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CUSTOMER RELATIONSHIP

MANAGEMENT


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AGENDA

Company Introduction

MS Autos Objectives

CRM Practices

Types Of CRM

CRM Station


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INTRODUCTION

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 tenyears in a row in annual survey by J D Power Asia Pacific.


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OBJECTIVES

Modernization of the Indian Automobile Industry.

Production of fuel-efficient vehicles to conserve scarce

resources.

INTRODUCTION


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PRODUCTS

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

INTRODUCTION


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M JOR COMPETITORS


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MARUTI AND CRM

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


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MARUTI AND CRM

Availability of easy finance

True Value Outlet

On Road Service


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Market Research DepartmentTheir 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 AND CRM

Maruti has proper customer complain handling cellunder 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


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MegaCamps

MARUTI AND CRM

Sports Events


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Analytical CRM

MARUTI AND CRM


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Operational CRM

MARUTI AND CRM


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MARUTI AND CRM

Sales Intelligence CRM

Collaborative CRM


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OTHER ADVANTAGE: WHICH HELP IN CRM

A Buying Experience Like No Other

Maruti Suzuki has a sales network of 307 state-of -the-artshowrooms across 189 cities, with a workforce of over 6000 trainedsales personnel to guide MUL customers in finding the right car.

Quality Service Across 1036 CitiesIn 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,


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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 CSIstudy also reveals that 97% of Maruti Suzuki ownerswould probably recommend the same make of vehicle,while 90% owners would probably repurchase the samemake of vehicle.



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One Stop ShopAt Maruti Suzuki, customers will find all car related needsmet under one roof. Whether it is easy finance, insurance,fleet management services, exchange- Maruti Suzuki is set toprovide a single-window solution for all car related needs.

The Low Cost Maintenance AdvantThe acquisition cost is unfortunately not the only costcustomers face when buying a car. Not so in the case of aMaruti Suzuki. It is in the economy segment that theaffordability of spares is most competitive, and it is herewhere Maruti Suzuki shines.

Lowest Cost of OwnershipThe highest satisfaction ratings with regard to cost ofownership among all models are all Maruti Suzuki vehicles:Zen, Wagon R, Esteem, Maruti 800, Alto and Omni.



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CRM THROUGH SOCIAL RELATIONSHIP

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

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

Institute of Driving Training and Research.


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ENQUIRYBOOKIN

G

DELIVER

Y

AFTER

SALES

SERVICE

Reminder Call

Positive/Negativ

e

Water/Professional

Positive/Negativ

eWater

Juice

Tea & BiscuitSnacks

Friendly

Flowers

Chocolates

Ganesh Ji

Positive/Negativ

e

Water

Cold DrinkTea & Biscuit

Friendly

Station 1 Station 2 Station 3 Station

STATIONS OF EXPERIENCE

Positive/Negative

Full technical tests

Pre Advance -

Booking

Launch


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Ravi Kalra (83)

Shiva Kumar (98)

Tarun Mishra (110Vishal Arora (116)

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