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Customer Relationship Management

INTRODUCTION
CRM, or Customer relationship management, is a number of
strategies and technologies that are used to build stronger
relationships between companies and their customers. A
company will store information that is related to their
customers, and they will spend time analyzing it so that it
can be used for this purpose.
Some of the methods connected with CRM are automated,
and the purpose of this is to create marketing strategies
which

are

targeted

towards

specific

customers.

The

strategies used will be dependent on the information that is


contained

within

the

system.

Customer

relationship

management is commonly used by corporations, and they


will focus on maintaining a strong relationship with their
clients.
There are a number of reasons why CRM has become so
important in the last 10 years. The competition in the global
market has become highly competitive, and it has become
easier for customers to switch companies if they are not
happy with the service they receive. One of the primary
goals of CRM is to maintain clients. When it is used
effectively, a company will be able to build a relationship
with their customers that can last a lifetime. Customer
relationship management tools will generally come in the
form of software. Each software program may vary in the
way it approaches CRM. It is important to realize that CRM is
more

than

just

technology.

Customer relationship management could be better


defined

as being a methodology,

an approach that a

company will use to achieve their goals. It should be directly


connected to the philosophy of the company. It must guide
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Customer Relationship Management


all of its policies, and it must be an important part of
customer service and marketing. If this is not done, the CRM
system will become a failure. There are a number of things
the ideal CRM system should have. It should allow the
company to find the factors that interest their customers the
most. A company must realize that it is impossible for them
to succeed if they do not cater to the desires and needs of
their customers. Customer relationship management is a
powerful system that will allow them to do this.
It is also important for the CRM system to foster a philosophy
that is oriented towards the customers. While this may
sound like common sense, there are a sizeable number of
companies that have failed to do it, and their businesses
suffered as a result. With CRM, the customer is always right,
and they are the most important factor in the success of the
company. It is also important for the company to use
measures that are dependent on their customers. This will
greatly tip the odds of success in their favor. While CRM
should not be viewed as a technology, it is important to
realize that there are end to end processes that must be
created so that customers can be properly served. In many
cases, these processes will use computers and software.
Customer support is directly connected to CRM. If a company fails to
provide quality customer support, they have also failed with their CRM
system. When a customer makes complaints, they must be handled
quickly and efficiently. The company should also seek to make sure those
mistakes are not repeated. When sales are made, they should be tracked
so that the company can analyze them from various aspects. It is also
important to understand the architecture of Customer relationship
management. The architecture of CRM can be broken down into three
categories, and these are collaborative, operational, and analytical. The

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Customer Relationship Management


collaborative

aspect

of

CRM

deals

with

communication

between

companies and their clients.

OBJECTIVES OF THE STUDY


Primary objective:
To Study the CRM of BAJAJ ANITHA MOTORS ADONI.
Secondary objectives:
To know customer handling skills maintained by Bajaj,
Anitha Motors Adoni.
To know how customer satisfying toward Bajaj, Anitha
Motors Adoni.
To know consumer psychology towards BAJAJ.
To know what does it does for an organization.

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Customer Relationship Management

NEED FOR THE STUDY


For many years, organizations have endeavored to understand the
customers that they buy their products. Despite this, many organizations
fail to understand their customers at even the most rudimentary level.
Typically, an organization should be able to answer question such as:
What product did they last buy?
When did they make last call?
How did they undertake their last transaction-website? Email? Phone call?

WAP?

In reality, far too many organizations dont even know who their
customers are or, at the very least, how many they have.
Findings out who your customers are, what they want and providing
it seem to be a task fraught with difficulties. Ask any experienced
marketing manager and they will confirm that not only providing the
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Customer Relationship Management


product

or

service

but

understanding

and

managing

consumer

expectations are key to creating satisfied customers. Despite their efforts,


many will find that their customers still act indecisively, unpredictability,
UN productively, and often find themselves dissatisfied and disappointed
with the result of their transaction. Whats the solution?
By conducting a project work, how the organization will answer the
above question, and I will definitely suggest some solutions to the
organization in order to correct the errors in maintenance of CRM.

SCOPE OF THE STUDY


It is very much suitable and correct to the Bajaj, Anitha Motors
Adoni. To conduct the research on customer relationship management in
Adoni city is very time consuming process and it unable to survey in
Adoni. So, select the area A.A.S College road with simple size 100 and a
great scope to conduct project work in Adoni with reference Anitha
motors.

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Customer Relationship Management

RESEARCH METHODOLOGY
Marketing research means the systematic gathering, recording,
analyzing of data about problems relating to the marketing of goods and
services
Marketing research has proved an essential tool to make all the
need of marketing management. Marketing research therefore is the
scientific process of gathering and analyzing of marketing information to
meet the needs of marketing management. But gathering of observation
is must be systematic. The systematic conduct of research requires:

Orderliness, in which the measurements are accurate.

Impartiality in analysis and interpretation.


Research methodology is a systematic process of identifying and

formulating by setting objective and method for collecting, editing and


tabulating to find solution.
Definition:

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Customer Relationship Management


Research is a systematized effort to gain new knowledge Redman
and Mory
RESEARCH DESIGN:
Research design indicates the methods and procedure of conducting
research study. Research design can be done in following three types:1 Exploratory Research:Exploratory research focuses on the discovery of new ideas and is
generally based on secondary data.
2 Descriptive Researches:Descriptive research is undertaken when the researcher want to
know the characteristics of certain groups.
3 Causal or Experimental Researches:An experimental research is undertaken to identify causes and
effect relationship between two variables.

Exploratory:

These studies carried out to explore a subject.

The main objective is to help in defining a research problem and


generate a set of hypothesis or research question.

An exploratory study is undertaken when not known about the


situation at hand, or no information is available on how similar
problems have been solved in the past.

Exploratory research is undertaken to better comprehend the nature


of the problem.

Extensive interviews with many respondents will be taken to


understand and handle the situation.

In some cases explorative studies are important for obtaining a good


grasp of the phenomena of interest and advancing knowledge through
subsequent theory building and hypothesis testing
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Customer Relationship Management

Sampling size: 100


SAMPLING TECHNIQUES
Sampling unit: Who is to be surveyed?
The

Researcher

has

selected

youngsters,

businessmen,

and

housewives, employees to conduct survey and to measure satisfaction


level.
Sampling types: There are two types of sampling i.e. Probability
Sampling and Non probability Sampling.
1) Probability Sampling: Probability sampling means each unit of the universe has equal chance
of getting selected. The most frequently used probability sampling
methods are as below:
a) Simple Random Sampling: In statistics and survey methodology,
sampling is concerned with the selection of a subset of individuals from
within a population to estimate characteristics of the whole population.
Researchers rarely survey the entire population because the cost of
a census is too high. The three main advantages of sampling are that the
cost is lower, data collection is faster, and since the data set is smaller it
is possible to ensure homogeneity and to improve the accuracy and
quality of the data
b) Stratified Random Sampling.
c) Multi-stage Random Sampling.
d) Cluster Sampling.
e) Multi phase Sampling.
f) Replicated Sampling.
2)

Non Probability Sampling:Non Probability sampling contains following methods:-

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Customer Relationship Management


a) Judgment Sampling.
b) Convenience Sampling.
c) Panel Sampling.
d) Quota Sampling
Data Collection Methods
Data types:1. Primary data
2. Secondary data
1. Primary data:
Primary data is one which is collected by the investigator himself for
the purpose of a specific inquiry or study .Such data is original in
character and is generated by surveys conducted by individuals or
research institutions.

