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.

1. PRESENTATION ON
CRM OF
HYUDAI ULTIMATE AUTOMOBILES Pvt. Ltd.
Presented To:- Presented By:-
Mrs. Anupa Sharma Ritesh Kumar
(Asst. Prof.) SDDIMS
SDDIMS MBA 3rd Sem

2. INTRODUCTION TO AUTMOBILE INDUSTRY
 Automobile industry is the business of producing and selling
self-powered vehicles, including passenger cars, trucks, and
other commercial vehicles.
 The automobile industry is a wide range of companies and
organizations involved in the design, development,
manufacturing, marketing, and selling of motor vehicles.
 The auto industry has become one of the largest purchasers of
many key industrial products.
 The Two Wheelers segment, with 81 per cent market share, is
the leader of the Indian Automobile market.

3. INTRODUCTION TO HMIL
 Hyundai Motor Company (HMC) founded in 1967 and
selected Cortina as its very first vehicle with Ford Motor
Company.
 Hyundai Motor India Limited was formed in 1996 by
the Hyundai Motor Company (HMC) of South Korea.
 Hyundai Motor India Ltd is a wholly owned subsidiary of
the Hyundai Motor Company (HMC) in India.
 HMIL's first car, the Hyundai Santro was launched on 1998.
 HMIL has two manufacturing plants in Sriperumbudur,
Kanchipuram of Tamil Nadu.

4. HYUNDAI BRAND SLOGAN

5. CURRUNTLY MANUFACTURING PRODUCTS
OF HMIL
1. Hyundai i10 (launched 2010)
3.Hyundai Eon (Launched 2011)
2. Hyundai Elantra (Launched 2010)
4. Hyundai 4S Fluidic Verna (Launched 2011)

6. Cont....
5. Hyundai Grand i10 (Launched 2013) 6. Hyundai Xcent (Launched 2014)
7. Hyundai Elite i20 (Launched 2014) 8. Hyundai i20 Active (Launched 2015)

7. Cont....
9. Hyundai Creta (Launched 2015)

8. INTRODUCTION TO CUSTOMER RELATIONSHIP
MANAGEMENT
 Customer relation is a tool for identifying way to create more
customer value & satisfaction.
 Customer relationship management (CRM) is a system for
managing a company’s interactions with current and future
customers.
 This is the process of managing detailed information about
individual customer and carefully managing all the customers
touch points with the aim of maximizing customer loyalty.
 It deals with all aspects of acquiring, keeping, and growing
customers.

9. 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 Ultimate Automobiles Pvt. Ltd.”
Objectives in Detail:
1. Help the company to retain the Existing Customers.
2. To determine the satisfaction level of the customers toward company.
3. To identify different customers needs in regards to the Hyundai Ultimate
Automobiles Pvt. Ltd. car’s services.
4. To enable the company’s Customer Relationship Management to handle the
customer’s queries more effectively and efficiently.

10. RESEARCH METHODOLGY
 What is Research:
Research commonly refers to the search for knowledge. It is the scientific and systematic
search for collection of information on a specific topic. In fact research is an art of scientific
investigation.
 Research Methodology:
Research methodology is to systematically solve the problem. . The research methodology
includes the research methods or techniques used to solve the research problem
 Problem statement:
The present project is faced with the problem to study “Customer Relationship Management”
 RESEARCH DESIGN:
A research design is the arrangement of conditions for collection and analysis of data in a
manner that aims to combine relevance to the research purpose with economy in procedure.

11. Cont....
 TYPES OF RESEARCH DESIGN
 SAMPLING AND SAMPLING DESIGN:
Sampling may be defined as the selection of some part of an aggregate or totality
on the basis of which a judgment is made.
 DATA COLLECTION:
• Primary Source
• Secondary Source
TYPES OF
RESEARCH DESIGN
EXPLORATORY
RESEARCH DESIGN
DESCRIPTIVE &
DIAGNOSTIC
RESEARCH DESIGN
EXPERIMENTAL
RESEARCH DESIGN

12.  SAMPLE UNITS AND TECHNIQUES
Cont....
Areas Panchkula
Sources of information Primary and secondary data
Data collected method Questionnaire’s
Types of questions used Multiple choice
Target Owner of Hyundai Car
Sampling method Random sampling
Sample size 50 car owner of Hyundai car

13. DATA ANALYSIS
& INTERPRETATION

14. Q.1. Do you own a Hyundai car?
Table 1: Following table showing the number of people who possessed a car:
Chart 1: Following chart showing the number of people possesses car:
Possessing a car In Number In Percentage
Yes 40 80
No 10 20
Total 50 100
80%
20%
People Possessing Car
Yes
No

