Customer Relationship Management

CUSTOMER RELATIONSHIP MANAGEMENT
INTRODUCTION:
Customer dating manage is defined as “a manipulate method of obtaining customers through

facts their desires, retaining customers thru interesting desires more than expectations and
attracting new clients thru patron specific strategic marketing and advertising techniques. The
method includes contemporary self-control at the part of the whole enterprise employer in
evolving and implementing courting strategies that is probably profitable to all involved.”
The interest on CRM is beneficial to each the corporations and the customers. The businesses
gain from reduction in customer acquisition expenses, generations of extra dependable clients,
growth of client base, discount in business and advertising and advertising and advertising
charges, increase within the form of profitable customers, the possibility to introduce new
products without problem and moreover the opportunity to boom the commercial business
enterprise.
CRM is useful to customers inside the form of stepped forward service exceptional, custom
designed business enterprise, cut price of strain, extended charge for coins and empowerment.
According to Philip kotler, Customer dating manage is the overall approach of constructing and
keeping profitable patron courting thru turning in superior patron price and pride”.
CRM, or Customer relationship control, is some of techniques and generation which may be
used to bring collectively more potent relationships among companies and their customers. A
business enterprise will preserve statistics this is associated with their customers, and they'll
spend time analyzing it genuinely so it may be used for this motive.
Some of the strategies linked with CRM are automatic, and the purpose of that is to create
advertising and marketing and advertising and marketing techniques which might be focused in
the route of specific customers. The techniques used can be relying on the statistics this is
contained inside the system. Customer dating manage is generally used by organizations, and
they will interest on retaining a strong courting with their customers.
There are a number of motives why CRM has end up so crucial inside the ultimate 10 years. The
competition within the worldwide marketplace has turn out to be as an alternative aggressive,
and it has turn out to be an awful lot much less difficult for customers to trade organizations if
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they'll be no longer satisfied with the service they attain. One of the number one goals of CRM is
to hold clients. When it's far used efficaciously, a commercial organisation agency can be able to
bring collectively a dating with their clients that might last a whole existence. Customer courting
manipulate tool will typically come in the form of software program application software
program application. Each software software software software program software software may
additionally range within the way it techniques CRM. It is vital to keep in mind that CRM is
greater than handiest a generation.
Customer courting manage may be higher defined as being a way, an method that a agency will
use to collect their desires. It need to be straight away related to the philosophy of the business
enterprise. It have to guide all of its suggestions, and it need to be an essential a part of customer
support and advertising. If this isn't always completed, the CRM device turns into a failure.
There are various of factors the proper CRM gadget ought to have. It need to permit the
industrial business enterprise enterprise to locate the factors that hobby their customers the
maximum.
It is also vital for the CRM device to foster a philosophy this is oriented inside the course of the
customers. While this will sound like common revel in, there are a large fashion of agencies that
have did not do it, and their corporations suffered as a prevent cease result. With CRM, the
customer is constantly proper, and they are the maximum critical factor within the fulfillment of
the business business enterprise. It is likewise critical for the commercial organisation company
to apply measures which is probably dependent on their clients. This will notably tip the
opportunities of success of their determine on. While CRM want to not be taken into
consideration as a era, it's miles vital to remember that there are stop to forestall techniques that
have to be created honestly so clients can be nicely served. In commonly, those strategies will
use laptop systems and software program application software program software software.
Customer assist is right now related to CRM. If a corporation organisation fails to offer terrific
customer service, they have got moreover failed with their CRM machine. When a consumer
makes lawsuits, they should be treated rapid and efficaciously. The employer industrial agency
business agency need to also are looking for to ensure the ones errors are not repeated. When
profits are made, they want to be tracked sincerely so the organization can take a look at them
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from numerous factors. It is also important to understand the structure of Customer dating
control.
The form of CRM can be damaged down into three instructions, and those are collaborative,
operational, and analytical. The collaborative aspect of CRM gives with communique amongst
agencies and their patron.
NEED OF THE STUDY
Organizations having be aggressive environment with courting manipulate of client and they will
be attracting the customer with a few effective profits promotions.
But a few agencies need to assess the purpose, software, effectiveness of client pleasure. They
are fail to evaluate this customer courting manipulate.
So, this have a have a study has been undertaken to assess the consumer dating within the SRI
SRI AUTOMOBILES.
OBJECTIVE OF THE STUDY
The purpose of this mission is deeply analyzing on SRI SRI AUTOMOBILES , Khammam
through monitoring the growth charge and commonplace overall overall performance on the idea
of historic statistics.
1. To take a look at the purchaser dating control practices of Automobile Industry.
2. To have a look at the purchaser courting manipulate practices located through using SRI
SRI AUTOMOBILES , Khammam .
3. To have a study the opinion of customers on effectiveness of CRM Duties of SRI SRI
AUTOMOBILES , Khammam .
4. To provide conclusions & recommendations
SCOPE OF THE STUDY:
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The scope is confirmed best to have a examine the “Customer courting control close to SRI SRI
AUTOMOBILES , Khammam and to discover possible treatments to counteract their opposition
in the manner.
• The examine lets in to growth the company to client
• The CRM practices offer data with regard the pride diploma of the patron of the
organization and a way to maintain courting with consumer.
The scope of the take a look at isn't extremely good to find out figuring out the consumer dating
of a particular product but additionally to the appeared of all organizations in four wheel place.
RESEARCH METHODOLOGY
RESEARCH DESIGN:
“Research format is the plan, shape and approach of research conceived so you can benefit
solutions to investigate questions and to control variance”.
DESCRIPTIVE AND EXPLORATORY RESEARCH
The research format is every descriptive and exploratory in nature. The dreams of this have a
take a look at is to reply the “who, what, even as, in which and How” of the mission below
research.
SAMPLING PLAN AND SIZE OF THE CONSUMERS:
Sampling plays a essential function in finding out the remarkable of any assignment on the equal
time as doing this survey it is felt to conduct the survey for clients underneath handy sampling
method. Convenience sampling have become determined every for clients wherein the pattern
unites are determined on normally on the idea of the benefit of the investigations. The sample
changed into decided as a hundred and twenty customers.
SAMPLE TERRITORY:-
The survey has been conducted and constrained to the city of Khammam in Andhra Pradesh.
SOURCES OF DATA:
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Data, that is for use for the challenge, has come from primary assets further to secondary
resources.
PRIMARY DATA SOURCES:
Primary facts is the records that is gathered through the researcher proper far from his private
observations and evaluations. For instance, if the researcher conducts a survey for the accrued of
facts then it's far called primary records.
SECONDARY SOURCES:
Secondary data is statistics gathered via the usage of manner of a person other than the character.
Common resources of secondary facts for social technological know-how encompass censuses,
surveys, organizational information and information accrued through qualitative methodologies
or qualitative studies. The secondary information is likewise gathered via commercial enterprise
employer records and out of doors property like journal, magazines and ebook on advertising and
marketing studies.
DATA COLLECTION METHOD:
The survey technique turn out to be hired for number one statistics collection. The medium of
facts series thru private interviews. Where the respondents had been puzzled in face-to-face
assembly the customers have been met both of their homes or workplace. Some of respondents
had been harassed thru telephones.
TOOLS FOR DATA COLLECTION
The information have end up gathered via based questionnaire. Questions may be labeled into
