GIET UNIVERSITY, GUNUPUR

SCHOOL OF MANAGEMENT STUDIES

PROJECT ON-

CUSTOMER RELATIONSHIP MANAGEMENT

Internal Guide: Submitted By: External Guide:

Mr. Narendra Panda Kotni Rohit Mr.Dinesh sahu

GIET University 21BBA027

Gunupur
 CONTENT
INTRODUCTION
COMPANY DETAILS
OBJECTIVES OF STUDY
MISSION AND VISION
INTERNSHIP ACTIVITIES
CUSTOMER REALATIONSHIP MANAGEMENT
RESPONSIBILITIES IN CUSTOMER RELATIONSHIP MANAGEMENT
METHODS OF DATA COLLECTION
DATA ANALYSIS AND INTREPRETATION

FINDINGS
 INTRODUCTION

Hero Motocorp Ltd is the world’s largest manufacturer of two wheelers based
in india . In 2001,the company achieved the coveted position of being the
largest two wheeler manufacturing company in india and also ,the ‘World No 1’
two wheeler company in terms of unit volume sales in a calender year.Hero
Motorcorp Ltd continuous to maintain this position till date
 COMPANY DETAILS
Name of the company HERO MOTOCORP

Country INDIA

Founded On Jan 19,1984

Industry Automobile Industry

Head quarter New Delhi

Key people Brijmohan Lall Munjal

Product Two Wheelers and Four Wheelers

Employees 9173

Registered office Hero MOTOCORP LTD,

NEW DELHI – 110070 IN
Website www.heromotocorp.com
 OBJECTIVES OF STUDY

 To Study the various methods of customer awareness

regarding the product.
 To find the market share of product according to the
segmentation.
 To find the ways to develop better relationship with the
customers.
 To Study the satisfaction levels of customers about after sales
service
 MISSION

Hero motocorp’s mission is to become a global

entreprise fulfilling its customers needs and
aspiration for mobility , setting benchmarks in
technology and quality so that converts its
customers into its brand advocates.
 VISION

Hero began with a simple vision the vision of a

mobile and an empowered india , powered by its two
wheelers.Hero motocorp ltd ,company’s new
identity,reflects its commitment towards providing
world class mobility solution with renewed focus on
expanding company’s footprint in the global arena.
 INTERNSHIP ACTIVITIES
CUSTOMER RELATIONSHIP MANAGEMENT :

Customer service is a series of activities designed to enhance the level of customer satisfaction that is,the felling that a product or service has meet the customer expectation.

It is responsible for handling,order processing,product and service questions,pricing information,and other general queries.
 RESPONSIBILITIES AT CUSTOMER
RELATIONSHIP MANAGEMENT

• Customer Service
• Sales and marketing
• Maintaing customer data
• Coordinate a multi channel sales operation
• .Attending telephone calls
 METHODS OF DATA COLLECTION

• SECONDARY SOURCES :
• PRIMARY SOURCES :
• Annual report of automobile
• Managers
industry
• Customers of the Automobile industry
• Different Circulars,mannuals and files of
the automobile industry
• company website
 FINDINGS
Knowing about automobile industry and process to
work in structured organization.
Developed Communication Skills and learned about
ways to interact with customers.
Learned how to complete given task within specified
time frame and process to prioritize the work based
on their importance.
Learned how to work in a team and also prepare
voucher , keep customer information in a system
for future point of view.
THANK YOU