionnaires, respondents, and sampling are also outlined. The chapter establishes the framework for evaluating and reevaluating the research.
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This document provides a summary of an internship project at Insignia Brandings promoting various Mahindra vehicles. It describes Insignia Brandings and their client, Silver Jubilee Motors, a Mahindra dealership. Promotional events were organized at locations like IT parks, banks, colleges, and housing societies to generate leads and increase awareness of new models like the KUV100, TUV300, and e2o. Presentations were given and test drives were provided at these events to highlight Mahindra's features.
The document provides details about a project report on consumer awareness of General Motors in India. It includes an introduction to General Motors and its brands. The objectives of the study are to analyze consumer awareness and satisfaction with Chevrolet cars and after-sales services. The research methodology involves both primary and secondary data collection. Survey methods will be used to understand customer expectations and suggestions for improvements.
Renault is a French automaker headquartered in France. It was founded in 1899 and produced its first car in 1898. Today, Renault is one of the largest car manufacturers in Europe. It operates in over 118 countries and employs over 120,000 people. Renault has established strategic alliances with other automakers like Nissan to expand globally. It is focused on developing hybrid, electric, and low emission vehicles. Renault's vision is to provide sustainable mobility for all through affordable and environmentally-friendly vehicles.
D-Life Agency is a marketing agency in Colombia with a vision to become the leading agency in Colombia by 2015 and expand internationally starting with Panama. Their objectives are to position themselves as one of the best companies in Colombia and launch brands that become number one in the market.
Chevrolet's mission is to provide an excellent customer experience through high quality vehicles. Their vision is to be the leader in automobile transport products and services in Colombia. Chevrolet was founded in Colombia in 1956 and has become one of the largest car manufacturers in the country.
Chevrolet's target product is the Spark model and their strategies to build loyalty include good service, low prices, financing opportunities, and free mechanic inspections
Travel & Transportation - Presentation by Anton Chirkunov, Founder & CEO of Wheely at the NOAH Conference London 2017, Old Billingsgate on the 2nd of November 2017.
Bravo Motor Company overview deck january 2015ArqBravo Group
This document proposes a path towards integrating public transportation and renewable energy sources. It outlines a vision for minimizing daily transit times using electric vehicles and an interconnected system. The solution involves manufacturing electric public transportation vehicles that are lightweight, efficient, can charge quickly, and integrate driverless technology. The team is ready to produce prototypes and begin manufacturing to provide efficient electric vehicles for public transportation services.
a study of safety awareness in customer while purchasing a new car: A study of Indian Passenger Car Market with special reference to ( Maruti Suzuki, Tata Motors, Volkswagen, Toyota, Mahindra & Mahindra, and Hyundai)
In the Year of the Horse, there is no letting up in China’s passion for luxury horsepower. Despite concerns over economic slowdowns and government regulations, the number of new manufacturers and new models competing in this sector continues to grow.
In ‘Auto insights: the luxe edition’, we’ll take you on a tour of the high-end of the auto market and the changing meaning of luxury itself, including:
This document provides a summary of a presentation on the automobile industry in India given by Raj Gupta, Mangesh Bhosle, Kalpesh Bhasagre, Sandeep Yadav, and Naresh Solanki under the guidance of Prof. Seema Ladha. It discusses the history and growth of the global automobile industry. It then focuses on the automobile industry and market in India, including political, economic, social, technological, environmental, and legal factors. It also discusses issues and challenges facing the industry like competition and sustainability. It provides an overview and background on Tata Motors, including its mission, vision, strategies, and SWOT analysis.
The document discusses the changing automotive industry and considerations for the market research industry. It notes that the industry will see more change in the next 5 years than the last 15 due to factors like evolving customer needs, mobility options, and retail experiences. Automakers will need to shift from product-focused to customer-centric models and offer new mobility solutions and retail experiences to remain competitive in this changing landscape. The market research industry must also adapt to help automakers design differentiated customer experiences and identify new retail formats.
Ford Motors is working to address falling car sales and increased competition. It has cut 40,000 jobs in recent years and closed several plants in North America. Ford is focusing on developing more fuel-efficient vehicles and expanding into growth markets like China, India, and South America. It has also formed strategic partnerships with universities in China to support research and develop cars tailored for the Chinese market.
Marketing strategy of hyundai motors in chandigarhIcaii Infotech
This document provides a history of Hyundai Motors, beginning with background on the company's founder Chung Ju-Yung. It discusses how Chung Ju-Yung was born into a poor farming family in Korea in 1915 and had to work various jobs from a young age to support his family before founding his own rice shop in 1937. The document then outlines the early history of Hyundai Motors, including how Chung Ju-Yung started accumulating capital during the Japanese occupation of Korea from 1940-1945 and began establishing businesses that would later form the Hyundai Group, of which Hyundai Motors was established in 1967 as one of the companies. It provides context on the difficult early conditions and Chung Ju-
Bravo motor company overview deck january 2015Grupo ArqBravo
The document proposes a path towards more sustainable public transportation through the development of an integrated electric vehicle system called Rod On. Rod On would provide a fleet of electric, driverless vehicles for car sharing services to reduce emissions. The system aims to minimize daily transit times by integrating with existing public transportation networks. A team of transportation and engineering experts is ready to produce a working prototype within 6 months for testing, with a goal of full production within 2 years to supply vehicles for services like Uber and Zipcar. The document requests $5 million for the prototype and $45 million for full production.
The document provides an overview of the Indian automobile industry, which manufactures over 11 million vehicles per year. It discusses key statistics such as production and export figures as well as segmentation of the market into segments like passenger vehicles, commercial vehicles, and two-wheelers. The automobile supply chain in India is also examined, with details provided on the roles of tier 1, 2, and 3 suppliers in delivering components to automakers.