multi-desire and open-ended questions. Questionnaires have been designed for customers. Care
become taken to make certain that the questions framed had been nicely matched with research
goals.
Firstly, with the beneficial aid of taking the pattern questionnaires, a pilot survey has been
executed the severa numerous sections of the human beings. Wording and sequencing of
questions, desire of respondents, information sought and gadgets clarity as an entire, had been
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tested. After taking the exactness and correctness the very last version of the questionnaire has
been drafted and feature turn out to be taken up for situation survey abilties.
STASTICAL TOOLS:
In the context of the triumphing take a look at, the following statistical tool had been used.
FREQUENCY DISTRIBUTING TABLE:
A frequency distribution refers to records labeled on the concept of some variable, which
may be measured along with age, profits and plenty of others.
PERCENTAGES:
Percentages are used to offer an purpose for relationships, because of the fact that they
lessen the whole thing to a commonplace base and there through permit sizeable comparisons to
be made.
PIE DIAGRAM/ BAR DIAGRAM:
There are pictorial representations of statistical statistics with severa subdivisions in a spherical
from and column form respectively.
LIMITATIONS OF THE STUDY:
• As the time given for the completion of the assignment come to be restricted.
• The survey have end up performed in Hero Motocorp beneath the dealership of SRI SRI
AUTOMOBILES , Khammam .
• They can be few evaluations, that would have been disregarded out.
• While calculating the probabilities, approximations are made to the closest figures. This
won't deliver right picture of the check.
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CHAPTER – II
REVIEW OF LITERATURE
MARKETING:
A Market refers to the high-quality agencies of clients for a made from employer. Market need
now not be a place inside the traditional sense. Here, the sellers or marketers are dealt with due
to the fact the enterprise and the customers due to the truth the market.. Examples are preferred
patron market, agency marketplace, global market, and specific markets like teens’ market,
children market, taking walks girls’s marketplace, insurance marketplace, healthcare market and
schooling market.
A market is the set of real and capability customers of a product. Such clients or clients
percentage a specific need or need that may be satisfied via exchange relationships. The length of
the marketplace will rely on the massive type of individuals who show off the need, have the
shopping for energy, and are willing to exchange their assets for what they want.
Marketing:-
Marketing is described via the usage of the usage of the American Marketing Association
(AMA) as "the interest, set of institutions, and strategies for developing, speakme, turning in, and
replacing offerings that have price for customers, customers, partners, and society at big.
Marketing is a products or services selling related common sports activities sports sports
activities activities. The time period advanced from an real because of this which referred
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actually to going to a marketplace to buy or promote devices or services. Seen from a systems
element of view, earnings way engineering advertising is "a hard and speedy of methods which
is probably interconnected and interdependent with precise abilties, whose techniques can be
improved the use of an expansion of specially new techniques."
CUSTOMER NEEDS, WANTS, AND DEMANDS:
NEEDS:-
Human desires are states of felt deprivation. Needs are the easy necessities of individual, with
out the ones critical necessities like food, cloths and shelter no person can live existence in this
international. The prolonged varieties of goals are health and schooling which for fine each on
simple want in these days’s global but they come after food, cloths and safe haven. Marketers
play no function in growing desires, they'll be herbal default requirements of every guy or
women. Organization already is privy to the needs there can be no requirement for any studies
paintings to growth product which covers the dreams of humans.
WANTS:-
Wants are the shape human desires take as they are common with the beneficial resource of way
of life and individual man or woman. Wants are marketed through manner of marketers on this
shape of way that everybody experience the ones dreams need to be compulsory a part of
lifestyles. We can take the examples of cellphone, Internet, one in each of a kind kind of
elements and apparel the ones all come beneath umbrella of human dreams.
For Example,
Any person can eat food to feed himself, however he want to eat speedy meals, fried rice and
Chinese food. Cloths are required for someone to cowl himself but we're able to see people
sporting denims, in form just because of way of existence have an impact on.
DEMANDS:-
Demand is want sponsored through looking for strength, person have limitless needs but resource
are limited in the international. Its no longer possible that each person get the choice subjects in
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the global. Wants are desires of human, looking for energy will convert these dreams to name
for.
For Example,
Willingness to shop for BMW is want however if you have the searching for energy then it
becomes call for.
Marketing control :
According to Philip Kothler” Marketing control is the artwork and technological expertise of
choosing purpose markets and constructing profitable relationships with them. This consists of
getting, preserving and growing clients via growing, handing over, and speaking advanced fee”
Thus advertising and advertising and advertising manipulate consists of handling name for,
which in flip, consists of coping with customer relationships.
Production idea:
The production concept believes that customers will need merchandise which may be with out
trouble available at an plenty much less luxurious prices. Improvement in production and
distribution traditional standard performance might be the point of interest for manipulate
beneath this idea. When the choice for for a product exceeds the deliver, manufactures should
growth manufacturing. When the product’s fee is simply too immoderate, the manage has to
keep it right right down to cheaper tiers.
Product idea:
The product idea believes that clients will choose products that provide the maximum in
notable, not unusual universal overall performance, and current-day capabilities. Continuous
upgrades in product and high-quality are crucial for businesses that observe this concept.
Selling idea:
The promoting idea believes that clients will not buy sufficient of the economic enterprise
business enterprise employer’s merchandise besides it undertakes strain selling techniques and
heavy merchandising efforts.
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Selling:
Selling is also critical function of marketing and advertising and marketing and advertising and
advertising and advertising and advertising and marketing. It is the way in which with the
resource of using gadgets and offerings in the end go with the flow to the customers who want
them. Selling specializes in the desires of the seller.
CRM:
Customer relationship manipulate)is an data enterprise time period for methodologies, software
application, and generally Internet abilities that assist an employer manage patron relationships
in an prepared manner. For instance, an business company company have to likely gather a
database approximately its clients that described relationships in enough detail absolutely so
manage, salespeople, humans providing issuer, and possibly the customer proper away ought to
access records, healthy consumer dreams with product plans and offerings, remind customers of
provider necessities, understand what precise products a client had furnished, and so.
Goals of CRM:
The concept of CRM is that allows companies use and human belongings to advantage
perception the conduct of clients and the charge of those clients. If it without a doubt works as
hoped, groups can,
• Provide higher customer support
• Make call centers extra green
• Cross promote merchandise more successfully
• Help earnings employees near offers faster
• Simplify advertising and marketing and advertising and earnings strategies
• Discover new clients
• Increase client income
• Improve customer support and pride
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• Increase profitability
• Reduce terrible consumer research
• Allocate sources extra correctly
• Lower the fee of client interaction
• Attract and preserve clients and possibilities
• Build more potent consumer relationships
• Improve medical results
Need of a CRM assignment:
The need for a CRM challenge is to rely the channels a patron can use to get proper of get
entry to to the organization. The extra channels you've got got, the greater need there may be for
the kind of unmarried centralized purchaser view a crm machine can offer.
CRM COST:
The popular price of possession of CRM includes the charges of hardware, software program
software utility, expert offerings (for ongoing protection, enhancements and optimization) and
internal prices. According to a survey (2001) of extra than 1,600 commercial enterprise
corporation and IT professionals completed via The Data Warehousing Institute, near 50% of
survey contributors stated that that that they had CRM undertaking budgets of plenty tons a great
