Company Introduction

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

* Modernization of the Indian Automobile Industry.

* Production of fuel-efficient vehicles to conserve scarce resources.

* 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 created a land-mark in CRM by launching a website for the custome

rs in the year 1998
* Maruti is investing a lot of money and effort in building customer loyalty
programmes

Maruti Auto Card

Availability of easy finance
True Value Outlet
On Road Service
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 furthe
r bolsters their claim of being customer friendly

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

Maruti Call Center

Mega Camps

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.

* 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, exchang
e- Maruti Suzuki is set to provide a single-window solution for all car related
needs.
* The Low Cost Maintenance Advant
The acquisition cost is unfortunately not the only cost customers face whe
n buying a car. Not so in the case of a Maruti Suzuki. It is in the economy segm
ent that the affordability of spares is most competitive, and it is here where M
aruti Suzuki shines.
* Lowest Cost of Ownership
The highest satisfaction ratings with regard to cost of ownership among al
l 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 C
hennai as social initiatives.
 * Maruti Driving School-Available in all major cities. Lady trainer for la
dy customer.
* Institute of Driving Training and Research.
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