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PRESENTATION ONCRM OF MARUTI SUZUKI

PRESENTED BY

RAJDEEP SHARMA

VIKAS KUMAR

SINGH

KUMAR ANAD

ATUL NAGAR



Introduction

• Established in 1981.

•

Joint venture agreement with Suzuki.

• Maruti is the highest volume car

manufacturer.



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



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



MAJOR COMPETITORS

• Hyundai Motor India Limited

• Tata Motors

•

Mahindra & Mahindra• Toyota

• Ford

• Mitsubishi

• GM



Maruti and CRM

• Maruti created a land-mark in CRM.

• Maruti is investing a lot of money and effort in

building customer loyalty programs.



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.



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.



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.



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



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 .



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.



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.



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.



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.



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.



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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