deal less than $500,000. And the equal survey showed many respondents with CRM mission
budgets of over $10 million. Implementation of CRM structures make take everywhere from
some months to three years
• Responses to campaigns
• Shipping and achievement dates
• Sales and purchase statistics
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• Account facts
• Demographic facts
• Web earnings statistics
• Service and manual facts
• Web registration information
CHAPTER – III
COMPANY PROFILE
The Hero Moto Corp (previously Hero Honda) story started out out out out with a easy vision –
the imaginative and prescient of a cell and an empowered India, powered thru Hero Moto Corp
(formerly Hero Honda). This vision end up pushed through Hero Moto Corp (formerly Hero
Honda)'s willpower to consumer, superb and excellence, and on the same time as doing so,
preserve the great requirements of ethics and societal obligations. Twenty 5 years and 25 million
wheelers later, Hero Moto Corp (formerly Hero Honda) is towards interesting this dream. This
imaginative and prescient is the the use of pressure within the lower back of the whole lot that
we do at Hero Moto Corp (formerly Hero Honda).
We understood that the quickest manner to reveal that dream proper into a fact is by using the
use of way of manner of manner of very last focused on that vision. There were many unknowns
but we stored religion, and nowadays, Hero Moto Corp (formerly Hero Honda) has been the
maximum important wheeler commercial employer organization organization in the
international for eight consecutive years. Our boom has stored compounding. The business
organization crossed the ten million unit milestone over a 19-one year span. In the contemporary
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millennium, Hero Moto Corp (formerly Hero Honda) has scaled this to fifteen million gadgets in
simplest 5 years! In fact, at a few degree within the 12 months in have a observe, Hero Moto
Corp (previously Hero Honda) sold greater wheelers than the second one, 1/three and fourth
placed wheeler organization prepare. With Hero Moto Corp (formerly Hero Honda), the home
wheeler marketplace changed into capable to show splendid growth for the duration of the year
in assessment. Without Hero Moto Corp (previously Hero Honda), the house market may
additionally additionally have in truth shrunk. Over the path of and a 1/2 of some years, and 3
successive joint assignment agreements later, every partners have quality-tuned and perfected
their roles as joint assignment companions. What the two companions did emerge as some
element quite smooth.
They absolutely caught to their respective strengths. As one of the global's generation leaders in
the automobile area, Honda has been capable of constantly provide technical knowhow, layout
specs and R&D upgrades. This has brought on the development of worldwide beauty, fee - for-
coins bikes and scooters for the Indian market. On its difficulty, the Hero Group has taken on the
singular and tough obligation of making world-beauty manufacturing facilities with strong
strategies, constructing the deliver chain, installing an intensive distribution networks and
providing insights into the thoughts of the Indian customer. Since each partners keep to
recognition on their respective strengths, they have been able to supplement each distinct. In the
way, Hero Moto Corp (formerly Hero Honda) is recognized nowadays as one of the maximum a
fulfillment joint ventures within the worldwide. It is consequently no wonder that there are more
Hero Moto Corp (previously Hero Honda) motorcycles on this usa of the usa's roads than the
whole populace of some European international places put together! The organization's meteoric
growth inside the -wheeler marketplace in India stems from an intrinsic capability to achieve out
and are to be had towards its customers, with each passing 3 hundred and sixty 5 days. Hero
Moto Corp (previously Hero Honda)'s bikes are presented and serviced thru a network of over
3500 patron touch points, comprising a mixture of dealers, provider centres and stockists placed
during rural and concrete India. Hero Moto Corp (previously Hero Honda) has constructed
global-class production centers at Dharuhera and Gurgaon in Haryana, and its 0.33 and
maximum contemporary plant at Haridwar has absolutely finished a full 12 months of
operations. It is difficult to assume that every one this has took place in the span of sincerely and
a 1/2 of of of many years! The exceptional is but to move again. During the one year in
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assessment, Hero Moto Corp (previously Hero Honda) powered its manner in a marketplace that,
for all realistic functions, have grow to be feeling the entire effects of the monetary slowdown in
India. With an monetary healing now without a doubt at the cards, Hero Moto Corp (formerly
Hero Honda) is prepared to enjoy into a few other summit. As Brijmohan Lall Munjal, the
Chairman, Hero Moto Corp (previously Hero Honda) Motors succinctly places it, "We pioneered
India's wheeler company, we've got had been given were given counseled it through tough
instances; now it is our duty to set the pace all over again.''
CLASSIFICATION OF THE INDUSTRY
The -wheeler phase may be classified into the scooter, mopeds, and bikes. Motorcycles: this
phase has verified the exceptional common performance within the trendy years. The
marketplace leaders on this phase are Bajaj Auto. TVS, Mahindra, Hero Moto Corp (formerly
Hero Honda). [The splendor is the most popular segment among motorcycles.]
Two Wheeler Industry
It wasn’t an easy 12 months for the two wheeler company. Rising interest expenses and the
economic slowdown delivered approximately now not on time consumer preference making and
a upward thrust in mortgage defaults. Over the direction of the 12 months, banks withdrew
financing centers from satellite television for computer television for computer cities. The
percentage of financing, which had extended all at once to 50-60 consistent with cent of the
whole retail earnings thru early 2007, has now come all the way all of the way proper right down
to beneath 30 steady with This got here as a high-quality setback for the two-wheeler industry.
Ongoing authorities investments very absolutely emphasis inclusive increase via stepped forward
connectivity, tool-creation and enhancing splendid of lifestyles. The rural street outlay has been
upped thru close to 60 normal with cent, the price range for the Urban Renewal Mission has been
hiked with the useful aid of 87 consistent with cent, and fund allocation to the continuing
National Highways software program has been upped via the usage of 23 consistent with cent.
Importantly, India has delivered clean impetus to its flagship approach creation utility for rural
India: the National Rural Employment Guarantee Scheme. During 2008-09, this scheme, which
offers 100 assured days of difficult work a day for the u . S .’s rural terrible, provided
employment possibilities to greater than 40 4 million families very last one year; a 3 hundred and
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sixty 5 days inside the beyond, 33 million families were included. During the high-quality 365
days, there have been crucial traits in wheeler organisation. The competition has reinforced
despite the fact that there are occasionally any new entrants into the enterprise employer. There
is an growing emphasis on fee and this has introduced about fee reducing efforts all in some
unspecified time in the future of cent. The enterprise, thereby, making the purchaser an final
beneficiary. The fashion moreover determined creation of recent motorcycles with functionality
beginning from one hundred to 250cc bikes. We count on that many more new fashions can be
launched at a few stage within the 12 months and provide customers masses of preference at
competitive prices. Businesses cannot continuously broaden at 25-30 consistent with cent. Each
business enterprise has a bent to taper and plateau after attaining a particular duration. An annual
increase fee of 10-12 in line with cent over a time period is specifically healthy. The TCS have a
have a have a examine scores are finished at the motorbike segment degree to offer comparisons
amongst similar organizations of bikes. Motorcycles score most in their respective segments for
TCS are: Hero Moto Corp (formerly Hero Honda) splendor plus (high-quality fashionable
motorbike section); Bajaj pulser (excellent government motorcycle phase); Hero Moto Corp
(formerly Hero Honda) karizma (fantastic pinnacle class bike segment); and Royal Enfield Bullet
Electra (excellent cruiser motorbike segment). "The particularly low score for the government
phase shows that maximum producers have fallen short of meeting the excessive expectations of
these customers,".
The Board of Directors of The Hero Moto Corp (previously Hero Honda) Group
Comprises of : -
Mr. Brijmohan Lall Munjal Chairman
Mr. Pawan Munjal Managing Director
Mr. Akio Kazausa Joint Managing Director
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Mr. Kazumi Yanagida Director
Mr. Satyanand Munjal Director
Mr. Om Prakash Munjal Director
Mr. M P Wadhawan Director
Mr. S P Virmani Director
Mr. O P Gupta Director
Mr. M. Sudo Director
Mr. S Toshida Director
Mr. N N Vohara Director
Mr. Pradeep Dinodia Director
Gen. ( Retd.) V P Malik Director
CUSTOMER SERVICE
Hero MotoCorp'skeeps on taking constantly-new obligations to maintain its control on provider