15. Q. 2. How did you come to know about Hyundai Ultimate Automobiles Ltd. Pvt.?
Table 2: Following table showing the sources of awareness:
Chart 2: Chart showing the sources of awareness:
Awareness In Numbers In Percentage
Newspapers 8 20
Magazines 6 15
Friends 16 40
Social media 2 5
Other 8 20
Total 40 100
20%
15%
40%
5%
20%
Sources of Awareness
Newspapers
Magezines
Friends
Social Media
Other

16. Q. 3. Are you satisfied with the ambience of the company?
Table 3: Table showing the ambience of the company:
Chart 3: Chart showing the Ambience of the company:
Ambience In Numbers In Percentage
Very Satisfied 26 65
Satisfied 8 20
Neutral 4 10
Not Satisfied 2 5
Total 40 100
65%
20%
10%
5%
Ambience of the company
Very Satisfied
Satisfied
Neutral
Not Satisfied

17. Q. 4. What do you felt about the time taken by the receptionist of the company in
answering your call?
Table 4: Table showing the time taken by receptionist in answering a customer call.
Chart 4: Chart showing the time taken by receptionist in attending a customer call.
Time Taken In Numbers In Percentage
Very Quick 6 15
Quick 8 20
Reasonable 22 55
Delayed 4 10
Total 40 100
15%
20%
55%
10%
Time Taken in Answering Customer's call
Very Quick
Quick
Reasonable
Delayed

18. Q. 5. What do you feel about the staff responsiveness when you enter the company?
Table 5: Table showing the staff responsiveness when the customer enter the company.
Chart 5: Chart showing the company‘s staff responsiveness when customers enter the
company.
Staff response In Numbers In Percentage
Spontaneous 30 75
lethargic 10 25
Total 40 100
75%
25%
Staff Responsiveness
Spontaneous
lethargic

19. Q. 6. What do you find the sales executives performance?
Table 6: Following table showing the sales executive performance:
Chart 6: Following chart showing the sales executive performance:
Explanation In Number In Percentage
Convincing 8 20
Satisfactory 20 50
Not Satisfactory 12 30
Total 40 100
20%
50%
30%
Sales Executive Performance
Convincing
Satisfctory
Not Satisfactory

20. Q. 7. Are all the launched colors of the car available at the outlet?
Table 7: Following table showing the availability of colors of cars at outlet:
Chart 7: Following chart showing the availability of colors of cars at outlet:
Availability In Number In Percentage
Adequate 22 55
Inadequate 18 45
Total 40 100
55%
45%
Availabilty of Color of Cars
Adequate
Inadequate

21. Q. 8. What do you feel about the procedure involving the delivery of the vehicle?
Table 8: Following table shows procedure involving delivery of the vehicle:
Chart 8: Chart shows procedure involving delivery of the vehicle:
Procedure of Delivery of Car In Numbers In Percentage
Quick 20 50
On Time 14 35
Delayed 6 15
Total 40 100
50%
35%
15%
Procedure of Delivery of Car
Quick
On Time
Delayed

22. Q. 9. How do you find the process involved in providing the financial facilities by company?
Table 9: Table showing the opinion of the customer about the process involved in providing
financial facilities:
Chart 9: Table showing the opinion of the customer about the process involved in providing
financial facilities:
Process of Financial Facility In Numbers In Percentage
Very Simple 00 00
Simple 2 5
Moderate 14 35
Complex 20 50
Very Complex 4 10
Total 40 100
0% 5%
35%
50%
10%
Process Invoveled in Providing Financial
Facilities
Very Simple
Simpple
Moderate
Complex
Very Complex

23. Q. 10. Have you felt any inconvenience after leaving yours car for service with the dealer?
Table 10: Following table showing any inconvenience felt by the customers after leaving
their car for service:
Chart 10: Following chart showing any in convenience felt by the customers after leaving
their car for service:
Inconvenience In Numbers In Percentage
Never 28 70
Sometimes 12 30
Always 00 00
Total 40 100
70%
30%
0%
Inconvenience Felt by the Customers
Never
Sometimes
Always

24. Q. 11. How do you rate after sales service of this company?
Table 11: Table showing the performance about after sale service of the showroom.
Chart 11: Chart showing the performance about after sale service of the showroom:
After Sale Service In Numbers In Percentage
Excellent 8 20
Good 16 40
Average 10 25
Poor 4 10
Very Poor 2 5
Total 40 100
20%
40%
25%
10%
5%
After Sale Service
Excellent
Good
Average
Poor
Very Poor