2. Secondary Data:
When an investigator uses the data which as already been collected
by others such data is called secondary data.
Data Collection Techniques:1. Observation Methods:
The method can be used to study sales techniques, customer
movements, customer response etc.
2. Experimentation Method:
It may be used in the following situations:
What is the best method for training salesman
What is the best remuneration plan for salesman
What is the effectiveness of a point of purchase
display
What package design should use
3. Questionnaire Method:

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Customer Relationship Management


The survey method is the technique of gathering data by asking
question from people who are thoughts to have the desired information.
Scale:
It is a tool or mechanism by which variables be measured
Types of Scales:1. Nominal scales:
It gives some basic, categorical gross information.
Ex: What is your gender?
1. Male 2. Female.
2. Ordinal Scales:
It helps the research to determine the percentage of respondents
who consider the most and the worst.
Ex: rank the following five characteristics in life
1. Character 2.Education 3.Love 4.money 5.Friendship

3. Interval Scales:
Interval scale not only groups individuals according to certain
categories and taps the order of those groups; it also measures the
magnitude of the differences in the preferences among the individuals.
Ex: what is your opinion on the importance of character in life
1. More important 2.Important 3.Cnt says 4.Not important 5.Nt at all
important
4. Ratio Scales:
The ratio scale not only measures the magnitude of the differences
between points on the scale but also explains the proposition in the
differences.
Ex: Weighing balance
Research instrument

A well-structured questionnaire

Sample size

: 100

Sampling procedure

: random sampling

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Customer Relationship Management


Statistical tool

: Simple percentage method

Sampling unit

Business

man,

self

employees,

teachers and
Students

LIMITATIONS OF THE STUDY


Every study has certain limitations. The conducted this survey
with so much concentration at each point, after all the efforts and
endeavor for the study, this is also having some limitations.

Time is measure constraint in project according to JNTU norms.


Sample size that is 100 because to population Adoni is high.
No sufficient data for to go for extreme research.
Different views and suggestions provided by the respondents are
subjected to personal bias.

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Customer Relationship Management

INDUSTRY PROFILE
The first Japanese motor cycle was introduced in the early 80s. Hero
Honda, TVS, and Suzuki brought in the first two strokes and four stroke
engine motor cycles respectively. These two employers initially started
with assembly of CKD kits and later on progressed to indigenous
manufacturing. In the 90s the major growth for motor cycle segment was
brought in by Japanese motor cycle, with grew at the rate of nearly 25%
CAGR in last five years.
Key players in the two wheeler industry:
There are many two wheeler manufactures in India. Major Player in
the two wheeler industry is hero Honda motors Ltd (HHML), Bajaj auto Ltd
and TVS motors company Ltd (TVS), Yamaha motor company Ltd (YML).
Around the turn of the 20th century, bicycle racing was big in the
USA Bicycles would race around big curved tracks called velodroms aided
by pacing machines powered by internal combustions engines, These
pacers were made In Europe and often broke down. A young designer
named Oscar Hedsom built his own America pacer. He met up with a racer
named George Hero Honda who had his own bicycle manufacturing plant
in Springfield, MA. The two combined force and created a bicycle powered
by an engine developed by Edstrom. Thus was born the Hence
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Customer Relationship Management


Manufacturing Company and the India motorcycle. They chose the name
India since it would signify an American product, George Hence became
known as the Big Chief (B.C) and Oscar Edstrom became known as the
medicine Man. The Factory was called the Wigwam and the dealer
network was called the Tribe.
The

company

finally

changed

its

name

from

the

Hendee

Manufacturing Company to the India Motorcycle company in 1923.The


first V-towns from Indian were produced in 1907.Hedstrom left the
company after a dispute in 1913 never to work in the motorcycle industry
again. In another dispute within the newly formed company, Hendee also
left the company in 1916 .The Company grew at a rapid rate but had
many competitors, most notably; Harley- Davison, India competed with
Harley-Davidson in the showrooms.

The racks and on the streets to determine which brand the war
continues to this day even though India was to go out of business for all
intents and purposes in 1954.Indian began making motorcycle in 1901 as
the Hedence Manufacturing company the first production model was in
1902 and143 units were produced.
In 1903 376 motorcycles were sold. It continued production through
1953 when it no longer made the classic Indian .in 1999 Indian motorcycle
were Again produced, this them by the Indian Motorcycle corporations.
This was not the same company but it did have rights to the Indian name
trademarks.
Present here a look at Indian models from the first prototype model
in 1901 to the present as provided by members. Gallery called 58 years
of India is provided that gives a picture an description for each model
year from 1901 to 2003.of this article discusses the founding and early
growth of the Indian motorcycle Company .Note the spelling here of
motorcycle instead of motorcycle. The term motorcycle was an
archaic word used in the nineteenth century to denote any horseless

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Customer Relationship Management


carriage, Indian wanted to distinguish itself the competition by using the
older word.
HISTRICAL INDUSTRY DEVELOPMENT:
Indian is the second largest manufacturer and producer of twowheelers in the world. Its stands next only to Japan and chain in terms of
the numbers of-wheelers produced and domestic sales respectively. This
distinction was achieved due to variety of reasons like restrictive policy
followed by the government of India towards the passenger car industry,
rising

demand

for

personal

transport,

inefficiency

in

the

public

transportation system etc.