Similar to Customer relationship management practices in Hyundai Ltd. (20)
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ملزمة تشريح الجهاز الهيكلي (نظري 3)
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تتميز هذهِ الملزمة بعِدة مُميزات :
1- مُترجمة ترجمة تُناسب جميع المستويات
2- تحتوي على 78 رسم توضيحي لكل كلمة موجودة بالملزمة (لكل كلمة !!!!)
#فهم_ماكو_درخ
3- دقة الكتابة والصور عالية جداً جداً جداً
4- هُنالك بعض المعلومات تم توضيحها بشكل تفصيلي جداً (تُعتبر لدى الطالب أو الطالبة بإنها معلومات مُبهمة ومع ذلك تم توضيح هذهِ المعلومات المُبهمة بشكل تفصيلي جداً
5- الملزمة تشرح نفسها ب نفسها بس تكلك تعال اقراني
6- تحتوي الملزمة في اول سلايد على خارطة تتضمن جميع تفرُعات معلومات الجهاز الهيكلي المذكورة في هذهِ الملزمة
واخيراً هذهِ الملزمة حلالٌ عليكم وإتمنى منكم إن تدعولي بالخير والصحة والعافية فقط
كل التوفيق زملائي وزميلاتي ، زميلكم محمد الذهبي 💊💊
🔥🔥🔥🔥🔥🔥🔥🔥🔥
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Philippine Edukasyong Pantahanan at Pangkabuhayan (EPP) CurriculumMJDuyan
(𝐓𝐋𝐄 𝟏𝟎𝟎) (𝐋𝐞𝐬𝐬𝐨𝐧 𝟏)-𝐏𝐫𝐞𝐥𝐢𝐦𝐬
𝐃𝐢𝐬𝐜𝐮𝐬𝐬 𝐭𝐡𝐞 𝐄𝐏𝐏 𝐂𝐮𝐫𝐫𝐢𝐜𝐮𝐥𝐮𝐦 𝐢𝐧 𝐭𝐡𝐞 𝐏𝐡𝐢𝐥𝐢𝐩𝐩𝐢𝐧𝐞𝐬:
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𝐄𝐱𝐩𝐥𝐚𝐢𝐧 𝐭𝐡𝐞 𝐍𝐚𝐭𝐮𝐫𝐞 𝐚𝐧𝐝 𝐒𝐜𝐨𝐩𝐞 𝐨𝐟 𝐚𝐧 𝐄𝐧𝐭𝐫𝐞𝐩𝐫𝐞𝐧𝐞𝐮𝐫:
-Define entrepreneurship, distinguishing it from general business activities by emphasizing its focus on innovation, risk-taking, and value creation. Students will describe the characteristics and traits of successful entrepreneurs, including their roles and responsibilities, and discuss the broader economic and social impacts of entrepreneurial activities on both local and global scales.
Philippine Edukasyong Pantahanan at Pangkabuhayan (EPP) Curriculum
Customer relationship management practices in Hyundai Ltd.
1. 1
1.1 CUSTOMER RELATIONSHIP MANAGEMENT
Customer relationship management (CRM) is an approach of managing company’s
interaction with current and future customers. It often involves using technology to organize,
automate, and synchronize sales, marketing, customer service, and technical support.
“CRM is concerned with the creation, development and enhancement of individualised
customer relationships with carefully targeted customers and customer groups resulting in
maximizing their total customer life-time value”.
CRM is “the development and maintenance of mutually beneficial long-term relationships
with strategically significant customers”.
CHARACTERISTICS:
CRM is a customer-oriented feature with service response based on customer input, one-to-
one solutions to customers' requirements, direct online communications with customer and
customer service centres that are intended to help customers solve their issues. It includes the
following functions:
Sales force automation, which implements sales promotion analysis, automates the tracking
of a client's account history for repeated sales or future sales, and coordinates sales,
marketing, call centres, and retail outlets.
Data warehouse technology, used to aggregate transaction information, to merge the
information with CRM products, and to provide key performance indicators.
CRM systems that track and measure marketing campaigns over multiple networks,
tracking customer analysis by customer clicks and sales
ORIGIN OF CRM
Customer relationship management was originated in early 1970s. CRM came as a process
that dealt with relationships with customers surpassing the whole business.
As said by Father of management “The true business of every company is to make and keep
customers”
The changing business environment is characterized by economic liberalization, increasing
competition, high consumer choice, demanding customer, more emphasis on quality and
value of purchase etc. All these changes have made today’s producer shift from traditional
marketing to modern marketing. Modern marketing calls for more than developing a product,
pricing it, promoting it and making it accessible to target customer. It demands building trust,
a binding force and value added relationship with the customers. The process of developing a
cooperative and collaborative relationship between the buyer and seller is called customer
relationship management shortly called CRM.
2. 2
1.2 INTRODUCTION TO AUTOMOBILE INDUSTRY
Automobile, self-propelled vehicle used primarily on public roads but adaptable to other
surfaces. Automobiles changed the world during the 20th century, particularly in the United
States and other industrialized nations. From the growth of suburbs to the development of
elaborate road and highway systems, the so-called horseless carriage has forever altered the
modern landscape. The manufacture, sale, and servicing of automobiles have become key
elements of industrial economies. But along with greater mobility and job creation, the
automobile has brought noise and air pollution and automobile accidents rank among the
leading causes of death and injury throughout the world. But for better or worse, the 1900s
can be called the Age of the Automobile and cars will no doubt continue to shape our culture
and economy well into the 21st century. Automobiles are classified by size, style, number of
doors, and intended use. The typical automobile, also called a car, auto, motorcar, and
passenger car, has four wheels and can carry up to six people, including a driver. Larger
vehicles designed to carry more passengers are called vans, minivans, omnibuses, or buses.
Those used to carry cargo are called pickups or trucks, depending on their size and design.
Minivans are van-style vehicles built on a passenger car frame that can usually carry up to
eight passengers. Sport-utility vehicles, also known as SUVs, are more rugged than passenger
cars and are designed for driving in mud or snow.