25. Q. 12. Have you raised any complaint against the problem faced by you to the company?
Table 12: Following table showing that whether the customer raised any complaint
against the problem faced by them to the management:
Chart 12: Following table showing that whether the customer raised any complaint
against the problem faced by them to the management:
Complaint In Number In Percentage
Yes 8 20
No 32 80
Total 40 100
20%
80%
Raised Complaints
Yes
No

26. Q. 13. How much time the company takes to take actions regarding your complaints?
Table 13: Table showing duration to solve the problem faced by the customers:
Chart 13: Chart showing duration to solve the problem faced by the customers:
Duration of Solution In Numbers In Percentage
Within Few Hours 4 50
Within 1 Day 2 25
Within 1 Week 2 25
Within 2 Weeks 0 00
More than 2 Weeks 0 00
Total 8 100
50%
25%
25%
0% 0%
Solution of Problems
Within Few Hours
Within 1 Day
Within 1 Week
Within 2 Weeks
More Than 2 Weeks

27. Q. 14. Are you satisfied with the overall service of the company ?
Table 14: Table showing the overall satisfaction about the service of the company:
Chart 14: Chart showing the overall satisfaction about the service of the company:
Overall Experience In Numbers In Percentage
Excellent 18 45
Good 12 30
Average 6 15
Poor 2 5
Very Poor 2 5
Total 40 100
45%
30%
15%
5%
5%
Overall Experience
Excellent
Good
Average
Poor
Very Poor

28. FINDINGG

29. FINDING
1. It has been found that majority of the respondents owned car.
2. It has been found that the friends play an major role in awareness for the
customer as compare to other source such as- newspaper, magazines and
social media.
3. Mostly respondents stated that they were very much satisfied with the
ambience of the company.
4. Time taken by receptionist in answering the call of the customer was
reasonable as per the respondent, in which mostly customers got solutions for
their quarries.
5. Majority of the customer felt spontaneous responsiveness of the staff of the
company whenever they enter in the company.
6. Majority of the respondent were satisfied with the performance of the sales
executive of the company.
7. There is somewhere neutral response about the availability all of all the colours
of the car at the outlet as per the respondents.

30. Cont.....
8. The procedure of the delivery of the vehicle to the customers is quick and
sometimes it is on specified time.
9. Majority of the customers felt that company’s process of providing
financial facility is complex, which is negative thing of the customers.
10. Majority of the customers never felt any kind of inconvenience after
leaving their car with company for service.
11. It has been found that the after sale service of the company is good.
12. Mostly respondents faced no problem for which they have to complaint.
13. It has been found that company takes action regarding the compaints of
the customers within in few hours or sometime it takes a day.
14. Majority of the customers are highly satisfied with the overall services
of the company.

31. CONCLUSION

32. ANNEXURE

33. HYUNDAI ULTIMATE AUTOMOBILES Pvt. Ltd.
Customer Relationship Measurement
Dear Customer,
Please rate our performance on the following parameters and give the priority to
these parameters which will be a bench mark for our improvement and will enable us to provide
you better service.
1. Do you own a Hyundai car?
I. Yes II. No
2. How did you come to know about Hyundai Ultimate Automobiles Pvt. Ltd.?
I. Newspaper II. Magazines
III. Friends IV. Social Media
V. other, specify…………
3. Are you satisfied with the ambience of the company?
I. Very Satisfied II. Satisfied
III. Neutral IV. Not Satisfied
4. What do you feel about the time taken by the receptionist of the service center in attending your call?
I. Very quick II. Quick
III. Reasonable IV. Delayed

34. 5. What do you feel about the staff responsiveness when you enter the company?
I. Spontaneous II. Lethargic
6. What do you find the sales executives performance?
I. Convincing II. Satisfactory
III. Not Satisfactory
7. Are all the launched colors of the car available at the outlet?
I. Adequate II. Inadequate
8. What do you feel about the procedure involving the delivery of the vehicle?
I. Quick II. On Time
III. Delayed
9. 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

35. 10. Have you felt any inconvenience after leaving yours car for service with the dealer?
I. Always II. Sometimes
III. Never
11. How do you rate after sales service of this showroom?
I. Excellent II. Good
III. Average IV. Poor
V. Very poor
12. Have you raised any complaint against the problem faced by you to the
management?
I. Yes II. No
13. How much time the company takes to take actions regarding your complaints?
I. With in few hours II. Within 1 day
III. Within 1 week IV Within 2 weeks
V. More than two weeks

36. 14. Are you satisfied with the overall service of the company ?
I. Highly Satisfied II. Satisfied
III. Less Satisfied IV. Not Satisfied
Personal info.
Name:-.......................................................
Occupation:-..............................................
Address:-....................................................
....................................................
....................................................
Contact No.:- +91-.....................................

37. MANY THANKS FOR LISTENING