The India two-wheeler industry made a small beginning in the early
50s when Automobile Products of India (API) started manufacturing
scooters in the county. Unit 1958, API and Enfield were the sole producers.
In 1948 Bajaj, Auto began trading in imported Vespa scooters and
three-wheelers. Finally, in 1960, it set up a shop to manufacturing them in
technical collaboration with Piaggio of Italy. The agreement expired in
1971.
In the initial stages, API dominated the scooter segment; Bajaj Auto
later overtook it. Although various government and private enterprises
entered the fray for scooters, the only new player that has lasted till today
is LML.
Under the regulated regime, foreign companies were not allowed to
operate in India. It was a complete seller market with the waiting period
for getting a scooter from Bajaj auto beings as high as 12 years.
The motorcycles segment was no different, with only three
manufacturers viz Enfield ,Ideal jawa and Escorts, While Enfield bullet was
a four stroke bike, jawa and the Rajdoot were two-stroke bikes, The
motorcycle segment was initially dominated by Enfield 350cc bikes
Escorts 175cc bikes.
The two-wheeler market was opened to foreign competition in the
mid 80s, and the then market leaders-escorts and Enfield-were caught
unaware by the onslaught of the 100cc bikes, of the four indo-Japanese
joint ventures. With the availability of fuel-efficient low power bikes,
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Customer Relationship Management


demand swelled, resulting in Hero Honda-then the only producer of four
stroke bikes (100cc category), gaining a top slot.
The first Japanese motorcycle were introduced in the early eighties,
TVS, Suzuki and Hero Honda brought in the first two-stroke engine
motorcycles respectively .These two players initially started with assembly
of CKD kits, and later on progressed to indigenous manufacturing n the
90s the major growth for motorcycle segment was brought in by Japanese
motorcycles, which grew at a rate of nearly 25% CAGR in the last five
year.

The industry had a


smooth ride in the 50s60sand 70s when the Government prohibited new
entries and strictly controlled capacity expansion. The industry saw a
sudden growth in the 80s the industry witnessed a steady growth of 14%
leading to leading volume of 1.9mn vehicles in 1990.
The entry of Kinetic Honda in mid-eighties with a variometric scooter
helped in providing ease of use to the scooter owners.

COMPANY PROFILE
The Bajaj Group is amongst the top 10 business houses in India. Its
footprint stretches over a wide range of industries, spanning automobiles
(two-wheelers and three-wheelers), home appliances, lighting, iron and
steel, insurance, travel and finance. The group's flagship company, Bajaj
Auto, is ranked as the world's fourth largest two- and three- wheeler
manufacturer and the Bajaj brand is well-known across several countries
in Latin America, Africa, Middle East, South and South East Asia. Founded
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Customer Relationship Management


in 1926, at the height of India's movement for independence from the
British, the group has an illustrious history. The integrity, dedication,
resourcefulness and determination to succeed which are characteristic of
the group today, are often traced back to its birth during those days of
relentless devotion to a common cause. Jamnalal Bajaj, founder of the
group, was a close confidant and disciple of Mahatma Gandhi. In fact,
Gandhiji had adopted him as his son. This close relationship and his deep
involvement in the independence movement did not leave Jamnalal Bajaj
with much time to spend on his newly launched business venture.
His son, Kamalnayan Bajaj, then 27, took over the reigns of
business in 1942. He too was close to Gandhiji and it was only after
Independence in 1947, that he was able to give his full attention to the
business. Kamalnayan Bajaj not only consolidated the group, but also
diversified into various manufacturing activities. The present Chairman of
the group, Rahul Bajaj, took charge of the business in 1965. Under his
leadership, the turnover of the Bajaj Auto the flagship company has gone
up from INR.72 million to INR. 120 billion, its product portfolio has
expanded and the brand has found a global market. He is one of Indias
most distinguished business leaders and internationally respected for his
business acumen and entrepreneurial spirit.

Bajaj group of companies:

Bajaj Auto is the flagship of the Bajaj group of companies. The


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Customer Relationship Management


group comprises of 34companies and was founded in the year 1926. The
companies in the group are:

Bajaj Auto Ltd.

Bajaj Holdings & Investment Ltd.

Bajaj Finserv Ltd.

Bajaj Allianz General Insurance Company Ltd.

Bajaj Allianz Life Insurance Co. Ltd

Bajaj Financial Solutions Ltd.


Bajaj Auto Finance Ltd.
Bajaj Allianz Financial Distributors Ltd.
Bajaj Auto Holdings Ltd.
P T Bajaj Auto Indonesia (PTBAI)
Bajaj Auto International Holdings BV
Bajaj Electricals Ltd.
Hind Lamps Ltd.
Bajaj Ventures Ltd.
Mukand Ltd.
Mukand Engineers Ltd.
Mukand International Ltd.
Bajaj Sevashram Pvt. Ltd.
Jamnalal Sons Pvt. Ltd.
Rahul Securities Pvt Ltd
Shekhar Holdings Pvt Ltd
Madhur Securities Pvt Ltd
Niraj Holdings Pvt Ltd
Shishir Holdings Pvt Ltd
Kamalnayan Investments & Trading Pvt Ltd
Sanraj Nayan Investments Pvt. Ltd.
Hercules Hoists Ltd.
Hind Musafir Agency Pvt. Ltd.
Bajaj International Pvt. Ltd.
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Customer Relationship Management


Bachhraj Factories Pvt. Ltd.
Baroda Industries Pvt. Ltd.
Jeevan Ltd.
Bachhraj & Co Pvt Ltd
The Hindustan Housing Co. Ltd.
Hospet Steels Ltd
Bajaj History:
On November 29, 1945

Bajaj Auto came into existence as M/s

Bachraj Trading Corporation Private Limited.


It started off by selling imported two- and three-wheelers in India.
In 1959, it obtained license from the Government of India to
manufacture two- and three-wheelers and it went public in 1960.
In 1970, it rolled out its 100,000th vehicle.
In 1977, the technical collaboration agreement with Piaggio of Italy
expired
In 1977, it managed to produce and sell 100,000 vehicles in a single
financial year.
In 1985, it started producing at Waluj in Aurangabad.
In 1986, it managed to produce and sell 500,000 vehicles in a single
financial year.
Bajaj entered into a strategic tie-up with Kawasaki in late 1990s to
enhance its product line and knowledge up-gradation.
Human Resource Concern:

The world's 4th largest two- and three-wheeler company live their
brand by its values of Innovation, Perfection, and Speed. They are

distinctly ahead through excitement engineering.


Innovation is how they create the future. It is a value that provokes
them to reach beyond the obvious in pursuit of that which exceeds
the ordinary.

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Customer Relationship Management

Perfection is how they set new standards. It is a value that exhibits


their determination to excel by endeavouring to establish new

benchmarks all the time.


Speed is how they convey clear conviction. It is a value that keeps
them sharply responsive, mirroring their commitment towards their
goals and processes.
QUALITY CONTROL:
Trust

builds

quality, Quality

builds

satisfaction. Satisfaction builds

relationships, Relationships builds trust we believe in.. A Tradition of


Trust
GLOBAL BAJAJ

Bajaj is present in over 50 countries all over the globe

Dominant presence in Africa, Latin America and South Asia with


increasing market share every year

Market leader in motorcycles in Colombia, Central America, Sri


Lanka, Bangladesh, Philippines, Nigeria, Uganda and Kenya

891,002 units exported in 2009-10, an increase of over 15 % over


the previous year

Total motorcycle exports of 726,115 in 2009-10, growth of 15% over


2008-09

Largest exporter of three wheeled commercial vehicles in the world:


164,887 units exported in 2009-10, a rise of 19% over 2008-09.