similarly to beautify client pleasure diploma on an ongoing foundation. Some of the brand new
obligations associated with customer support are as follows: -
• Service Advisors at Dealerships
• Service Plus Scheme for clients
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• Pre Paid Reply Cards
• Automated Mobile Service Workshops
• Mega Millennium Camps
• On the Job Training Programmes
• Local Mechanics Training
There are many extra tasks, which we keep on taking on the facet of our dealers to preserve our
customers continuously in our thoughts on pinnacle precedence.
Safety- "S4" Concept (Sales, Service, Spare Parts & Safety)
Hero MotoCorp'sis furthermore launching right away a unique idea and a very number one
initiative - Safety at their S4 Dealerships (Sales, Spare Parts & Safety)
Safety Education to motorcycle clients may be an crucial a part of Hero MOTOCORP's bike
shipping technique at the showroom. Customers might be informed on Safe Riding strategies via
severa audio seen aids. Safety Instructors can be supplying driving competencies further to
training to the customers. Dealers shall furthermore behavior a top programme of their respective
towns with the association of network website visitors police on a everyday basis on safety
education and correct using strategies.
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HERO MOTOCORP SERVICE POLICY
MOTOR CYCLES SCOOTERS
SERVICING DAYS KMS (KILOMETERS) SERVICING DAYS KMS (KILOMETERS)
1st FREE 15-30 500-750 1st FREE 15-30 500-750

