 Term applied to processes implemented by a

company to handle its contact with its customers

 CRM is a software-based approach to handling

customer relationships

 Store information on current and prospective

customers
 In these competitive times the challenge is to keep inventing
newer ways of doing things to keep the customers in your fold.
 Over the last few years, the company strengthened the existing
practices and experimented with many new initiatives by way of
continuous improvements to delight its customers.
 These initiatives ranged from product design and quality to
network expansion, and included new service programs to meet
unsaid needs of customers.
 The company has retained its competitive edge by offering high
quality products. In the field, the products are supported by
rapidly expanding networks. The company has diverse networks
for new cars, spares, service, pre owned cars and so on, and all of
them were in expansion mode last year to enable the company get
closer to the customer.
 The company takes great pride in sharing that customers have
rated Maruti Suzuki first once again in Customer Satisfaction
Survey conducted by independent body, J. D. Power

 Asia Pacific. It is 9th time in a row. The company was first Car
Company in India to launch a Call Centre in the year 2000.
 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 ten years
in a row in annual survey by J D Power Asia Pacific.
 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

 True Value Outlet

On Road Service

Availability of easy finance

 Market Research Department
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 call center
Maruti has proper customer complain handling cell under 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
 N2N
Maruti’s N2N Fleet Management Solutions for companies, takes care
of the A-Z of automobile problems. Services include end-to-end
backups/solutions across the vehicle’s life: Leasing, Maintenance,
Convenience services and Remarketing.
 
Mega Camps

Service at Door
Step

Sports Events
Analytical CRM

Designing and executing targeted marketing campaigns.

(e.g. customer acquisition and cross selling)

Analyzing customer behavior in order to take decisions

regarding products and services.
(e.g. Pricing, Product Development)

Management information system

(e.g. Financial Forecasting or Budgeting and customer profit
analysies).
 A Buying Experience Like No Other
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.

 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,

 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 CSI study also
reveals that 97% of Maruti Suzuki owners would probably
recommend the same make of vehicle, while 90% owners
would probably repurchase the same make of vehicle.
 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 to provide a single-window
solution for all car related needs.

 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 in the
economy segment that the affordability of spares is most competitive,
and it is here where Maruti Suzuki shines.

 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.
 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.
 Institute of Driving Training and Research.
PAWAN KUMAR SINGH – 10MMM006
AMARJEET KUMAR – 10MMM034
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