Research & Development:


Bajaj Auto has a huge, extensive and very well-equipped Research
and Development wing geared to meet two critical organizational goals:
Development of exciting new products that anticipate and meet emerging
customer needs in India and abroad Development of eco-friendly
automobile technologies The company has also been investing heavily in
the latest, sophisticated technologies to scale down product development
lifecycles and enhance testing capabilities. Bajaj Auto R&D also enjoys
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Customer Relationship Management


access to the specialized expertise of leading international design and
automobile engineering companies working in specific areas.
Eco Spirit:
They

are

committed

for

continual

improvement

of

safety,

occupational health & environment performance & compliance with


applicable safety, occupational health & environmental legislations,
regulations & other requirements. Create a proactive SHE management
system

that

addresses

significant

safety,

occupational

health

&

environment aspects related to activities, Products & services. Minimize


the generation of waste& conserve resources through better technology &
practices for prevention of pollution. Identify potential risks/hazards &
follow safe work practices by using equipments, tools & personal
protective equipments as applicable. Promote SHE awareness amongst all
who work for & on behalf of Bajaj Auto Ltd. & motivate them to fulfill our
commitments. They pledge towards creating & preserving a cleaner,
healthier & safe work environment.
Environmental Policy:
Bajaj Auto Ltd., manufacturer of two and three wheeler vehicles is
committed to prevention of pollution, continual improvement of our
environmental

performance

and

compliance

with

all

applicable

environment legislation and regulation.


Marketing Strategies:
Being the leading manufacturer of two & three wheelers market BAL(Bajaj
Auto Ltd.) has been providing the best of the class models at competitive
prices. Most of the Bajaj models come loaded with the latest features
within the price band acceptable by the market. They regularly update the
low price bikes with the latest features like disk-brakes, anti-skid
technology and dual suspension, etc.

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Customer Relationship Management


BAL adopted different marketing strategies for different models, few of
them are discussed below: - Kawasaki 4S - First attempt by bajaj to make
a mark in the motorcycle segment. The target customer was the father in
the family but the target audience of the commercial was the son in the
family. The time at which Kawasaki 4S was launched Hero Honda was the
market leader in fuel-efficient bikes and Yamaha in the performance bikes.
The commercial of Kawasaki 4S had the punch line "Kyun Hero" means
"now what hero" which reflected the aggressiveness in the marketing front
by the company.
Caliber - The focus for the Caliber 115 was youth. And though Bajaj
made the bike look bigger and feel more powerful than its predecessor its
approach towards advertising is even more radically different this time
around. The teaser campaign and the emphasis on the Caliber 115 being
a `Hoodibabaa' bike placed it as a trendy motorcycle for the college-goers
and the 25 plus executives both at the same time
Marketing Strategies Pulsar Discover Bajaj Auto's entire product
portfolio, from the entry-level to the premium, is being sold by the same
dealers. The restructuring will involve separate dealer networks catering
to the urban and rural markets as well as its three-wheeler and premium
bikes segments. Bajaj Auto also plans to set-up an independent network of
dealers for the rural areas. The needs of financing, selling, distribution and
even after-sales service are completely different in the rural areas and do
not makes sense for city dealers to control this.
Corporate Governance:
Corporate Governance It is defined as a set of systems, processes &
principles which ensure that a company is governed in the best interest of
all stake holders. Bajaj Autos commitment to good corporate governance
practices predates the laws and mandates of the Securities and Exchange
Board of India (SEBI) and the stock exchanges. Transparency, fairness,
disclosure and accountability have been central to the working of the
company, its management and its board of directors. The standing that
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Customer Relationship Management


the company enjoys in the corporate world has as much to do with its
reputation for integrity and transparency as with its performance
Corporate Governance Bajaj Auto set up its audit committee in
1987. Since then, the company has been reviewing and making
appropriate changes in the composition and working of the committee
from time to time to bring about greater effectiveness and to comply with
various requirements under the Companies Act, 1956 as well as Clause 49
of the listing agreement. The current audit committee consists of the
following directors: S H Khan, Chairman D J Balaji Rao J N Godrej Naresh
Chandra Nanoo Pamnani
SWOT Analysis:

STRENGTHS highly experienced management. Extensive R & D


focus. Widespread distribution network... High performance products
across all categories.

WEAKNESSES still has no established brand to match Hero Honda's


Splendor in commuter segment. Not a global player in spite of huge
volumes. Not a globally recognizable brand (unlike the JV partner
Kawasaki)

OPPURTUNITIES Double-digit growth in two-wheeler market.


Untapped market above 180 cc in motorcycles. The growing
gearless trendy scooters and scooter market. Growing world
demand for entry-level motorcycles especially in emerging markets

THREATS the competition catches-up any new innovation in no


time. Threat of cheap imported motorcycles from China. Margins
getting squeezed from both the directions (Price as well as Cost)
TATA Ace is a serious competition for the three-wheeler cargo
segment.

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Customer Relationship Management


FUTURE GOALS:
Continuously launching bikes with new technologies like Digital Twin
Spark - Swirl induction (DTS-Si) engine. Along with Renault they are ready
to launch their new concept car Bajaj lite.

Local Community Development:


Jankidevi Bajaj Gram Vikas Sanstha Bajaj Autos Corporate Social
Responsibility towards the rural poor is carried out by a trust, Jankidevi
Bajaj Gram Vikas Sanstha (JBGVS). This trust was formed in 1987. JBGVS
acts as a catalyst for development at the grass root level in 44 villages
around Bajaj Auto plants in Pune and Aurangabad District. A project on
Rural Education and Information Network (REIN) is being implemented in
27 villages of Maval Taluka. This project imparts non formal education to
non school going and poorly performing school going children. JBGVS
assist BPL families to construct low cost houses under Indira Awas Yojana.
As also help repair school rooms, old structures and construct cowsheds /
mangers, community centers etc
JBGVS also conduct classes for vocational training like
tailoring, bamboo craft, handicraft, making of greeting cards, mats, paper
bags and assist computer training for Maharashtra State-CIT examination.
Samaj Seva Kendra was established in 1975 by Bajaj Auto and is part of
JBGVS. SSK provides facilities for social development of the residents of
Akurdi, Nigdi and adjoining townships, with the aim of improving their
quality of life, through skill development training, hobby centre, nursery
education, health care, sports, music, dance and cultural programmes
RECOGNITIONS:

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Customer Relationship Management


BAL looks to continuously improve their Products and services to
compete with global standards as new technologies are introduced at the
blink of an eye. BAL obsession with perfection has been recognized by
various institutions such as Automotive Publications like Overdrive, BBC
world wheel awards, CNBC Auto car awards. Almost all the new bikes
introduced by Bajaj in previous 5-6 years have been awarded with the bike
of the year award. It includes bikes like Pulsar, Discover, Eliminator &
Platina.