In 2012 manufacturing plant in more than 25 countries produced 73.2 million passenger cars
.The automobile is built around an origin various systems supply the origin with fuel, cool it
daring operation, lubricate its moving parts and remove exhaust gases it creates. The origin
produces mechanical power that is transmitted to the automobile’s wheels through adverting
which includes a transmission. One or more dive shafts, a differential gear and axles.
Suspension system which includes sparing and shock absorbers, customs the ride and help
protect the vehicle from being damaged by bumps heavy loads and other series. Wheel and
tares support vehicles on the road way and when rotated by powered axles; propel the vehicle
forward or backward Steering speed. An electrical system starts and operates the engine
monitor and control many aspects of the vehicle operation and powers such components as
head light and radios. Safety features such as bumpers air bugs and seat bells help protect
occupants in an accident
3. 3
1.3 HISTORY OF AUTOMOBILE INDUSTRY
The history of the automobile actually began about 4100 years ago when the first wheel was
used to transportation in India. In the early 15th century Portuguese arrived in china and the
interaction of the two cultures leaded to variety of new technologies including the creation of
a wheel. By the 1600’s small steam powered engine models had been developed but it was
another century before a full sized engine powered vehicle was created. IN 1769 French
Army Officer Captain Nicolas joseph Cugsnot built what has been called the first automobile
cugnotsparel wheeler steam powered vehicle carried four people. Designed to move artillery
pieces. It has a top speed of a title more than 3.2km/h and had a stop every 20 minutes to
build up a fresh head of steam. As easily in 1801 successful but very heavy steam automobile
type introduced in England laws barred them from public road and forced their owners to run
them like train or private tracks their owners to run them like train or private tracks in 1802 a
steam powered coach designed by British Engineer. Richard Trethvick journed more than
160km from corn wall to London. Steam powered caught the attention of other vehicle
builders. In 1804, American inventor Oliver Evans built a steam powered car in 1828. British
inventor a valterHandcock build a series of steam carriages in the mid 1830’s thus were used
for the first omnibus service in London. By the mid 1800’s England had an extensive network
of coach line. Horse-drawn stagecoach companies and the new rail road companies pressured
the British parliament to approve heavy it’s on steam-powered road vehicles. The tolls
quickly drove a steam quickly drove a steam coach operators out of business.During the early
20th century steam cars were popular in the United states. Most famous was the Stanley
steamer, built by American Twin brothers Freelan and Francis Stanley.
4. 4
1.4 HYUNDAI MOTOR COMPANY
The Hyundai Motor Company is a South Korean multinational automaker headquartered
in Seoul, South Korea. The company was founded in 1967 and along with its 32.8% owned
subsidiary, Kia Motors, together comprise the Hyundai Motor Group, which is the world's
fifth largest automaker based on annual vehicle sales in 2012. In 2008, Hyundai Motor
(without Kia) was ranked as the eighth largest automaker. As of 2010, the Company sold
over 3.6 million vehicles worldwide. Hyundai operates the world's largest integrated
automobile manufacturing facility in Ulsan, South Korea, which has an annual production
capacity of 1.6 million units. The company employs about 75,000 people worldwide.
Hyundai vehicles are sold in 193 countries through some 6,000 dealerships and showrooms.
1.5 VISION:
“Our Team provides value for your future”
1.6 MISSION:
To create exceptional automotive value for our customers by harmoniously blending safety,
quality and efficiency. With our diverse team, we will provide responsible stewardship to our
community and environment while achieving stability and security now and for future
generations.
1.7 HYUNDAI’S BRAND SLOGAN:
“NEW THINKING - NEW POSSIBILITIES”
A brand slogan embodies the essence of a brand, from its philosophy to its vision and
identity. Hyundai’s brand slogan -- “NEW THINKING. NEW POSSIBILITIES.” reflects
the will of Hyundai Motor Company to create new possibilities to benefit the world and its
people by encouraging and developing new thinking. All members of Hyundai have the brand
slogan deeply engraved in their hearts as they move forward in their effort to provide new
values and experiences desired by today’s customers through innovative ways that are unique
to the brand, driven by new thinking about customers and cars.
5. 5
1.8 QUALITY POLICY
Top priority to customer satisfaction
The Company will provide only those products meeting relevant customer
requirements & international standards and accordingly satisfy every customer.
Continuous improvement
The Company will make continuous quality improvements through unceasing R&D
efforts & new technologies and accordingly minimize the quality cost.
Quality mind
The company will encourage each employee’s quality and accordingly accomplish the
error-free quality.
Quality mind creation
The company will create such premium quality value that can lead the global
automatic transmission market.
1.9 NEED FOR THE STUDY
The biggest management challenge in the new millennium of liberalization and globalization
for a business is to serve and maintain good relationship with the king – the customer. In the
past producers took their customers for granted, because at that time the customers were not
demanding nor had alternative source of supply or suppliers. But today there is a radical
transformation.
The purpose of customer relation is not only for retaining the customers but also attracting
new customers and increasing the sales and also creating and maintenance of brand
awareness. It is a system for managing a company’s interactions with current and
future customers using technology to organize, automate and
synchronize sales, marketing, customer service, and technical support. Customer perceptions
attitudes and views regarding the products and services, along with suggestions assume
greater importance in the light of new entries and potential competitors, this study is an
attempt that directs to facilitate the management in marketing their future decisions in
promoting and creating a good image in the society.
6. 6
• reduced costs, because the right things are being done (i.e., effective and efficient
operation)
• increased customer satisfaction, because they are getting exactly what they want (ie.
meeting and exceeding expectations)
• growth in numbers of customers
• highlighting poor operational processes
• long term profitability and sustainability
• A satisfied customer in 10 years will bring 100 more customers to the company.
• It costs 7 time more to attract a new customer than to serve an old one.
• 20% of the company’s loyal customers account for 80% of its revenues. (Pareto’s
principle).
