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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.