Outlook and Conclusion


Bajaj is Indias largest automobile manufacturer. They firmly believe
in providing the customer VALUE FOR MONEY, FOR YEARS through their
products & services. Quality, safety & service has been given as much
considerations as productivity, cost & delivery

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management

HISTORY OF CRM
Customer relationship management is a concept that
became very popular during the 1990s. It offered long term
changes and benefits to businesses that chose to use it. The
reason for this is because it allowed companies to interact with
their customers on a whole new level. While CRM is excellent in
the long term, those who are looking for short term results may
not see much progress.
One of the reasons for this is because it was difficult to
effectively track customers and their purchases.

It is also

important to realize that large companies were responsible for


processing tremendous amounts of data. This data needed to be
updated on a consistent

basis.
In the last few years, a number of

changes have been made to Customer relationship management


that has allowed it to advance. These capabilities have allowed
CRM to become the system that was once envisioned by those
who created it. However, the biggest problem with these newer
systems is the price. A number of personalized Internet tools
have been introduced to the market, and this has driven down the
cost of competition. While this may be a bane for vendors who are
BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


selling expensive systems, it is a bonanza for small companies
that would otherwise not be able to afford CRM programs. The
foundation for CRM was laid during the 1980s.
During this time, it was referred to as being database
marketing. The term "database marketing" was used to refer to
the procedure of creating customer focus groups that could be
used to speak to some of the customers of the company. The
clients who were extremely valued were pivotal in communicating
with the firm, but the process became quite repetitive, and the
information that was collected via surveys did not give the
company a great of information. Even though the company could
collect data through surveys, they did not have efficient methods
of processing and analyzing the information. As time went on,
companies begin to realize that all they really needed was basic
information.

They

needed

to

know

what

their

customer

purchased, how much they


spent,

and
did

the

what

with
products

they

purchased.
The 1990s saw the introduction of a number of advances in
this

system.

relationship

It

was

during

management

this

was

time

that

introduced.

term

Customer

Unlike

previous

customer relationship systems, CRM was a dual system. Instead


of merely gathering information for the purpose of using for their
own benefit, companies started giving back to the customers they
served. Many companies would begin giving their customers gifts
in the form of discounts, perks, or even money. The companies
believed that doing this would allow them to build a sense of
loyalty in those who brought their products.

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


Customer relationship management is the system that is
responsible for introducing things such as frequent flyer gifts and
credit card points. Before CRM, this was rarely done. Customers
would simply by from the company, and little was done to
maintain their relationship. Before the introduction of CRM, many
companies, especially those that were in the Fortune 500
category, didn't feel the need to cater to the company. In the
minds of the executives, they have tremendous resources and
could replace customers whenever it became necessary. While
this may have worked prior to the 1980s, the introduction of the
Information Age allowed people to make better decisions about
which companies they would buy from, and global competition
made it easier for them to switch if they were not happy with the
service they were getting.
Definition
CRM (customer relationship management) can be defined as a
business philosophy and set of strategies, programs, and systems that
focuses on identifying and building loyalty with a retailers profitable
customers. It is based on the business philosophy that all customers are
not profitable in the same way and retailers can increase their profitability
by building relationships with their better customers.

The goal is to

develop a base of loyal customers who patronize the retailer frequently.

CRM processes are extremely helpful in identifying and targeting the


best customers of the business firm and generating quality sales leads, as
well as in the planning and implementation of marketing campaigns with
definite goals and objectives. The processes involved in CRM can help the
firm maintain a customized relationship with the customers for creating
higher-level customer satisfaction and offering the finest customer
service.

CRM also endows the employees of the organization with the

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


information they need to know about their customers wants and needs
and to build a long-term sustained relationship between the firm and its
customers.
CRM

is

an

acronym

that

stands

for

Customer

Relationship

Management. It describes the strategy that a company uses to handle


customer interactions. One example of a common CRM strategy is the
rewards card program offered by many supermarkets. The store gives its
customers a free card that gives them access to special deals and
discounts when they swipe the card during checkout. But that card also
tracks everything the customer buys and allows the store to create an
extremely detailed customer profile based on his or her purchasing habits.
Armed with that information, the store can then offer its customers
targeted coupons and other programs that will motivate its customers to
buy more products from that store.
Customer relationship management is the superset of business
models, process methodologies and interactive technologies for achieving
and sustaining high levels of retention and referrals within identified
categories of valuable and grow-able customers
Importance

Increased sales result from spending more time with customers,


which results

from spending less time chasing, needed

information.

Increased win rates: win rates improve since companies can


withdraw from unlikely or bad deals earlier on in the sales
process.

Increased margins resulting from knowing customers better,


providing value sell, and discounting prices.

Customers

stay

longer,

buy

more,

contact

requirements, and customers buy more often.


BheemiReddy Institute of Management Science, Adoni.

for

their

CRM, therefore,

Customer Relationship Management


increases the opportunity and accomplishment of real life time
value.

CRM increase occurs since customers find the company to be


more responsive and better in touch with their specific needs.

Looking at some broader perspectives given as below we can


easily determine why a CRM System is always important for an
organization:
1. A CRM system consists of a historical view and analysis of all the
acquired or to be acquired customers. This helps in reduced
searching and correlating customers and to foresee customer needs
effectively and increase business.
2. CRM contains each and every bit of details of a customer, hence it is
very easy for track a customer accordingly and can be used to
determine which customer can be profitable and which not.
3. In CRM system, customers are grouped according to different
aspects according to the type of business they do or according to
physical location and are allocated to different customer managers
often called as account managers. This helps in focusing and
concentrating on each and every customer separately.
4. A CRM system is not only used to deal with the existing customers
but is also useful in acquiring new customers. The process first
starts

with

identifying

customer

and

maintaining

all

the

corresponding details into the CRM system which is also called an


Opportunity of Business. The Sales and Field representatives then
try getting business out of these customers by sophistically
following up with them and converting them into a winning deal. All
this is very easily and efficiently done by an integrated CRM system.
5. The strongest aspect of Customer Relationship Management is that
it is very cost-effective. The advantage of decently implemented
CRM system is that there is very less need of paper and manual
work which requires lesser staff to manage and lesser resources to
deal with. The technologies used in implementing a CRM system are
BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