SERVICE SERVICE
2nd FREE 75-90 2500-3000 2nd FREE 105- 2500-3000

SERVICE SERVICE 120
3rd FREE 135- 5500-6000 3rd FREE 195- 5500-6000

SERVICE 150 SERVICE 210
4th FREE 195- 8500-9000 4th FREE 285- 8500-9000

SERVICE 210 SERVICE 300
LEGEND GRID (HERO MOTOCORP SPARE PARTS RETAILER)
FOR GENUINE HERO MOTOCORP SPARE PARTS
SERVICE CURREENT NOS FUTURE COLOR NOS

PROVIDER COLOR CODE (NUMBERS) CODE (NUMBERS)
Hero Motocorp
exclusive
RED 1 ORANGE -
authorized
dealership
Authorized
BROWN 2 ASH 2
service center
Private
workshop BLACK 30 GREEN 15
owner
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Parts stockiest GREEN LIGHT GREEN - -
Parts retailer - - - PINK
HERO MOTOCORP MOTORCYCLE AND SCOOTER INDIA PVT. LTD. (HMSI)
TECHNICAL SPECIFICATIONS & WEIGHT MEASUREMENTS
108
KERB WEIGHT (kg)
LENGTH (mm) 1972
WIDTH (mm) 742
HEIGHT (mm) 1072
WHEELBASE (mm) 1262
GROUND CLEARANCE (mm) 180
FUEL TANK CAPACITY (Litre) 8
ENGINE AND TRANSMISSION
ENGINE TYPE 4 stroke, Air cooled SI Engine
DISPLACEMENT 109 CC
NET POWER 9 bhp @ 8000 rpm
TORQUE 9 nm @ 6000 rpm
AIR FILTER Paper filter – viscous
STARTING SYSTEM Self/kick
TRANSMISSION 4 – speed constant mesh
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GEAR SHIFT PATTERN 1 down – 3up
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ORGANIZATIONAL CHART
SUDHAKAR &
MD AKBAR
A. SURENDER VENKATESHWAR
A. SRINIVAS
RATIO LU
SPARES
SALES SERVICE
MANAGER
MANAGER MANAGER
TECHNICIANS -
FLOOR SPARES ASST. - 2
10
INCHARGE -1
Asst. sales ASST.TECHNICIA B. YELLAIAH
B. SRINIVAS GOUD
manager NS-8
Mr. Rakesh LAVANYA
C.R MANAGER-1 SUPERVISORS-2

S/RM. SALES EXE ACCOUNTANT - B. ANIL RAMESH&GANESH
-1 1
SERVICE RECEPTION-1
G. NAVEEN MD. JAVEED
NARMADA
WATER WASH -
4
F/D. SALES EXE -
2 CASHIER - 2
SK. SAMUDDIN,
RAMESH AND
CHAITANYA
COMPUTER
RECEPTION - 1
EXECUTIVE
MADHAVI
MAZAHED
DMS/PSF -1 OFFICE BOY - 1

S. RAJESHWARI VEERESHAM
SECURITY - 1
STO. 1
MOHAN
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CHAPTER – IV
DATA ANALAYSIS & INTERPRETATION
1. From how many years, you are using Hero Motocorp products?
s. no Response No. of Percentage of respondents
Less than 1 respondents

1 15 12.5%
year
2 1 to 2 years 26 22%
3 2-3 years 68 56.6%
4 3-4 years 11 9%
Total 120 100%
Percentage of respondents
60.00% 56.60%
percentage of respondents
50.00%
40.00%
30.00%
22%
20.00% Percentage of
12.50%
9% respondents
10.00%
0.00%
Less than 1 1 to 2 years 2-3 years 3-4 years
year
Response
INTERPRETATION
The above graph suggests that
• 56.60% of respondents are the use of Hero Motocorp merchandise from 2-three years
• 22% of respondents the use of from 1-2 years.
• 12.50% of respondents are the usage of the Hero Motocorp merchandise a great deal an
awful lot less than 1 year.
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• 9% of respondents are the use of the Hero Motocorp merchandise from 3-four years
2. Do you think Hero Motocorp is able to give excellent customer service at any point of contact?
1 Yes respondents
28 23%
2 No 12 10%
3 Sometimes 75 63%
4 not at all 5 4%
Total 120 100%
80%
63%
60%
40%
23%
Percentage of
20% 10%
4% respondents
0%
Yes No Sometimes not at all
Response
INTERPRETATION
The above graph shows that
• sixty 3% of respondents stated that on occasion SRI SRI AUTOMOBILES is able to
deliver outstanding customer support at any thing of touch
• 23% of respondents said that SRI SRI AUTOMOBILES is able to offer first rate
customer support at any element of touch.
• 10% stated that SRI SRI AUTOMOBILES is unable to offer incredible customer service
at any aspect of touch
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• four% said that SRI SRI AUTOMOBILES in no way deliver amazing customer support
at any trouble of touch
3. If you are a repeated customer, will they recognize you when you visit the store?
1 Yes 57 46%
2 No respondents
21 18%
3 May be 38 31%
4 Not at all 7 5%
Total 120 100%
50% 46%
45%
Percentage of respodents
40%
35% 31%
30%
25%
20% 18% Percentage of
15% respondents
10% 5%
5%
0%
Yes No May be Not at all
Response
INTERPRETATION
• 46% of respondents said personnel at SRI SRI AUTOMOBILES recognize them because
of the reality they may be repeated clients.
• 31% of respondents said employees at SRI SRI AUTOMOBILES also can understand
them because of the truth they are repeated customers.
• 18% of respondents stated employees at SRI SRI AUTOMOBILES don’t understand
them due to the reality they'll be repeated customers.
• 5% of respondents stated personnel at SRI SRI AUTOMOBILES in no way understand
them due to the truth they may be repeated customers.
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4. Do SRI SRI AUTOMOBILES conduct customer satisfaction surveys?
1 Yes respondents
41 34%
2 No 15 13%
3 Sometimes 39 32%
4 not at all 25 21%
Total 120 100%
40% 34% 32%
30%
21%
20% 13%
10%
0%
Response
INTERPRETATION

• 34% of respondents stated that SRI SRI AUTOMOBILES behavior consumer pride
surveys.
• 32% of respondents stated that SRI SRI AUTOMOBILES occasionally behavior
purchaser satisfaction surveys.
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• 21% of respondents SRI SRI AUTOMOBILES in no way conduct customer pleasure

surveys.
• 13% of respondents stated that SRI SRI AUTOMOBILES doesn’t behavior purchaser
pleasure surveys.
5. Which practices are made by SRI SRI AUTOMOBILES to increase the relationship with customers?

1 Providing discounts on 4 3%
2 Wishing on special
repeat purchase respondents
25 20.83%
3 Customeroccasions
loyalty programs. 69 58%
4 Conducting customer 15 12%
5 Free after salesurvey.
satisfaction service 7 5.83%
Total 120 100%
70% 58%
60%
50%
40%
30% 20.83%
20% 12%
3% 5.83%
10%
0%
Providing Wishing on Customer Conducting Free after sale
discounts on special loyalty customer service
repeat occasions programs. satisfaction
purchase survey.
INTERPRETATION
• fifty eight% of respondents stated SRI SRI AUTOMOBILES made purchaser loyalty
programs to growth the reference to the patron.
• 20.Eighty three% of respondents said SRI SRI AUTOMOBILES needs on particular
sports activities to growth the connection with the purchaser.
• 12% of respondents stated SRI SRI AUTOMOBILES conducts customer delight survey
to boom the relationship with the client.
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• 5.Eighty three% of respondents stated SRI SRI AUTOMOBILES made unfastened after
profits issuer to boom the connection with the client.
• 3% of respondents said SRI SRI AUTOMOBILES offers reductions on repeated buy to
growth the connection with the client.
6. Which factor convinces you about the SRI SRI AUTOMOBILES brand to buy?

