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8/7/2019 Sandeep sharma
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Introduction of company
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Maruti Udyog Ltd. India
Type Public (BSE MARUTI, NSE MARUTI)
Founded 1981
Headquarters Gurgaon, Haryana, India
Key people Shinzo Nakanishi, Chairman
Jagdish Khattar , MD
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Introduction of Study Title
³Study of Customer Relationship Management in Mar uti
Suzuki India Ltd.´ At Jamu Automobiles Sikar
Customer Relationship Management is the establishment,development, maintenance and optimization of long-term
mutually valuable relationships between consumers and
the organizations.
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Importance of Project
Over time, Automobiles company customers tend to incr ease
their holding of the other products from across the range of
products / ser vices available.
Long-term customers ar e mor e likely to become a r ef erral
source. Continue selling.
Customers in long-term r elationships ar e mor e comfortable with
the ser vice, the organization, methods and procedur es. This helps
r educe operating cost and costs arising out of customer error .
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Objective of Project
Personal, long-ter m relationship with customer .
Increase the Volume of sales.
Pr of it Maximization. Increase customer Satisf action.
Impr ove Brand Image.
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Research Methodology
� Sample Size :- 100 people out of these 500 hundreds
customers. In this process I used the simple random
sampling and got the sample size out of the total population.
� Data Collection :-Primary data :- Survey method, Interview
Method, Questioners method.
� TOOLS OF DATA COLLECTION:-
1. INFORMATION FROM EMPLOYEES
2. COMPANY PAST DATA
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Data Interpretation
Q.1.What is the envir onment & ser vices of Mar uti Suzuki?(a) very good [76%]
(b) good [19%]
(c) bad [ 5%]
wo r k in g e n v ir o n m e n t
5 %
7 6 %
1 9 %
very good
good
bad
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2.. Do you know about the Maruti Suzuki cars?
60%
30%
10%
Y s
No
Som What
3. Have you any car of Maruti Suzuki?
60%
40% Y s
No
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4. Are You Satisfied With the service of
Maruti Suzuki ?
5. Are You face any problem in buying or
servicing of the Maruti Suzuki car?
60%25%
15%Customer
Satisfied
Not Satisfied
Not Yet
10%
20%
10%60%
Customers
Yes In Servicing
Yes In Buying
Yes In Both
Not Face any Problem
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6.Do You Think That Maruti Suzuki Provide
good service & satisfaction in camper to other?
55%
25%20%
0%
10%
20%
30%
40%
50%
60%
YES NO NOT IDEA
YES NO NOT IDEA
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7. Would you like to use the Maruti Suzuki
cars?
60%
40%
YES NO
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CONCLUSION
After the analysis of the those products I was found 74%
customer ar e fully satisfied with Maruti Suzuki ltd. While 26% not
satisfied with Maruti Suzuki ltd.. Because of following r eason««.
1.Maruti providing product and ser vices according customer
needs by conducting sur veys.
2.Maruti provides the products according to every segment of the
market needs.
3.Maruti ser vice centers appearance.
4.Maruti majorities in car segment as customer expectations.
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SUGGESTIONS
1.
The
company should organize
customer m
eet programm
e
on monthly or quarterly base.
2. The Company should open mor e offices and ser vice centers
to provide timely ser vices to customers.
3. Periodical sur veys to know the level of customer
Relationship to be conducted.
4.New information to be sent to the customer through e-mails
/letter
5.Ther e is should be strong distribution channel for the
availability of the product.
6.Should have strong brand building exercise to enter into
this highly monopolistic market.
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Limitation of Study
1. The sur vey is conducted to in very short time.
2. We use questionnair es tool for data collection.
People do not give corr ect answer about automobile
industry and ser vices.
3. People do not provide corr ect information about cars& automobile industry.
4. The sample size and the ar ea of sampling is short so
we can not apply this r esult on whole country.
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