also very cheap and smooth as compared to the traditional way of
business.
6. All the details in CRM system is kept centralized which is available
anytime on fingertips. This reduces the process time and increases
productivity.
7. Efficiently dealing with all the customers and providing them what
they actually need increases the customer satisfaction. This
increases the chance of getting more business which ultimately
enhances turnover and profit.
8. If the customer is satisfied they will always be loyal to you and will
remain in business forever resulting in increasing customer base
and ultimately enhancing net growth of business.
In todays commercial world, practice of dealing with existing
customers and thriving business by getting more customers into loop is
predominant and is mere a dilemma. Installing a CRM system can
definitely improve the situation and help in challenging the new ways of
marketing and business in an efficient manner. Hence in the era of
business every organization should be recommended to have a fullfledged CRM system to cope up with all the business needs.
Customer Relationship management is the strongest and the most
efficient

approach

in

maintaining

and

creating

relationships

with

customers. Customer relationship management is not only pure business


but also ideate strong personal bonding within people. Development of
this type of bonding drives the business to new levels of success.
Objectives
The objectives of this research are as follows:
To identify the implementation process of CRM
To identify success factors affecting the implementation of
CRM in developed countries and link them to the CRM
implementation process.
BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


To contribute to the knowledge of CRM in developing
countries.
To propose a theoretical framework that integrates CRM
implementation phases, CRM components, and CRM success
factors.
To develop a research plan for assessing and evaluating the
proposed theoretical framework.
To use the empirical evidence to evaluate the feasibility of
adopting the conceptual framework for CRM successful
implementation
Whereas other media have worldwide-accepted standards of
measurement, no such standard exists to measure results
from CRM.
Sales, marketing, and service costs are separated from
customer accounts, even when they result from direct
customer interactions. This format makes it difficult to
calculate customer acquisition costs and service costs? Two
important factors in any customer profitability analysis.
Current accounting systems are isolated from each other, due

to fragmented corporate operations. This makes it difficult to


create a companywide universal view of the customer
Functions

Marketing

Sales

Services

Marketing:
Marketing primarily deals with providing functionalities of Long term
planning and Short term execution of marketing related Activities within
an organization. For long term marketing plans, Quantitative as well as
Qualitative measures (targets) can be set for a defined period and for
BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


different product groups which are then monitored based on the actual
performance throughout the defined period
Short Term execution includes running Marketing campaigns via
different communication channels targeting a pre-defined group of
potential buyers with a specific message referring to a product or a group
of products
One key objective of the Marketing function of the CRM - Customer
relationship management software is to generate sales related leads,
which finally get converted into Sales Revenues for the company. Lead
management deals with processing these Leads, carrying out a sanity
check, evaluating the genuineness of the information (Since, there is a lot
of information that is gathered during Marketing Campaigns it becomes
necessary to screen these leads), and finally converting them to Hot Leads
or Cold Leads.
Sales:
The sales functionalities of the CRM - Customer relationship
management software are focused on helping the Sales team to execute
and manage the presales process better and in an organized manner.
Sales

team

is

responsible

for

regularly

capturing

key

customer

interactions, any leads or opportunities they are working on etc, in CRM


system. By organizing all the relevant data such as Prospective customer,
expected budget, total spending, products interested in, expected closing
date, Key players in the deal, important dates and milestones etc.
regarding a prospective deal into one place, Opportunity Management of
the CRM system helps by "Guiding" the Sales representative to carry out
certain suggested activities for its various phases such as, initiation,
identification, qualification, RFP received, quotation sent, final stage, won
or lost. These recommendations are based on the company's sales policy.
This is often referred as "Guided Sales Methodology".
Services:
Service related functionalities are focused on:
Effectively managing the customer service (Planned or Unplanned)
BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


Avoid "leakage" of Warranty based services
Avoid "Penalties" arising due to Non conformity of SLA (Service Level
Agreements)
Provide first and Second Level support to Customers
Some of the service related functionalities can be:
Service Order Management
Service Contract Management
Planned Services management
Warranty Management
Installed Base (Equipment) Management
SLA Management
Resource Planning and Scheduling
Knowledge Management (FAQs, How to guides)
Call Center Support
Resource Planning and Workforce Management
1. Zone of defection where customers are extremely hostile and have
the lowest level of satisfaction.
2. Zone of indifference where customers are not sure. They have a
medium level of satisfaction and loyalty towards the company.
3. The third level of customers is in the zone of affection described as
Apostles. CRM focuses on bringing customers from level 1 to level
3 and retaining apostle customers.
Today any company can copy products or services offered by other
companies. If the new entrant adds features like less order turn around
time and direct communication then established players are bound to
have sleepless nights. Organizations that implement CRM and turn their
business into e-businesses will find their competitors customers ready to
welcome them with a smile.
Process and it unable to survey in Adoni. So I select the area A.A.S
College road with simple size 100 so I have a great scope to conduct my
project work in Adoni with reference Anitha motors as my topic is very
BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


much suitable and correct to the Bajaj, Anitha Motors Adoni. To conduct
the research on customer relationship management in Adoni city is very
time consuming.
Techniques
TECHNOLOGIES FOR CONTACT CENTRE INFRASTRUCTURE

A call centre is based on the following technologies;

Customer relationship management

CRM provides ways of handling customers.

CRM ways for optimizing customer satisfaction.

The goal of CRM is to maximize the interaction and gain maximum


information and provide maximum satisfaction to customers.

Interactive to voice response

Call handling time is decreased.

Enhanced call routing based on questions.

Reducing queuing time.

24*7*365

Faster response

Improved customer service satisfaction.

Automatic call distributor

The routing of calls is achieved by the following criteria:

Agent vacant to take the call.

Skills based routing.

Call routing to skilled agent.

Number of calls accumulative in a queue.

Automatic number identification.

Predictive dialing

Dialogic card is used for out bound calls.

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management

The automation of out bound dialing allows agents productivity by


automating the services.

Numbers are dialed automatically in advance by an agent available


to take the call as per the skill and availability.
Customer relationship management is the superset of business

models, process methodologies and interactive technologies for achieving


and sustaining high levels of retention and referrals within identified
categories of valuable and grow-able customers
DEFINING CUSTOMER AND CUSTOMER CARECUSTOMER
Customers are the-ones who run the business.
Customer enables us to maintain sustainability and profitability.
Customer is the beginning and the end, the main reason for being in
business.
Customer is the Boss; just as the boss can fire an employee when he
is unhappy with his work, the customer is the boss who can stop
availing our services if he is dissatisfied.
WHAT CUSTOMERS NEED
Customer requirements.
Sticking to customers agenda of discussion.
Meet or exceed customer expectations.
Customer requirements while contacting a customer service
To feel welcome: customers want recognition; this sense of interest
translates into a feeling that they have a right to be there and to
seek help.
To be taken seriously: customers want to feel that reps will give
considerate thought to their questions or issues in all cases.
To feel important: customers want to have attention and all of your
companies capabilities put to work to resolve their issues.
To

accomplish

their

objective:

customers

contact

departments because they have a goal to the accomplished.


