Académique Documents
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MS Autoâ s Objectives
CRM Practices
Types Of CRM
CRM Station
* 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 Suz
uki of Japan.
* The Indian government held an initial public offering of 25% of the compan
y in June 2003. As of 10 May 2007, Govt. of India sold its complete share to Ind
ian 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.
OBJECTIVES
* Maruti 800
* Maruti Alto
* Maruti Grand Vitara XL-7
* Maruti Gypsy King
* Maruti Omni
* Maruti Suzuki SX4
* Maruti Swift
* Maruti Versa
* Maruti Vitara
* Maruti Wagon-R
* Maruti Zen
Maruti has proper customer complain handling cell under the CRM dept. The C
IC will help MSL rapidly build an information pool of over 3 million Maruti owne
rs as well as that of its prospective customers
Sports Events
Analytical CRM
Operational CRM
Sales Intelligence CRM
Collaborative CRM
* A Buying Experience Like No Other
Maruti Suzuki has a sales network of 307 state-of -the-art showrooms acros
s 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 al
l 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 ti
me during service. The J.D. Power CSI study also reveals that 97% of Maruti Suzu
ki owners would probably recommend the same make of vehicle, while 90% owners wo
uld probably repurchase the same make of vehicle.