7. 7
1. ArvindSaxena (2010) Director and Board member (marketing and sales), Hyundai Motor
India (HMIL) “No company in automobile sector can fight competition on price. Companies
need to have the right product, distribution, CRM and after sales service network to grow.
2. Peter C. Verhoef (2003) Scholars have questioned the “effectiveness of several customer
relationship management strategies”. The author investigates the differential effects of
customer relationship perceptions and relationship marketing instruments on customer
retention and customer share development over time. Customer relationship perceptions are
considered evaluations of relationship strength and a supplier’s offerings, and customer share
development is the change in customer share between two periods. The results show that
affective commitment and loyalty programs that provide economic incentives positively
affect both customer retention and customer share development, whereas direct mailings
influence customer share development.
3. Kumar, V. (2010), “Customer relationship management (CRM)” refers to building one-
to-one relationships with customers that can drive value for the firm. This manuscript
discusses proven CRM strategies that companies can use as means of effective customer
management (CM). The continuing evolution of CM is made possible by understanding the
interactive relationships that develop between firms and customers and among customers
themselves. Firms will increasingly be able to customize marketing messages to larger target
audiences on the basis of the customer's expected response and the customer's value to the
firm.
4. Michael Cusumano, Steve Kahl and Fernaando Suarez (2008) in their research paper
“A theory of services in product industries”, has concluded that in many product oriented
industries, services have become increasingly important. In case of automobiles, many
automakers generate the vast majority of their profits from a service activity closely tied to
their product activity. The automobile industry overall generates a large portion of its profits
from other product-related service activities such as insurance and repairs. The authors
argued that despite the seeming importance of services, there is not much theory to help
researchers or practitioners explain the 3 conditions under which services matter in product
industries.
8. 8
5.Steve Kahl and Fernaando Suarez (2008) in their research paper “Product, Process,
and Service: A New Industry Lifecycle Model”, has concluded that Existing models of
industry lifecycle evolution tend to focus on changes in the products and processes and
largely overlook the dynamics of services, but increasingly, the revenues of many firms are
becoming dominated by sales of services rather than products, or products sold with services
to gain competitive differentiation in markets marked by increasing product commoditization.
6.Abhijeet Singh (2011) Tata Motors uses a customer relationship management and dealer
management system (CRM-DMS) which integrates one of the largest applications in the
automobile industry, linking more than 1200 dealers across India.CRM DOS has helped Tata
Motors to improve its inventory management, tax calculation and pricing. This system has
also proved to be beneficial to dealers because it has reduced their working capital cost
7.E.W.T. Ngai, (2005) To review the “academic literature on customer relationship
management (CRM)”, provide a comprehensive bibliography and propose a method of
classifying that literature A range of online databases were searched to provide a
comprehensive listing of journal articles on CRM. Six hundred articles were identified and
reviewed for their direct relevance to CRM. Two hundred and five articles were subsequently
selected. Each of these articles was further reviewed and classified. The review and
classification process was independently verified. All papers were allocated to the main and
sub‐categories based on the major focus of each paper.
8.Gordon Fullerton (2006), “Putting relationship in CRM”, that JEEP, a division of Daimler
Chrysler Automobile Company, has served a classic example of CRM program that provides
a considerable value to both the customers and the firm by developing a program exclusively
for jeep owners and fostered a community that is highly effectively committed to the product,
the brand and the customers.
9.Kevin Keller (2012) Caterpillar has become a leading firm by maximizing the total
customer value with the help of effective CRM, best after sales service in the industry and
better trained dealer. This allows the firm to command a premium price of 10% to 20%
higher than competitors such as Volvo, Komatsu etc.
9. 9
10.Cabãu Liviu-Gabriel (2012) this article is considered to be a “landmark in both
academic and business area, regarding the Customer Relationship Management (CRM)”.
Based on previous research found in the literature, the paper aims to clarify the concept of
CRM. Critical research results are reflected in the formulated responses on the following
aspects of CRM: CRM context, CRM definition, CRM importance and objectives, CRM
failure and CRM research. Finally, the article presents the main findings and some
conclusions related to the current research.
11.Thomas Dotzel, Venkatesh Shankar and Leonard L Berry. (2013) this research
“evaluates the effect of customer relationship management (CRM)” on customer
knowledge and customer satisfaction. An analysis of archival data for a cross-section of U.S.
firms shows that the use of CRM applications is positively associated with improved
customer knowledge and improved customer satisfaction. This article also shows that gains in
customer knowledge are enhanced when firms share their customer-related information with
their supply chain partners.
10. 10
OBJECTIVES OF THE STUDY
The main objectives are to determine the current relationship management level of the
customers with all aspects in regard to “HYUNDAI Ltd.”.
Objectives in Detail:
1. To know the grievances among the customers about products &services, if any.
2. To identify different customers’ needs in regard to a Hyundai motor car’s services.
3. To identify what type of promotional strategy is suitable for the company to reach the
targeted customers.
11. 11
SCOPE OF THE STUDY
The scope of the study is to identify the customer relationship management levels towards
"Hyundai Limited". The study was conducted for a period of 8 weeks covering various
places in Jalandhar. Primary data was collected from customers. Secondary data was
collected from company manuals, magazines and websites and so on. The study gathers
information about the customer's relation maintaining in various full range of Hyundai
vehicles from EON (passenger car) to Santa Fe (SUV) level in regard to Quality of service,
safety Tips, fuel saving tips, driving tips etc. Customer care service and other values added
services provided by the company. It is aimed at enlightening the company about different
steps to be taken up to increase the share of Hyundai motor company limited with regard
other competitors and also to make the company to provide better customer services.
12. 12
RESEARCH METHODOLOGY
Project methodology is a way to systematically solve the research problem. It deals with the
objective of a research study, the method of defining the research problem, the type of data
collected, method used for data collecting and analyzing the data etc. The methodology
includes collection of primary and secondary data.