Sticking to customers agenda of discussion.
BheemiReddy Institute of Management Science, Adoni.

service

Customer Relationship Management

When customers call, they think that their problem is the most

important one.

Agents have to make the customers feel that they are important.
Because customer service people spend all day thinking about
how to help customers, they usually know much more than the
customers.

Exceed their expectations

When customers call, they already expect the worst.


Their satisfaction starts at 100%. It decreases the rapidly if they

are not satisfied.

Under the promise and over deliver.

WHAT CUSTOMER HATE

Unstable responsiveness.

Poor after sales services.

Not knowing whats going on.

Talking to a machine.

Unnecessary costs.

DATA ANALYSIS AND INTERPRETATION


The data collected has to be processed and analyzed for the
purpose of developing the research plan. This is essential for a scientific
study and for ensuring that we have all the relevant data. Processing
implies editing, coding, classification, and tabulation of collected data and
so that they acquiescent to analyzes.
The term analysis refers to the computation of certain measures
along with searching for patterns of relationship that exists among data
groups. Thus, In the process of analysis, relationships with original or new
hypothesis should be subjected to statistical tests of significance to
determine with that validity data can say as to indicate any conclusions.

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


Analysis of data in a general way involves a
number of closely related operation that are performed with the purpose
of summarizing the collected data and organizing them in such a manner
that answer the research questions.
The whole chapter of analysis and interpretation is based on the
responses

of

100

respondents

who

were

administered

with

questionnaire which contain the personal data their views about the
recruitment process and procedure.

1. Are you dealing services/ products offered by Bajaj, Anitha


Motors?

No. of

S. No

Item

Yes

84

84

No

16

16

100

100

Total

Respondents

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management

Table-1
Source:
Data collected from the respondents through a structured
questionnaire.
Inference:
The above Chart informed that of all above 100 respondents, 84%
respondents towards yes and 16% belongs to No.

1. Are you dealing services/ products offered by Bajaj, Anitha


Motors?

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management

Chart-1

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


2. Does the company give proper response to your queries?

No. of

S. No

Item

Yes

57

57

No

43

43

100

100

Total

Respondents

Table-2
Source:
Data collected from the respondents through a structured
questionnaire.
Inference:
Of all the 100 respondents 57% respondents towards yes and
43% respondents no.

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


2. Does the company give proper response to your queries?

Chart-2

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


3. If you face any problems related to the Services of Bajaj,
Anitha motors, do they respond in a perfect manner.

S. No

Item

1
2

No of
Respondents

Yes

51

51

No

49

49

100

100

Total
Table-3
Source:

Data collected from the respondents through a structured


questionnaire.
Inference:
The above Chart informed that of all above 100 respondents, 51%
respondents towards yes and 49% belongs to No.

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


3. If you face any problems related to the Services of Bajaj,
Anitha motors, do they respond in a perfect manner.

Chart-3

4. Does the problems was resolved by the retailers support desk.


BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management

S. No

Item

1
2

No of
Respondents

Yes

54

54

No

46

46

100

100

Total
Table-4
Source:

Data collected from the respondents through a structured


questionnaire.
Inference:
Of all the 100 respondents 54% respondents are yes and 46%
respondents are no.

4. Does the problems was resolved by the retailers support desk.


BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management

Chart-4

5. Are you satisfied with the customer schemes of the company?

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management

S. No

Item

1
2
Total

No of
Respondents

Yes

51

51

No

49

49

100

100
Table-5

Source:
Data collected from the respondents through a structured
questionnaire.
Inference:
The above Chart informed that of all above 100 respondents,
51% respondents towards yes and 49% belongs to No.

5. Are you satisfied with the customer schemes of the company?

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management

Chart-5

6.

Does the retailer support desk identifies the retailers

problems effectively and solve them in proper time.

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management

S. No

No of

Item

1
2

Respondents

Yes

63

63

No

37

37

100

100

Total
Table-6
Source:

Data collected from the respondents through a structured


questionnaire.
Inference:
The above Chart informed that of all above 100 respondents, 63%
respondents towards yes and 37% belongs to No.

6.

Does

the

retailer

support

desk

identifies

the

problems effectively and solve them in proper time.

BheemiReddy Institute of Management Science, Adoni.

retailers

Customer Relationship Management

Chart-6

7. Do the company executives visit your shop regularly to convey


schemes?

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management

S. No

Item

1
2

No of
Respondents

Yes

34

34

No

66

66

100

100

Total

Table-7

Source:
Data collected from the respondents through a structured
questionnaire.
Inference:
The above Chart informed that of all above 100 respondents 34%
respondents yes and 66% respondents no.

7. Do the company executives visit your shop regularly to convey


schemes?

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management

Chart-7

8. Are you satisfied with the services support of the company?

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management

S. No

Item

1
2

No of
Respondents

Yes

70

70

No

30

30

100

100

Total
Table-8
Source:

Data collected from the respondents through a structured


questionnaire.
Inference:
The above Chart informed that of all above 100 respondents, 70%
respondents towards yes and 30% belongs to No.

8. Are you satisfied with the services support of the company?


BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management

Chart-8

9. Are you satisfied with the margins in Bajaj, Anitha motors


services.
BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management

S. No

Item

1
2

No of
Respondents

Yes

55

55

No

45

45

100

100

Total
Table-9
Source:

Data collected from the respondents through a structured


questionnaire.
Inference:
The above Chart informed that of all above 100 respondents, 55%
respondents towards yes and 45% belongs to No

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


9. Are you satisfied with the margins in Bajaj, Anitha motors
services.

Chart-9

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


10.

Are

you

satisfied

with

the

retailer

grievance

handling

mechanism of the Bajaj, Anitha motors.

S. No

Item

1
2

No of
Respondents

Yes

71

71

No

29

29

100

100

Total
Table-10
Source:

Data collected from the respondents through a structured


questionnaire.
Inference:
The above Chart informed that of all above 100 respondents, 71%
respondents towards yes and 29% belongs to No.

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


10.

Are

you

satisfied

with

the

retailer

grievance

mechanism of the Bajaj, Anitha motors.

Chart-10

BheemiReddy Institute of Management Science, Adoni.

handling

Customer Relationship Management


11. Does customers are happy when their problems are solved by
the retailers support desk.

S. No

Item

1
2

No of
Respondents

Yes

60

60

No

40

40

100

100

Total
Table-11
Source:

Data collected from the respondents through a structured


questionnaire.
Inference:
The above Chart informed that of all above 100 respondents, 60%
respondents towards yes and 40% belongs to No.