1 Quality 68 57%
2 Price respondents
26 21%
3 Service 15 12.5%
4 Discounts 6 5%
5 Gifts 5 4.16%
Total 120 100%
60% 57%
50%
40%
30%
21% Percentage of
20% respondents
12.50%
10% 5% 4.16%
0%
Quality Price Service Discounts Gifts
response
INTERPRETATION

• 57% of respondents said that first rate of SRI SRI AUTOMOBILES forces to shop for
their merchandise.
• 21% of respondents stated that rate of SRI SRI AUTOMOBILES forces to buy their
products.
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• 12.50% of respondents said that provider of SRI SRI AUTOMOBILES forces to buy
their merchandise.
• 5% of respondents stated that discounts given via the use of SRI SRI AUTOMOBILES
forces to buy their merchandise.
• 4.16% of respondents stated that gadgets provided with the aid of using SRI SRI
AUTOMOBILES forces to shop for their products.
7. Have you received a proper demonstration on the product that you bought from SRI SRI
AUTOMOBILES?
s. no Response No. of Percentage of
respondents
1 Mostly respondents
15 13%
2 rarely 11 9%
3 Often 89 74%
4 not at all 5 4%
Total 120 100%
80% 74%
percentage ofrespondents
70%
60%
50%
40%
30% Percentage of
respondents
20% 13%
9%
10% 4%
0%
Mostly rarely Often not at all
response
INTERPRETATION

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• 74% of respondents often acquired a right demonstration on the product that they offered
from SRI SRI AUTOMOBILES
• 13% of respondents acquired a proper demonstration mostly on the product that they
presented from SRI SRI AUTOMOBILES
• 9% of respondents no longer regularly received a proper demonstration at the product
that they provided from SRI SRI AUTOMOBILES
• 4% of respondents in no manner acquired a proper demonstration at the product that they
furnished from SRI SRI AUTOMOBILES
8. When customer has a problem, will company show sincere interest in solving it?

1 Yes 87 73%
2 No respondents
20 17%
3 Sometimes 10 8%
4 not at all 3 2%
Total 120 100%
80% 73%
70%
60%
50%
40%
30% Percentage of
17% respondents
20%
8%
10% 2%
0%
response
INTERPRETATION

• 73% of respondents said that once consumer has a problem with the fabricated from SRI
SRI AUTOMOBILES , the company suggests sincere interest in solving it.
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• 17% of respondents said that after customer has a trouble with the made from SRI SRI
AUTOMOBILES , the corporation doesn’t display sincere hobby in fixing it.
• 8% of respondents said that once customer has a trouble with the crafted from SRI SRI
AUTOMOBILES , the enterprise on occasion indicates honest interest in solving it.
• 2% of respondents said that when consumer has a hassle with the crafted from SRI SRI
AUTOMOBILES , the economic enterprise organization in no way shows sincere interest in
fixing it.
9. How you feel about the promptness of employees in services to customers?
1 Good respondents
74 61%
2 average 6 5%
3 Bad 25 21%
4 poor 15 13%
Total 120 100%
70%
61%
60%
50%
40%
30% Percentage of
21%
20% respondents
13%
10% 5%
0%
Good average Bad poor
response
INTERPRETATION
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• 61% of respondents said that promptness of personnel in services to clients is proper.
• 21% of respondents said that promptness of employees in services to customers is
horrible.
• 13% of respondents said that promptness of personnel in services to customers is
horrible.
• 5% of respondents stated that promptness of employees in services to clients is
commonplace.
10. Do they actively seek out customer comments and complaints?

1 Yes 73 60%
2 No respondents
15 13%
3 Sometimes 29 24%
4 not at all 3 3%
Total 120 100%
70%
60%
60%
50%
40%
30% 24% Percentage of
20% respondents
13%
10% 3%
0%
response
INTERPRETATION
The above graph indicates that

• 60% of respondents stated that the employer actively are looking for purchaser feedback
and court docket times
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• 24% of respondents said that the business enterprise once in a while actively are seeking
out out consumer comments and court docket instances
• thirteen% of respondents said that the organisation enterprise company doesn’t actively
are attempting to find out customer feedback and court docket instances
• 3% of respondents stated that the organisation in no way actively are seeking out patron
comments and proceedings
11. How do they collect customer comments and complaints?
1 Face to face respondents 15%

18
interview
2 Toll free numbers 57 47.5%
3 Formal surveys 41 34.16%
4 Others, please 3.33%

4
specify
Total 120 100%
50% 47.50%
45%
40% 34.16%
35%
30%
25%
20% 15%
15%
10% Percentage of respondents
3.33%
5%
0%
Face to face Toll free Formal Others,
interview numbers surveys please
specify
response
INTERPRETATION
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• 47.50% of respondents stated that the enterprise collects purchaser feedback and court
docket cases thru toll loose numbers.
• 34.16% of respondents said that the industrial organization employer collects purchaser
remarks and proceedings via formal surveys.
• 15% of respondents stated that the organisation collects customer remarks and court
docket times thru face to face interviews.
• 3.33% of respondents said that the industrial organization business enterprise collects
patron feedback and court docket cases via specific assets.
12. Do they entertain queries in a proper manner?
1 Yes respondents 70.83%

85
2 No 16 13.33%
3 sometimes 19 15.83%
4 not at all 0 0%
Total 120 100%
80.00% 70.83%
70.00%
60.00%
50.00%
40.00%
15.83% respondents
20.00% 13.33%
10.00%
0%
0.00%
Yes No sometimes not at all
response
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INTERPRETATION
•70.83% of respondents said that the business enterprise corporation entertain queries in a right
manner
•15.83% of respondents said that the enterprise business enterprise entertain queries occasionally
in a right manner
•13.33% of respondents said that the employer does now not entertain queries in a right manner
13. Do they monitor customer satisfaction levels frequently?
1 Yes respondents
25 20%
2 No 35 30%
3 Sometimes 56 47%
4 not at all 4 3%
Total 120 100%
50% 47%
45%
40%
35% 30%
30%
25% 20%
20% Percentage of
15% respondents
10%
5% 3%
0%
response
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INTERPRETATION
• 47% of respondents stated that every now and then the business enterprise display client
delight ranges often
• 30% of respondents said that the employer business enterprise don’t display patron pride
tiers regularly
• 20% of respondents stated that the organisation display show patron satisfaction ranges
often
• 3% of respondents stated that the corporation in no manner display display screen patron
delight tiers frequently
14. Which type of facilities do you get from SRI SRI AUTOMOBILES ?
1 Credit facility respondents