DATA COLLECTION:
1) Primary data: The primary data will be collection through structured questions and
also by directly interacting with the respondents. The questionnaire will be circulated
to the customer personally.
2) Secondary data: The source of secondary data includes:
Books
Magazine
Company’s report and website.
Internet
So, to give a proper and formal approach to our research study I used the sampling technique.
SAMPLING TECHNIQUE
The sampling technique that adapted to conduct the survey was ‘Random Sampling’ and the
area of the research was concentrated in the city of Jalandhar. The survey was conducted by
interacting with Hyundai owners at Hyundai service center.
Sample units:
The sampling units for the study include the owner of the Hyundai cars.
Sample size:
The sample or the size included for conducting the study is50 customers of Hyundai.
13. 13
Table 1: Table showing the number of people who possessed a car.
Possessing a car In numbers In percentage
Yes 50 77
No 15 23
Total 65 100
Analysis: Out of the 65 respondents 50 of them possessed a car and the rest of 15 didn’t
possess a car.
Chart 1:Table showing the number of people who possessed a car.
Interpretation: Majority of the respondent i.e. 77% of them were the owner of the car.
77%
23%
People Having Car
yes
no
14. 14
60%
8%
18%
10% 4%
Source Of Awareness
Newspaper /Magazines
Social Media
Friends
Websites
Other
Table 2: Table showing the Source of Awareness.
Awareness In numbers In percentage
Newspaper/magazines 32 60
Social Media 03 8
Friends 11 18
Websites 02 10
Other 01 4
Total 50 100
Analysis: From the above table, 60% said that they became awareness through the
‘Newspaper/magazine’ advertisement , 18% said that they came to know about the Laxmi
Hyundai through friends and relatives ,8% said through ‘social media’ , 10% said it is
‘website’ and only ‘4%’ specified as others.
Chart 2: Chart showing the Source of Awareness
Interpretation: Majority of the respondent i.e. 60% found that the newspaper and magazine
advertisement has played a major role in creating awareness among the people.
15. 15
Table 3:Table showing how respondent find the Ambience of the showroom.
Ambience In numbers In percentage
Excellent 25 50
Good 15 30
Satisfactory 08 16
Poor 02 04
Very poor 0 0
Total 50 100
Analysis:50 % of respondent opting that the ambience of the showroom is “excellent”, 30%
of them found it “good”.16 % of them stated it to be “satisfactory” and very less 4% stated it
is “verypoor”.
Chart 3: Chart showing how respondent find the Ambience of this showroom.
Interpretation: Majority of the respondents stated that the ambience of the showroom is
"excellent" as stated by 50% of the customers which is a good indicator for the showroom.
50%
30%
16%
4% 0%
Ambience Of The Showroom
Excellent
Good
Satifactory
Poor
Very poor
16. 16
18%
22%
56%
4% 0%
Staff Response
Very co-operative
Co-operative
Responsive
Non-Cooperative
Highly non-Cooperative
Table 4: Table showing the staff responsiveness towards the customer at showroom.
Staff response In numbers In percentage
Very Cooperative 09 18
Cooperative 11 22
Responsive 28 56
Non-cooperative 02 4
Highly non-Cooperative 00 00
Total 50 100
Analysis: The above table shows that, most of the customer i.e.18 % of them found the show
room staff to be “very cooperative” ,22% stated as“co-operative”, a major percentage i.e.
56% of them felt the staff is ‘responsive’ than cooperative (respond only when asked, without
having any personal initiation),4% of them rated the staff to be “non-cooperative” and none
of them rated as “highly non-cooperative”.
Chart 4: Chart showing the staff responsiveness towards the customer at showroom.
Interpretation: Majority of staff response is found to be "Responsive" rather than co-
operative. It seems Staff doesn't respond until asked for which may lead to negative impact
on the perception of the customers about this showroom.
17. 17
8%
17%
63%
8% 4%
Time Taken In Attending a Call
Very Quick
Quick
Resonable
Delayed
Very much Delayed
Table 5: Table showing the Time taken by receptionist in attending a customer call.
Time Taken In numbers In percentage
Very quick 4 8
Quick 08 17
Reasonable 31 63
Delayed 04 08
Very much Delayed 02 04
Total 50 100
Analysis: According to above table it shows that the 8% of the respondent stated it as “ very
quick”,17% of respondent stated it as “quick”, time taken is “reasonable” as stated by 63%
of the respondent 8% of them found it to be “delayed”, 4% said it is “ very much delayed “.
Chart 5: Table showing the Time taken by receptionist in attending a customer call
Interpretation: Time taken to provide the services required by the customers is considered
as "reasonable" by the most of the respondent (i.e. 63%).
18. 18
Table 6: Table showing the Sales executive role in explanation the features of car to
customer.
Explanation IN NUMBERS IN PERCENTAGE
Convincing 12 24
Satisfactory 18 36
Unless asked 20 40
Total 50 100
Analysis: Out of the 50 respondent , 24% of them felt the explanation to be
“convincing”,36% felt it as “ satisfactory “ and major percentage 40% felt it to be “ non-
convincing” .
Chart 6: Chart showing the Sales executive role in explaining the features of car to customer
Interpretation: Majority of the respondent i.e. 40% found the sales executive don’t explain
the entire feature unless asked by the customer.
24%
36%
40%
Sales Executive Performance
Convincing
Satisfactory
Unless asked
19. 19
0% 2%
12%
18%
68%
Process Involved in Providing Financial
Facilities
very simple
Simple
Moderate
Complex
Very Complex
Table 7: Table showing the respondent opinion about the process involved in providing
financial facilities.
Processing procedure IN NUMBERS IN PERCENTAGE
Very simple 00 00
Simple 01 2
Moderate 6 12
Complex 9 18
Very Complex 34 68
Total 50 100
Analysis: According to the above table 68% of the respondent stated that “ process “
involved for financial facilities are “ very complex”,18% stated it to be “complex “,12% to be
“moderate” and Only 2% of them stated it to be “simple”.
