Presentation on maruti crm

PRESENTATION ON CRM OF MARUTI SUZUKI,[object Object],PRESENTED BY,[object Object],RAJDEEP SHARMA,[object Object],VIKAS KUMAR SINGH,[object Object],KUMAR ANAD,[object Object],ATUL NAGAR,[object Object]

Introduction,[object Object],Established in 1981.,[object Object],Joint venture agreement with Suzuki.,[object Object],Maruti is the highest volume car manufacturer.,[object Object]

OBJECTIVES,[object Object],Modernization of the Indian Automobile Industry.,[object Object],Production of fuel-efficient vehicles to conserve scarce resources.,[object Object],Production of large number of motor vehicles which was necessary for economic growth,[object Object]

Segment and Brand,[object Object],Product,[object Object],Four Wheelers,[object Object],Maruti 800,[object Object],Maruti Alto,[object Object],MarutiBaleno,[object Object],MarutiEsteem,[object Object],Maruti Gypsy King,[object Object],Maruti Omni,[object Object],Maruti Suzuki SX4,[object Object],Maruti Swift,[object Object],Maruti Versa,[object Object],MarutiKazasi,[object Object]

MAJOR COMPETITORS,[object Object],Hyundai Motor India Limited,[object Object],Tata Motors,[object Object],Mahindra & Mahindra,[object Object],Toyota,[object Object],Ford,[object Object],Mitsubishi,[object Object],GM,[object Object]

Maruti and CRM,[object Object],Maruti created a land-mark in CRM.,[object Object],Maruti is investing a lot of money and effort in building customer loyalty programs.,[object Object]

Maruti True Value Out let,[object Object],Marutihas aided customers by providing them the facility to bring their vehicle to a 'Maruti True Value' outlet and exchange it for a new car, by paying the difference. They are offered loyalty discounts in return. This helps them retain the customer.,[object Object]

Maruti Call Center,[object Object],Maruti has proper customer complain,[object Object],handling cell under the CRM dept. The,[object Object],CIC will help MUL rapidly build an,[object Object],information pool of over 3 million Maruti,[object Object],owners as well as that of its prospective.,[object Object]

Marution Road Services,[object Object],Round-the-clock services in most of the cities.,[object Object],A computerized call-monitoring system dispatches a mobile MOS Vento the customer at the earliest.,[object Object]

Market Research Department,[object Object],Their Market Research department remains on its toes to study the changing consumer behavior and market needs.,[object Object],Maruti enjoys 70%repeat buyers which further bolsters their claim of being customer friendly,[object Object]

Availability of easy finance,[object Object],Maruti has also made the customer experience hassle free and helped building customer satisfaction by developing different revenue streams in the form of Maruti Insurance and Maruti finance .,[object Object]

Other advantages: which help in CRM,[object Object],A Buying Experience Like No Other :,[object Object],Maruti Suzuki has a sales network of 307 state-of –the art show rooms across 189 cities, with a workforce of over 6000 trained sales personnel to guide MUL customers in finding the right car.,[object Object]

Quality Service Across 1036 Cities,[object Object],In the J.D. Power CSI Study Maruti Suzuki scored the highest across all 7 parameters:,[object Object],1.least problems experienced with vehicle serviced.,[object Object],2.highest service quality.,[object Object],3. best in-service experience.,[object Object]

4.best service delivery.,[object Object],5.best service advisor experience.,[object Object],6. most user-friendly service and,,[object Object],7.best service initiation experience.,[object Object]

One Stop Shop,[object Object],At Maruti Suzuki, customers will find all car related needs met under one roof. Whether it is easy finance, insurance, fleet management services, exchange - MarutiSuzuki is set to provide a single-window solution for all car related needs.,[object Object]

The Low Cost Maintenance Advantage,[object Object],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.,[object Object]

Lowest Cost of Ownership,[object Object],The highest satisfaction ratings with regard to cost of ownership among all models are all MarutiSuzuki vehicles: Zen, Wagon R, Esteem, Maruti 800, Alto and Omni.,[object Object]

CRM Through Social Relationship,[object Object],In 1999 Launch of Maruti– Suzuki innovative traffic beat in Delhi and Chennai as social initiatives.,[object Object],Maruti Driving School-Available in all major cities. Lady trainer for lady customer.,[object Object],All these CRM strategies have helped MUL maintain its existing customers and generate new ones.,[object Object]

Presentation on maruti crm

Presentation on maruti crm

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