RELATIONSHIP POLICY:

The customer is tied to the company primarily through financial incentives –lower prices for
greater volume purchases or lower prices for customers who have been with a firm a long time.

As we know, the acquisition cost is not the only cost one faces when buying a car. It may not
necessarily be affordable to maintain, as some of its regularly used spare parts may be priced
quite steeply. Tata Motors provides very well after sale services to its customers. It is in the
economy segment that the affordability of spares is most competitive as compared to others.

It also provides its long term customers either with stable prices or lower price increases as
compared to the new customers.

TATA motors provides financial incentives and rewards to the customers who bring more business to their
service station by recommending and spreading good word of mouth to others about their services.

TATA Motors provides free of cost servicing to customers having Tata cars within a two-year
warranty time period. TATA motors also offers an extended paid warranty program marketed
under the brand, “Forever Yours” for the third and fourth year after purchase. The extended
warranty program helps in strengthening contact with the customer and also increase the
revenue generated from sale of spares, accessories and automobile related services.

CRM Systems and Implementation

These are some of the key features for which AUTOMOTIVE SECTOR applies CRM software:

Sales management shares customer information between sales, service and parts departments

Vehicle management gives complete vehicle data along with sales, service and financial history,
as well as dealer and license information and owner and contact information

Activity and e-mail management systems link e-mails with associated contacts, leads
and opportunities

Service management increases customer loyalty by enabling consistent, personalized

interaction across all customer touch points including, telephone, e-mail, Web, wireless devices
and in-person meetings