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PRESENTATION ONCRM OF MARUTI SUZUKI
PRESENTED BY
RAJDEEP SHARMA
VIKAS KUMAR
SINGH
KUMAR ANAD
ATUL NAGAR
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Introduction
• Established in 1981.
•
Joint venture agreement with Suzuki.
• Maruti is the highest volume car
manufacturer.
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OBJECTIVES
• Modernization of the Indian AutomobileIndustry.
• Production of fuel-efficient vehicles toconserve scarce resources.
• Production of large number of motor vehicleswhich was necessary for economic growth
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Segment and Brand
• Product
• Four Wheelers
• Maruti 800
• Maruti Alto
• Maruti Baleno
• Maruti Esteem
• Maruti Gypsy King
•
Maruti Omni• Maruti Suzuki SX4
• Maruti Swift
• Maruti Versa
•
Maruti Kazasi
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MAJOR COMPETITORS
• Hyundai Motor India Limited
• Tata Motors
•
Mahindra & Mahindra• Toyota
• Ford
• Mitsubishi
• GM
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Maruti and CRM
• Maruti created a land-mark in CRM.
• Maruti is investing a lot of money and effort in
building customer loyalty programs.
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Maruti True Value Out let
Maruti has 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.
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Maruti Call Center
Maruti has proper customer complain
handling cell under the CRM dept. The
CIC will help MUL rapidly build an
information pool of over 3 million Maruti
owners as well as that of its prospective.
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Maruti on Road Services
• Round-the-clock services in most of the cities.
• A computerized call-monitoring system
dispatches a mobile MOS Vento the customerat the earliest.
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Market Research Department
• Their Market Research department remains
on its toes to study the changing consumer
behavior and market needs.
• Maruti enjoys 70%repeat buyers which further
bolsters their claim of being customer friendly
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Availability of easy finance
• 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 .
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Other advantages: which help in CRM
• A Buying Experience Like No Other :
• 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.
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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.
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• 4.best service delivery.
•
5.best service advisor experience.
• 6. most user-friendly service and,
• 7.best service initiation experience.
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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 toprovide a single-window solution for all car
related needs.
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The Low Cost Maintenance
Advantage
• 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 inthe economy segment that the affordability of
spares is most competitive, and it is here
where Maruti Suzuki shines.
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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.
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CRM Through Social Relationship
• 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.
• All these CRM strategies have helped MUL
maintain its existing customers and generate
new ones.
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