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


11. Does customers are happy when their problems are solved by
the retailers support desk.

Chart-11

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


12. Are you satisfy with the credit facilities provided by Bajaj,
Anitha

motors.

S. No

Item

1
2

No of

Respondents

Yes

74

74

No

26

26

100

100

Total
Table-12
Source:

Data collected from the respondents through a structured


questionnaire.
Inference:
The above Chart informed that of all above 100 respondents, 51%
respondents towards yes and 49% belongs to No.

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


12. Are you satisfy with the credit facilities provided by Bajaj,
Anitha

motors.

Chart-12

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


13. Are you satisfying the discount offered by Bajaj, Anitha
motors on bulk purchase?

S. No

No of

Item

1
2

Respondents

Yes

62

62

No

38

38

100

100

Total

Table-13
Source:
Data collected from the respondents through a structured
questionnaire.
Inference:
The above Chart informed that of all above 100 respondents, 62%
respondents towards yes and 38% belongs to No.

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


13. Are you satisfying the discount offered by Bajaj, Anitha
motors on bulk purchase?

Chart-13

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


14. Are you satisfying the Brand pull of Bajaj, Anitha motors.

S. No

Item

1
2
Total

No of
Respondents

Yes

74

74

No

36

36

100

100

Table-14
Source:
Data collected from the respondents through a structured
questionnaire.
Inference:
The above Chart informed that of all above 100 respondents, 74%
respondents towards yes and 36% belongs to No.

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


14. Are you satisfying the Brand pull of Bajaj, Anitha motors.

Chart-14

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


15. Are you satisfying with the payment norms of Bajaj, Anitha
motors?

S. No

Item

1
2

No

of

Respondents

Yes

38

38

No

62

62

100

100

Total

Table-15
Source:
Data collected from the respondents through a structured
questionnaire.
Inference:
The above Chart informed that of all above 100 respondents, 38%
respondents towards yes and 62% belongs to No.

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management

15. Are you satisfying with the payment norms of Bajaj, Anitha
motors?

Chart-15

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management

16. Are you satisfying with the services offered by Bajaj, Anitha
motors retailers.

S. No

Item

1
2

No of

Respondents

Yes

48

48

No

52

52

100

100

Total
Table-16
Source:

Data collected from the respondents through a structured


questionnaire.
Inference:
The above Chart informed that of all above 100 respondents, 48%
respondents towards yes and 52% belongs to No.

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


16.

Are you satisfying with the services offered by Bajaj, Anitha


motors retailers.

Chart-16

17.

Did you feel comfortable working with our representative?

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management

S. No

No of

Item

1
2

Respondents

Yes

54

54

No

46

46

100

100

Total

Table-17
Source:
Data collected from the respondents through a structured
questionnaire.
Inference:
The above Chart informed that of all above 100 respondents, 54%
respondents towards yes and 46% belongs to No.

17. Did you feel comfortable working with our representative?


BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management

Chart-17

18. Do you think their company is able to give excellent customer


service at any point of contact?
BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management

S. No

No of

Item

1
2

Respondents

Yes

74

74

No

26

26

100

100

Total
Table-18
Source:

Data collected from the respondents through a structured


questionnaire.
Inference:
The above Chart informed that of all above 100 respondents, 74%
respondents towards yes and 26% belongs to No.

18. Do you think their company is able to give excellent customer


service at any point of contact?
BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management

Chart-18

19.

Did

you

feel

comfortable

working

representative?

BheemiReddy Institute of Management Science, Adoni.

with

their

rep

Customer Relationship Management

S. No

Item

1
2

No of
Respondents

Yes

62

62

No

38

38

100

100

Total
Table-19
Source:

Data collected from the respondents through a structured


questionnaire.
Inference:
The above Chart informed that of all above 100 respondents, 62%
respondents towards yes and 38% belongs to No.

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


19.

Did

you

feel

comfortable

working

with

representative?

Chart-19

BheemiReddy Institute of Management Science, Adoni.

their

rep

Customer Relationship Management

20.

How

do

you

feel

the

overall

customer

relationship

management of Bajaj, Anitha motors?

S. No

Item

1
2
3
4

Excellent
Good
Fair
Poor
Total

No of
Respondents
21
45
22
12
100

%
21
45
22
12
100

Table-20
Source:
Data collected from the respondents through a structured
questionnaire.
Inference:
Of all the 100 respondents 21% belong to respondents are
Excellent, 45% belong to respondents are Good, 22% belong to
respondents Fair, and the 12% respondents Poor.

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


20.

How

do

you

feel

the

overall

customer

relationship

management of Bajaj, Anitha motors?

Chart-20

FINDINGS
BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management

The customers dealing services/products of Bajaj, Anitha Motors are


Excellent.
Most of the respondents saying that the company is responding
towards customer queries.
Most of the respondents are satisfied towards the service of Bajaj,
Anitha Motors.
Majority of the respondents towards yes that the retailers supported to
the problem of customer.
Most of the respondents (63%) are satisfied toward the customer
schemes.
Yes, which the company executives are visiting to explain schemes.
Yes, most of the respondents are feeling comfort toward the Bajaj,
Anitha Motors.
Most of the respondents are satisfied with the margins.
The respondents are satisfied towards grievance mechanism handling
normally.
The respondents are happy towards the support of Bajaj, Anitha
Motors.
The respondents satisfy with the credit facilities of Bajaj, Anitha
Motors.
Most of the respondents are satisfy with the discount facilities offered
when bulk purchase.
The respondents are satisfied towards the brand pull of Bajaj, Anitha
Motors.
Most of the respondents are satisfied with the service of Bajaj, Anitha
Motors.
Majority of the respondents feel fair about the comfortable with the
working of employees of Bajaj, Anitha Motors.
Most of the respondents feeling good towards the working nature of
Bajaj, Anitha Motors.

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management


By analyzing Customer relations maintaining by Bajaj, Anitha Motors,
the overall performance is excellent and satisfactory.

SUGGESTIONS

Service influences the purchasing decision of customers, so some of


the people are not feeling good about service, so increase your
service levels.

Maintaining proper interaction with customer about the service and


etc... so, maintain proper relationships with customers

Most of the members are unhappy about resale value of the bike

Some of the members feeling not good about the cost of the bike, so
please concentrate on cost which is match able to middleman

Anitha motors explain the offers of the company to customers.

Anitha motors service has to increase employees in order to


maintain relationship with customer.

It is better to maintain good executives to convey about the


schemes.

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management

CONCLUSION
The overall study of the customer relations concludes that
maximum customer are loyal to company and if company implements the
suggestions as above mentioned it will capture more market share and
has a scope to become market leader Bajaj motors sale of value is high
through international so good maintain.

BheemiReddy Institute of Management Science, Adoni.

Customer Relationship Management

BheemiReddy Institute of Management Science, Adoni.