c

c 


m Maruti Udyog Ltd was estd. in 1981

m Joint venture agreement with Suzuki Motor in

1983 with 26% of equity.

m In 1987 Suzuki raises equity to 40%

m In1992 Suzuki again raises equity up to 50%

and Maruti become a non-government
organization managed on the lines of
Japanese management practices.

m Maruti is the highest volume car manufacturer

in
Asia, outside Japan and Korea

 
 
c 

m Modernization of the Indian Automobile
Industry.

m Production of fuel-efficient vehicles to

conserve
scarce resources.
 m Production of large number of motor vehicles
which
was necessary for economic growth




èyundai Motor India Limited
Tata Motors
èindustan Motors
Mahindra & Mahindra
PAL
Toyota
Ford
Mitsubishi
GM



m Maruti created a land-mark in CRM by

launching a website for the customers in
the year 1998.

m Maruti is investing a lot of money and

effort in building customer loyalty
programs.

m Maruti Auto Card-- Auto Card brings the

 customer all the advantages of an
international credit card and gives customer
various opportunities.

m 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.

m 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 prosp ective

 

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 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

£
#$ %&  

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.

'!#  £()*+

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.


  

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 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.
&,,

The highest satisfaction ratings with regard to

cost of ownership among all models are all Maruti
Suzukivehicles: Zen, Wagon R, Esteem, Maruti
800, Alto and
Omni

All these CRM strategies have helped

MUL maintain its existing customers and
generate new ones