Chart 7: Chart showing the respondent opinion about the process involved in providing
financial facilities.
Interpretation: Majority of the respondent i.e. 68% considered the process to be very
complex. . They didn’t find it to be very convenient and simple.
20. 20
12%
66%
22%
Availability Of Colors
Wide
Limited
Very few
Table 8: Table showing availability of Color variants for customer in the showroom.
Availability of colors In numbers In percentage
Wide 06 12
Limited 33 66
Very few 11 22
Total 50 100
Analysis: From the above table it can be understood that ‘limited range’ of colors is available
in this showroom as stated by 66% of the respondent, 12% stated that this showroom contains
‘wide colors” and 22% stated “very few range of color”.
Chart 8: Chart showing availability of Color variants for customer in the showroom.
Interpretation: Majority of the respondent i.e.66% stated that the availability of varied
colors in this showroom seems to be limited .It shows that customer is given a limited choice
in matter of color of the car.
21. 21
Table 9: Table showing respondent likelinessin suggesting to other friends & relatives.
Suggesting to friends In numbers In percentage
Yes 38 76
No 12 24
Total 50 100
Analysis: According to above table it shows that, 76% of the customers are very likely to
suggest this showroom to their friends / relatives. The 24% of the customers are reluctant to
suggest these showrooms to friends/relatives.
Chart 9: Chartshowing respondent likeliness in suggesting to other friends & relatives.
Interpretation: Majority of the respondents i.e. 76% are ready to suggest the car to other. It
is an indication of high satisfaction level andcustomers are happy with the service provided
by the showroom.
76%
24%
CustomerSuggesting To Other
yes
No
22. 22
Table 10: Table showing the reason for suggesting the showroom to others.
Reasons In numbers In percentage
Quick Service 12 24
Timely Response 9 18
Friendly Atmosphere 7 14
Trust Worthiness 19 38
Infrastructure 03 6
Total 50 100
Analysis: 38% of the respondents stated the reasons of “trust worthiness”,24% of the
respondents stated “ quick service” , 18% respondent stated “Timely response”, 14% state
friendly atmosphere and only 6% for infrastructure,
Chart 10: Chart showing the reason for suggesting the showroom to others.
Interpretation: Majority of the respondent i.e. 38% considered the trust worthiness to be the
reason for suggesting the showroom to other.
24%
18%
14%
38%
6%
Reason to Suggest Other
quick service
timely response
friendly atmosphere
trust wortiness
infrastructure
23. 23
Table 11: Table showing the customer opinion about the equipment’s efficiency in the
showroom for the purpose of maintenance of the cars.
Ability of showroom In numbers In percentage
Excellent 19 38
Good 06 12
Satisfactory 14 28
Poor 07 14
Very poor 04 8
Total 50 100
Analysis: 38% of the respondent rated it as excellent as compared to other showroom another
majority of respondents i.e. 28% of them stated it as “satisfactory”. 14% of the respondent
said it is “poor”. 12 % stated as “good” and only 8% stated “very poor”.
Chart 11: Chart showing the customer opinion about the equipment presence in the
showroom for the purpose of maintenance of the cars.
Interpretation: Out of 50 customers, Majority of customer stated thatthe showroom has
excellent equipment in maintaining the cars.
38%
12%
28%
14%
8%
Equipments efficiency
Excellent
Good
Satisfatory
Poor
Very Poor
24. 24
Table 12: Table showing any inconvenience felt by customer after leaving their car for
service.
Inconvenience felt In numbers In percentage
Never 33 66
Sometimes 18 34
Always 0 0
Total 50 100
Analysis: 66% of the respondent have “never” felt any inconvenience, whereas 34% have felt
“sometime” and none of them have felt “always”.
Chart 12: Chart showing any inconvenience felt by customer after leaving their car for
service.
.
Interpretation: As majority of 66% of respondent had positive attitude towards the customer
service of Laxmi Hyundai.
66%
34%
0%
Inconvenience Felt by Customer
Never
Sometimes
Always
25. 25
Table 13: Table showing whether the customer had raised any complaints against the
problem faced by him/her to the management.
Complaint Raised In numbers In percentage
Yes 16 30
No 34 70
Total 50 100
Analysis: As 30% respondent say that they have raised some issue where as 70% of the
respondent says that they haven’t raised any issue till date.
Chart 13: Chart showing whether the customer had raised any complaint against the problem
faced by him/her to the management.
Interpretation: As majority of respondent i.e. 70% had replied that they never had to
approach the management for any problems.
30%
70%
Complaint Raised
Yes
No
26. 26
Table 14: Table showing reasons for complaining.
Issue Raised In numbers In percentage
Wrong communication by salesman 6 37
Actual bill exceeding the estimated bill 4 25
Fall in performance of the car after service 2 13
Delay in handling over the vehicles 3 19
Infrastructure 1 6
Total 16 100
Analysis : As 37% respondent replied that the issue/problem faced by them was the wrong
communication by the salesman, whereas 25% of respondent replied that their actual bill
exceeded the estimated bill,13% replied fall in performance of the car after service,19%
stated delay in handling over the vehicles and 6% had issue on infrastructure.
Chart 14: Chart showing reasons for complaining.
Interpretation: As majority 37% respondent had problem on wrong communication by sales
man.
37%
25%
13%
19%
6%
Issue of Complaint Raised By Respondent
Wrong communication by
salesman
Actual bill exceeding the
estimated bill
Fall in performance of the car
after service
Delay in handling over the
vehicles
27. 27
Table 15: Table showing whether the problem was cleared by the management or not.
Complaint solved In numbers In percentage
Yes 13 81
No 3 19
Total 16 100
Analysis:Maximum percentage of respondent i.e. 81% replied that there problem were
solved by the management ,whereasthe rest 19% stated that their problem were not taken
care by the management.
Chart 15: Chart showing whether the problem was cleared by the management or not.
