Group 12 crm (maruti suzuki)

Company Introduction

MS Auto’s Objectives

CRM Practices

Types Of CRM

CRM Station

Maruti Udyog Ltd was estd. in 1981 Joint venture agreement with Suzuki Motor in 1983 18.28% of the company was owned by the Indian

government, and 54.2% by Suzuki of Japan. The Indian government held an initial public offering

of 25% of the company in June 2003. As of 10 May 2007, Govt. of India sold its complete share to Indian financial institutions.

Customer satisfaction among all car makers in India for ten years in a row in annual survey by J D Power Asia Pacific.

 OBJECTIVES   Modernization of the Indian Automobile Industry. Production of fuel-efficient vehicles to conserve

scarce resources.  

Maruti 800 Maruti Alto Maruti Grand Vitara

XL-7 Maruti Gypsy King Maruti Omni Maruti Suzuki SX4 Maruti Swift Maruti Versa Maruti Vitara Maruti Wagon-R Maruti Zen  

Maruti created a land-mark in CRM by launching a website for the customers in the year 1998

Maruti is investing a lot of money and effort in building customer loyalty programmes

Maruti Auto Card

Availability of easy finance

True Value Outlet

On Road Service

Market Research Department Their Market Research department remains on its

toes to study the changing consumer behaviour and market needs. Maruti enjoys 70%repeat buyers which further bolsters their claim of being customer friendly

Maruti has proper customer complain handling cell under the CRM dept. The CIC will help MSL rapidly build an information pool of over 3 million Maruti owners as well as that of its prospective customers

Maruti Call Center

Mega Camps

Sports Events

Analytical CRM

Operational CRM

Sales Intelligence CRM

Collaborative CRM

A Buying Experience Like No Other Maruti Suzuki has a sales network of 307 state-of -the-art

showrooms across 189 cities, with a workforce of over 6000 trained sales personnel to guide MUL customers in finding the right car.

Quality Service Across 1036 Cities In the J.D. Power CSI Study Maruti Suzuki scored the

highest across all 7 parameters:

1.least problems experienced with vehicle serviced,

2.highest service quality,

3. best in-service experience,

4.best service delivery,

5.best service advisor experience,

6. most user-friendly service and

7.best service initiation experience.

92% of Maruti Suzuki owners feel that work gets done right the first time during service. The J.D. Power CSI study also reveals that 97% of Maruti Suzuki owners would probably recommend the same make of vehicle, while 90% owners would probably repurchase the same make of vehicle.

One Stop Shop At Maruti Suzuki, customers will find all car related

needs met under one roof. Whether it is easy finance, insurance, fleet management services, exchange- Maruti Suzuki is set to provide a single-window solution for all car related needs.

The Low Cost Maintenance Advant The acquisition cost is unfortunately not the only cost

customers face when buying a car. Not so in the case of a Maruti Suzuki. It is in the economy segment that the affordability of spares is most competitive, and it is here where Maruti Suzuki shines.

Lowest Cost of Ownership The highest satisfaction ratings with regard to cost of

ownership among all models are all Maruti Suzuki vehicles: Zen, Wagon R, Esteem, Maruti 800, Alto and Omni.

In 1999 Launch of Maruti - Suzuki innovative traffic beat in Delhi and Chennai as social initiatives.

Maruti Driving School-Available in all major cities. Lady trainer for lady customer.

Institute of Driving Training and Research.

ENQUIRY BOOKING

DELIVERY

AFTER SALES

SERVICE

Reminder Call

Positive/Negative

Water/Professional

Positive/Negative

WaterJuice

Tea & BiscuitSnacksFriendlyFlowers

ChocolatesGanesh Ji

Positive/Negative

WaterCold Drink

Tea & Biscuit

Friendly

Station 1 Station 2 Station 3 Station 4

Positive/NegativeFull technical tests

Pre Advance -BookingLaunch

Ravi Kalra (83)Shiva Kumar (98)Tarun Mishra (110)Vishal Arora (116)