56 47%
2 concessions to
35 29%
regular customer
3 Good feedback 20 17%
4 quality service 9 7%
Total 120 100%
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50% 47%
45%
40%
35% 29%
30%
25%
20% 17%
15% Percentage of
10% 7%
respondents
5%
0%
Credit facility concessions Good quality
to regular feedback service
customer
response
INTERPRETATION
• 47% of respondents stated that they get credit score score score facility from the SRI SRI
AUTOMOBILES .
• 29% of respondents stated that they get concessions as everyday customers from the SRI
SRI AUTOMOBILES .
• 17% of respondents said that they get accurate comments from the SRI SRI
AUTOMOBILES .
• 7% of respondents said that they get notable carrier from the SRI SRI AUTOMOBILES .
15. How they communicate with you?

1 Frequently respondents
29 24%
2 often 45 37%
3 rarely 39 33%
4 not at all 7 6%
Total 120 100%
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40% 37%
percentage of respondnets
35% 33%
30%
24%
25%
20%
15% Percentage of
respondents
10% 6%
5%
0%
Frequently often rarely not at all
Response
INTERPRETATION
• 37% of respondents said that SRI SRI AUTOMOBILES corporation frequently
communicates with the customers
• 33% of respondents said that SRI SRI AUTOMOBILES business company not often
• 24% of respondents said that SRI SRI AUTOMOBILES enterprise regularly
• 6% of respondents stated that SRI SRI AUTOMOBILES corporation in no way
communicates with the clients
16. Do you think that the loyalty programs enhance the relationship between customers and the
company?
1 Yes respondents 8.33%

10
2 No 23 19.16%
3 Sometimes 42 35%
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4 not at all 49 40.8%
Total 120 100%
45.00% 40.80%
40.00% 35%
35.00%
30.00%
25.00%
19.16%
15.00% respondents
8.33%
10.00%
5.00%
0.00%
response
INTERPRETATION
• 48% of respondents stated that the business business enterprise organisation loyalty
packages in no way decorate the connection amongst clients and the commercial enterprise
organisation enterprise
• 35% of respondents said that the organisation company loyalty applications now and
again decorate the connection among customers and the enterprise
• 19.16% of respondents stated that the business organization loyalty packages don’t
decorate the relationship among clients and the organisation
• 8.33% of respondents stated that the agency loyalty packages decorate the connection
among clients and the corporation
17. Do SRI SRI AUTOMOBILES conduct any Loyalty program to enhance the Lifetime Value of
Customers?
respondents
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1 Mostly 42 35%
2 rarely 46 38%
3 Often 27 23%
4 not at all 5 4%
Total 120 100%
40% 38%
35%
35%
30%
25% 23%
20%
15% Percentage of
respondents
10%
4%
5%
0%
Mostly rarely Often not at all
response
INTERPRETATION
• 38% of respondents said that SRI SRI AUTOMOBILES hardly ever behavior Loyalty
software application to beautify the Lifetime Value of Customers
• 35% of respondents said that SRI SRI AUTOMOBILES commonly conduct Loyalty
software program to enhance the Lifetime Value of Customers
• 23% of respondents stated that SRI SRI AUTOMOBILES regularly behavior Loyalty
software software program to enhance the Lifetime Value of Customers
• 4% of respondents said that SRI SRI AUTOMOBILES in no manner behavior Loyalty
software program software program program to beautify the Lifetime
18. Will they give assurance what exactly when services will be performed?
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1 Yes respondents
12 11%
2 No 25 20%
3 Sometimes 76 63%
4 Not at all 7 6%
Total 120 100%
70% 63%
60%
50%
40%
30% Percentage of
20%
20% respondents
11%
10% 6%
0%
Yes No Sometimes Not at all
response
INTERPRETATION
• 63% of respondents stated that the economic organization employer once in a while
supply guarantee what exactly even as offerings may be finished
• 20% of respondents stated that the enterprise don’t provide warranty what precisely
whilst offerings is probably completed
• 11% of respondents said that the company supply assure what exactly while services can
be finished
• 6% of respondents stated that the employer in no manner deliver guarantee what
precisely whilst offerings may be carried out
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19. How much do you satisfied with the relationship with SRI SRI AUTOMOBILES showroom?
1 Very satisfied respondents

5 4%
2 Satisfied 25 21%
3 Neutral 75 62%
4 Dissatisfied 10 9%
5 Very dissatisfied 5 4%
Total 120 100%
70% 62%
60%
50%
40%
30% 21%
20% 9%
10% 4% 4%
Percentage of
0% respondents
response
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INTERPRETATION
 62% of respondents stated that they'll be happy with the connection with SRI SRI
AUTOMOBILES showroom
 21% of respondents stated that they'll be happy with the connection with SRI SRI
 9% of respondents stated that they'll be dissatisfied with the connection with SRI SRI
 4% of respondents stated that they'll be very glad with the connection with SRI SRI
 4% of respondents said that they'll be very dissatisfied with the reference to SRI SRI
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20. Do they design or improve the products or services according to your requirements?
1 Yes respondents
10 8%
2 No 31 26%
3 Sometimes 74 62%
4 Not at all 5 4%
Total 120 100%
70% 62%
60%
50%
40%
30% 26%
Percentage of
20% respondents
8%
10% 4%
0%
Yes No Sometimes Not at all
response
INTERPRETATION
• 60 % of respondents said that the organization every now and then format or beautify the
products or services regular with purchaser requirements
• 26% of respondents stated that the commercial enterprise enterprise doesn’t format or
decorate the products or offerings steady with client necessities
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• 8% of respondents said that the financial corporation organisation format or beautify the
goods or services in line with purchaser necessities
• 4% of respondents stated that the enterprise employer in no way format or enhance the
products or offerings in keeping with consumer necessities
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FINDINGS
1. 56.60% of clients are the usage of SRI SRI AUTOMOBILES products from 2-3 years
2. 63% of customers stated that from time to time SRI SRI AUTOMOBILES is capable of
supply extraordinary customer service at any element of contact
3. 46% of clients said personnel at SRI SRI AUTOMOBILES keep understand them due to
the truth they will be repeated customers.
4. 34% of customers said that SRI SRI AUTOMOBILES behavior patron satisfaction
surveys.
5. 58% of clients said SRI SRI AUTOMOBILES made client loyalty applications to growth
the reference to the customer.
6. 57% of customers said that extremely good of SRI SRI AUTOMOBILES forces to shop
for their merchandise.
7. 74% of customers often received a proper demonstration on the product that they
presented from SRI SRI AUTOMOBILES
8. 73% of clients said that after purchaser has a problem with the fabricated from SRI SRI
AUTOMOBILES , the employer shows sincere hobby in solving it.
9. 61% of customers stated that promptness of employees in offerings to customers is right.
10. 60% of clients said that the economic commercial enterprise company agency actively
are seeking out out purchaser remarks and court docket times
11. 47.50% of clients said that the company collects patron comments and court docket cases
thru toll loose numbers.
12. 70.83% of customers stated that the corporation entertain queries in a proper manner
13. 47% of clients said that every so often the enterprise show customer pride stages
regularly
14. 47% of customers said that they get credit rating rating facility from the SRI SRI
AUTOMOBILES .
15. 37% of clients said that SRI SRI AUTOMOBILES business company frequently
[Type text] Page 45