Interpretation: As majority of respondent (81%) were satisfied with the management, as
their problem were taken good care by the Laxmi Hyundai management.
81%
19%
Problem Solved by Management
yes
NA
28. 28
Table 16: Table showing duration to solve the issue by the management.
Duration to solve the issue In numbers In percentage
Within few hours 6 46
Within 1 day 3 23
With 1 week 2 15
More than 1 week 1 8
More than 2 week 1 8
Total 13 100
Analysis :As 46% respondent replied that their issue were solved with in few hours by the
management but rest 23% replied within 1 day,15% replied with in 1 week,8% replied more
than 1 week and 8 % more than 2 week for their problem to be solved by the management.
Charts 16: : Table showing duration to solve the issue by the management.
Interpretation: As majority 46% respondent had positive response for their issue which was
send to the management. As their complaints where replied with in 1 hour after their
complaint being registered. This was due to good CRM techniques used by Laxmi Hyundai
to face and handle complaints.
46%
23%
15%
8%
8%
Timetaken to Solve the Issue
within 1 hour
within 1 day
within 1 week
more than 1 week
more than 2 week
29. 29
6%
20%
58%
10% 6%
After Sales Service
Excellent
Good
Satisfactory
poor
very poor
Table 17: Table showing how the customers rate the service after sale.
After sales service In numbers In percentage
Excellent 3 6
Good 10 20
Satisfactory 29 58
Poor 05 10
Very Poor 03 6
Total 100 100
Analysis: 58% of the respondents stated the “after sales service” to be satisfactory. This
shows that the after sales service in not such effective as stated by the respondents, 20% of
the respondents said that was “good”, only 6% as excellent and almost 6% found it to be
“poor” and “very poor”.
Chart 17: Chart showing how the customer rates the service after sale.
Interpretation :The "after sales service" is stated by most i.e. 58% as "satisfactory" and a
very few stated it as "excellent" and "good".
30. 30
Table 18: Table showing regarding overall all experience of the customer with this
showroom.
Overall experience In numbers In percentage
Excellent 17 34
Good 10 20
Satisfactory 13 26
poor 7 14
Very poor 3 6
Total 50 100
Analysis: Out of the respondents, 34% have stated their experience as “excellent”, 20% as
“good”, 26% as “satisfactory”. 14% have stated it as “poor” and only 6% stated it as”very
poor”. This shows that on the whole customers are just “satisfied” with the services offered
at this showroom.
Chart 18: Chart showing regarding overall all experience of the customer with this
showroom.
Interpretation: The overall experience of the customer is found to be "excellent" as state by
34% of the respondents.
34%
20%
26%
14%
6%
Overall Experience
Excellent
Good
Satisfactory
poor
Very poor
31. 31
FINDINGS
From the responses of 50 customers the findings can be listed as:
1. It has been found that the newspaper and magazine are the major source of awareness
about the dealer.
2. The ambience of the showroomis "excellent" as stated by most of the customers. This is
a good indicator for the showroom.
3. The staff response is found to be "Responsive" rather than co-operative. It seems "Staff"
doesn't respond until asked for. This may lead negative impact on the perception of the
customers about this showroom.
4. Time taken to attend the customercall is considered as "reasonable" by the most of the
respondent.
5. It seems most of the customers found the "sales executive explanation" just
"Satisfactory" than "Convincing". Few (20 out of 50) even stated that sales executives
don't explain all the features unless asked.
6. The process involved in providing financial facilities is considered as (68% of
respondents) as very complex & time consuming. They don't find it very convenient.
7. As most of the customer states that the “after sales service" provided by the showroom
is just “satisfactory" therefore the company needs to be consider this issue seriously in
order to satisfy more customer in near future.
8. The availability of varied colors in this showroom seems to be very limited as stated by
most of respondents. It shows that customer is given a limited choice in matter of color
of the car.
9. As much as 76% of respondent have stated that they are very likely to suggest this
showroom to their friendsrelatives. . It is an indication of high satisfaction level and
customers are happy with the service provided by the showroom.
10. As most of the respondent i.e. 38% considered the trust worthiness to be the reason for
suggesting the showroom to other.
11. Most of respondent stated that the equipment used for the maintaining the vehicles was
excellent.
12. As most of the respondent had replied that they had never felt any inconvenience after
leaving their car for service. It shows that Hyundai has built the trust in the mind of the
customer.
32. 32
13. The number of respondent responded that they had never come across any complaints
or issued to be raised against the Hyundai. This shows that Hyundai was providing
better CRM.
14. Out of 16 respondent only 6 had an issue of complaint regarding the wrong
communication by sales man so Hyundai should provide proper training to the sales
person.
15. Most of the respondents were satisfied with the management, as their problem was
taken good care by the Hyundai management.
16. Majority of the respondent had positive response for their issue which was send to the
management. As their complaints were resolvedwithin 1 hour after their complaint
being registered. This was due to good CRM techniques used by Hyundai to face and
handle complaints.
17. Majority of the customer stated that their overall experience towards the showroom was
found to be "excellent”.
33. 33
RECOMMENDATIONS
An attempt has been made to suggest to the CRM department of the
showroom a few measures. These recommendations have been made within the preview of
the data available.
1. The staff should be trained on regular basis, such that customers find them very co-
operative.
2. The time taken in attending the customer call needs to be minimum.Effective and less
time consumptions are the important factors, which determine customer relationship
management.
3. The sales executive should be trained adequately so as to "Convince" the potential
buyers, because his performance on job has great impact on CRM.
4. The process involved in providing financial facilities needs to be made simple as much
of the respondents stated it to be complex and time consuming.
5. After sales service should be more customized. A toll free facility should be introduced
which help the customer to define their problem. If possible a mobile unit can be
maintained so that customer need not have to bring car to the showroom in case of any
problems.
