Customer

Relationship
Management
Presented By:
Ronak Parmar (D013)

Introduction
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 Suzuki
of Japan.
The Indian government held an initial public offering of 25% of the company in June
2003. As of 10 May 2007, Govt. of India sold its complete share to Indian 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.

 Customer is the king

The approach of identifying, establishing, maintaining,

and enhancing lasting relationships with customers.

The formation of bonds between a company and its

customers.

NEED OF CRM
The focus of CRM is on creating value for the customer and the company
over the longer term.
When customers value the customer service that they receive from
suppliers, they are less likely to look to alternative suppliers for their needs
CRM enables organisations to gain competitive advantage over
competitors that supply similar products or services.

MARUTI AND
CRM
Maruti created a land-mark in CRM by launching a website for the customers in the
year 1998

Maruti is investing a lot of money and effort in building customer loyalty

programmes
Maruti Auto Card

MARUTI AND
CRM
True Value Outlet

On Road Service

Availability of easy finance

MARUTI AND
CRM
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

MARUTI AND
CRM

Mega Camps

Maruti Driving School