16. 4.8% of clients said that the business employer loyalty packages by no means beautify
the relationship among clients and the commercial employer employer
17. 38% of customers said that SRI SRI AUTOMOBILES not often conduct Loyalty
software to decorate the Lifetime Value of Customers
18. 63% of customers stated that the organisation every so often supply assure what exactly
even as offerings may be completed
19. 60 % of clients stated that they're neutrally satisfied with the connection with SRI SRI
20. 60 % of clients stated that the enterprise corporation occasionally format or beautify the
goods or services normal with patron necessities
CONCLUSIONS
1. Customers are the usage of SRI SRI AUTOMOBILES merchandise from 2-three years
2. Customers now and again SRI SRI AUTOMOBILES is able to supply superb customer
support at any thing of contact
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3. Customers said that employees at SRI SRI AUTOMOBILES preserve apprehend them
due to the reality they're repeated customers.
4. SRI SRI AUTOMOBILES conduct consumer pleasure surveys.
5. SRI SRI AUTOMOBILES made patron loyalty packages to increase the reference to the
purchaser.
6. Customers stated that wonderful of SRI SRI AUTOMOBILES forces to buy their
products. Customers frequently obtained a proper demonstration on the product that they
supplied from SRI SRI AUTOMOBILES
7. When purchaser has a trouble with the made from SRI SRI AUTOMOBILES , the
corporation enterprise suggests sincere interest in fixing it.
8. Promptness of employees in offerings to customers is ideal.
9. The business organisation actively are seeking out out consumer remarks and court
instances
10. The agency collects consumer feedback and court instances via toll loose numbers.
11. The agency commercial enterprise enterprise entertain queries in a right way
12. Customers sometimes the enterprise company display patron pleasure levels frequently.
Customers stated that they get credit score rating score facility from the SRI SRI
AUTOMOBILES . SRI SRI AUTOMOBILES company often communicates with the
customers
13. The business enterprise loyalty applications in no way enhance the connection amongst
customers and the company
14. SRI SRI AUTOMOBILES no longer regularly conduct Loyalty software to decorate the
Lifetime Value of Customers
15. The enterprise every so often deliver guarantee what precisely at the identical time as
offerings may be completed
16. Customers are neutrally glad with the reference to SRI SRI AUTOMOBILES showroom
17. Customers stated that the employer on occasion format or beautify the products or
offerings in line with client necessities
SUGGESTIONS
1. The business employer corporation loyalty programs in no way decorate the relationship
among clients and the enterprise. The manipulate has to make organization loyalty programs
[Type text] Page 47

more effective sincerely so the relation between clients and the organization organization
may be proper.
2. SRI SRI AUTOMOBILES no longer frequently conduct Loyalty software program utility
application to decorate the Lifetime Value of Customers. The business corporation has to
regularly conduct the employer loyalty applications to decorate the Lifetime Value of
Customers.
3. The organisation now and again gives assure what precisely whilst offerings may be
completed. The corporation commercial enterprise corporation company has now not to
provide every now and then however constantly deliver guarantee to draw more no. Of
customers.
4. Customers are neutrally glad with the reference to SRI SRI AUTOMOBILE’s showroom.
The SRI SRI AUTOMOBILES Company has to make the clients to have ordinary dating
with the SRI SRI AUTOMOBILES .
[Type text] Page 48

Customer Relationship Management

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Customer Relationship Management

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CUSTOMER RELATIONSHIP MANAGEMENT

Customer dating manage is defined as “a manipulate method of obtaining customers through

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NEED OF THE STUDY

OBJECTIVE OF THE STUDY

1. To take a look at the purchaser dating control practices of Automobile Industry.

4. To provide conclusions & recommendations

SCOPE OF THE STUDY:

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• The examine lets in to growth the company to client

DESCRIPTIVE AND EXPLORATORY RESEARCH

SAMPLING PLAN AND SIZE OF THE CONSUMERS:

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PRIMARY DATA SOURCES:

DATA COLLECTION METHOD:

TOOLS FOR DATA COLLECTION

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FREQUENCY DISTRIBUTING TABLE:

PIE DIAGRAM/ BAR DIAGRAM:

LIMITATIONS OF THE STUDY:

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CUSTOMER NEEDS, WANTS, AND DEMANDS:

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• Provide higher customer support

• Make call centers extra green

• Cross promote merchandise more successfully

• Help earnings employees near offers faster

• Simplify advertising and marketing and advertising and earnings strategies

• Discover new clients

• Increase client income

• Improve customer support and pride

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• Reduce terrible consumer research

• Allocate sources extra correctly

• Lower the fee of client interaction

• Attract and preserve clients and possibilities

• Build more potent consumer relationships

• Improve medical results

Need of a CRM assignment:

• Shipping and achievement dates

• Sales and purchase statistics

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• Web earnings statistics

• Service and manual facts

• Web registration information

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CLASSIFICATION OF THE INDUSTRY

Two Wheeler Industry

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Mr. Brijmohan Lall Munjal Chairman

Mr. Pawan Munjal Managing Director

Mr. Akio Kazausa Joint Managing Director

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