6. These days most of the people wish to have some graphics over their cars. This may be
a mix of color shades, some additional components etc. Showrooms may try to provide
these kinds of customized solutions not requiring the customer to go at some other
place.
7. Most people who buy cars wish to have fancy numbers. They spend considerable
amounts to get these fancy numbers. Showrooms may work in this aspect and get into
agreement with the registration office to provide these fancy numbers without taking
exorbitant charge.
8. More EMI schemes can be introduced as customers find it more convenient in paying a
EMI.
9. A call to the customers as per the schedule of service to know the working of car so that
prompt service can be provided in case of need.
10. Extra offer to customer on referring to his friends/relatives.
11. Maintaining the high level of customer convincing.
12. Introduce the online booking facilities for customer to service their cars.
34. 34
CONCLUSION
On the basis of simple random sampling the total sample size attended was 65 customers in
which 50 respondent were who owned the Hyundai vehicles. The data analysis was done with
help of techniques such as questioner and different survey method. The proceeding of this
study was done by a survey, which is an appropriate tool to maintain the level of customer
Relationship. A structured questionnaire was developed in the process. These tools helped in
analyzing the obtained information or results which projected certain findings and
recommendations. From the research, several issues are found which needs to be emphasized
for Hyundai was greater success. Marketing strategy adopted by the organization is attracting
huge customers. What have been noticed after interviewing around 50 customers that almost
75% of customers were happy and satisfied by the work of Hyundai. This shows that the
showroom and all the service departments are most popular among the customers and they
are doing the great job. Based on the findings of the study it is suggested that Hyundai should
do frequent market research on the basis of structured questionnaire to understand the
existing market situation and carry out the corrective measures or improvements as needed
for sales promotion. Hyundai Company should frequently improve in its complaints handling
system of customers to effectively manage such complaints of various customers and
encourage customers to give more positive feedback about the product and services. The
management must be able to collect and documents complaint and use that information to
identify dissatisfied customers. Finally, lack of stable government, no clear government rules
and regulations, heavy custom duties and taxes imposed on vehicles import, acute/heightened
competition in the sector are some of the areas where the government should focus to
improve and make the business more lucrative.
35. 35
BIBILIOGRAPHY
1. Indian management
2. Principles of marketing
3. Marketing management
Philip Kotler
4. Marketing research
G.C. Beri
5. Customer Relationship Management
- William G.zikmund
-Raymond mc. leod, JR
-Faye W. Gilbert
6. TATA Mc. Graw Hill, Marketing Management
-RajanSaxena
7. Customer relationship management
Jagdishsheth
Atulparvatiyar
G Shaniesh
Web sites-
www.Hyndai.com
www.sciencedirect.com
www.worldwide.hyundai.com
Journal :
njazz J. Chen, Karen Popovich, (2003) "Understanding customer relationship
management (CRM): People, process and technology", Business Process
Management Journal, Vol. 9 Iss: 5, pp.672 - 688
Jagdishsheth thought leader
Adrian Payne, PennieFrow (2005) A Strategic Framework for Customer
Relationship Management. Journal of Marketing: October 2005, Vol. 69, No. 4, pp.
167-176.
36. 36
QUESTIONNAIRES
Dear customer,
I am MBA student of, CT INSTITIUTE OF MANGEMENT AND
TECHNOLOGY doing a survey on customer relationship management with regard to this
showroom. I would be grateful to you if you could spare a few minutes to this questionnaire.
1. Do you own a car? YesNo.
i. If yes, please specify....................................................
2. How did you come to know about Hyundai Company?
i. Newspaper
Advertisement
ii. Social media
iii. Others, specify…………
iv. Websites
v. Friends
3. How do you find the ambience of this showroom?
i. Excellent
ii. Very good
iii. Good
iv. Satisfactory
v. Needs to be improved
4. How do you feel the staff responsiveness when you enter the showroom?
i. very Co-operative
ii. Co-operative
iii. Responsive
iv. Non-Co-operative
v. Highlynon-co-operative
5. What do you feel about the time taken by the receptionist of this service center
inattending your call?
i. Very quick
ii. Quick
iii. Reasonable
iv. Delay
v. Very much delay
37. 37
6. How do you find the sales executives explanation about the car features?
i. Convincing
ii. Satisfactory
iii. Non convincing
iv. Non satisfied
v. Unless asked
7. How do you find the process involved in providing the financial facilities by
showroom?
i. Very Simple
ii. Simple
iii. Moderate
iv. Complex
v. very complex
8. How do you find the availability of choice of car colors in this showroom?
i. Wide range
ii. Limited
iii. Very few
9. Will you suggest this showroom to your friend'srelatives?
i. Yes ii. No
A. If yes, because of
i. quick service
ii. Timely response
iii. Friendly atmosphere
iv. Trust worthiness
v. infrastructure
B. If No, please specify …………………………………………………….
10. How do you feel about the equipment’s used here to deal with carscompared to
others?
i. Excellent
ii. Good
iii. Satisfactory
iv. poor
v. very poor
38. 38
11. Have you felt inconvenience after leaving yours car for service with the dealer?
i. Always
ii. Sometimes
iii. Never
12. Have you raised any complaint against the problem/inconvenience faced by you to the
management?
i. Yes ii. No
a) The issue raised by you was related to
i. Wrong communication
ii. Actual bill exceeding the estimated bill
iii. Performance of car after service
iv. Delay in delivering the vehicles after service
b) If yes, was the problem/issue attended and solved by the management?
i. Yes
ii. No
c) How long did the management take to solve your issue?
i. Within few hrs.
ii. 1 day
iii. Within 1 week
iv. More than 1 week.
v. None
13. How do you rate after sales service of this showroom?
i. Excellent
ii. Good
iii. Satisfactory
iv. Poor
v. Very poor
39. 39
14. How is yours overall experience with this showroom?
i. Excellent
ii. Good
iii. Satisfactory
Personal profile
Name:-
Occupation:-
Address:-
Contact No.
Thank you for valuable time.