...Customer Relationship Management at Maruti Suzuki Submitted on 20-Feb-2012 Group#08 (Section B) Basu Agarwal Bikram Satapathy Saloni Goel Shruti Mishra Srinivas Dhenuvukonda (FT12416) (FT12417) (FT12455) (FT12462) (FT12467) Great Lakes Institute of Management, Chennai 1 Index Page 1.0 2.0 Introduction Various Technologies at Maruti Suzuki Level of CRM 3.0 Analytical CRM 3.1 3.2. 3.3 3.4 4.0 Data base Direct marketing-Data analysis Cross-selling of various value added services 5 5 6 6 3 4 Customer Retention for Service at dealers, satisfaction, thereby, sales retention for the future 7 8 10 10 10 Operational CRM 4.1 4.2 4.3 4.4 Campaign management for promoting the special offers SX4 Pre-launch Campaign management on MSD CRM 4.0 Insights for Dealer Development Division (DDD) & used car division (TRUE VALUE) Loyalty card implementation (Auto card) 11 5.0 6.0 7.0 8.0 Strategic CRM Philosophical CRM Challenges addressed by MS Dynamics CRM 4.0 Future challenges of Maruti’s CRM 11 12 14 14 Great Lakes Institute of Management, Chennai 2 1.0 Introduction Maruti Suzuki is the Indian passenger car market leader for several decades. It has crossed the 10 million cumulative domestic sales mark here today. It is the only automobile company in India to cross this milestone. The Company, which had rolled out its first car in December 1983, attained 5 million domestic sales in February 2006. The next 5 million domestic sales have been achieved in six years...
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...Customer Relationship Management at Maruti Suzuki Submitted on 20-Feb-2012 Group#08 (Section B) Basu Agarwal Bikram Satapathy Saloni Goel Shruti Mishra Srinivas Dhenuvukonda (FT12416) (FT12417) (FT12455) (FT12462) (FT12467) Great Lakes Institute of Management, Chennai 1 Index Page 1.0 2.0 Introduction Various Technologies at Maruti Suzuki Level of CRM 3.0 Analytical CRM 3.1 3.2. 3.3 3.4 4.0 Data base Direct marketing-Data analysis Cross-selling of various value added services 5 5 6 6 3 4 Customer Retention for Service at dealers, satisfaction, thereby, sales retention for the future 7 8 10 10 10 Operational CRM 4.1 4.2 4.3 4.4 Campaign management for promoting the special offers SX4 Pre-launch Campaign management on MSD CRM 4.0 Insights for Dealer Development Division (DDD) & used car division (TRUE VALUE) Loyalty card implementation (Auto card) 11 5.0 6.0 7.0 8.0 Strategic CRM Philosophical CRM Challenges addressed by MS Dynamics CRM 4.0 Future challenges of Maruti’s CRM 11 12 14 14 Great Lakes Institute of Management, Chennai 2 1.0 Introduction Maruti Suzuki is the Indian passenger car market leader for several decades. It has crossed the 10 million cumulative domestic sales mark here today. It is the only automobile company in India to cross this milestone. The Company, which had rolled out its first car in December 1983, attained 5 million domestic sales in February 2006. The next 5 million domestic sales have been achieved in six years...
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...TERM PAPER ON MARKETING STRATEGIES OF MARUTHI SUZUKI SWIFT Introduction: 4 wheeler industry today is consider to be highly demanded industry as the population and the cost of living have increased. This reports highlights all the outcomes of 4 wheeler industry particularly referring to swift car which is the most popular ever demanding car of the recent years. Swift car is popular among the young generation because of its unique features such as style mileage comfort and price. This report highlights Micro macro Analysis, survey on purchase decision making process, Marketing mix strategies, STP strategies, and CRM practices Maruti Suzuki: Maruti Suzuki india limited, commonly referred to as Maruti is a subsidiary company of Japanese automaker Suzuki motor Corporation. It has a market share of 44.9% of the Indian passenger car market as of march 2011 Maruti Suzuki offers complete range of cars from entry level Maruti 800 and Alto, to hatchback Ritz, A-Star, swift, Wagon-R, Estillo and sedans Dzire,SX4, in the ‘C’ segment Maruti Eeco and Sports Utility vehicle Grand Vitara. It was the first company in india to mass-produce and sell more than a million cars. It is largely credited for having brought in an automobile revolution to India. It is the market leader in India, and on 17 September 2007, Maruti Udyog limited was renamed as Maruti Suzuki India limited. The company’s headquarters are located in new Delhi. In February 2012, the company sold its 10th million...
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... MARUTI SUZUKI Maruti Udyog Limited (MUL) : established in February 1981, though the actual production commenced in 1983 with the Maruti 800, based on Suzuki alto kei. Maruti Udyog Limited was renamed as Maruti Suzuki India Limited . (17 Sept. 2007,) The company's headquarters are located at “Plot no.1 Nelson Mandela Road, Vasant Kunj, New Delhi-110070. It has two plants for Manufacturing facility:- Gurgaon Manufacturing facility Manesar Manufacturing facility 4. GURGAON PLANT Three fully integrated manufacturing plants Area: 300 Acres Manufacturing Capacity: 7,00,000 Vehicle annually (each 3 plant) Cars manufacturing : 800, Alto, WagonR, Estilo, Omni, Gypsy and Eeco. 5. MANESAR PLANT Area: 6oo Acres Manufacturing Capacity: 5,50,000 Vehicle annually Cars Manufacturing: A-star, Swift, Swift Dzire, Ritz andSX4 6. MARUTI SUZUKI INDIA LTD. Maruti Suzuki is India and Nepal’s leading automobile manufacturing company and the market leader in the car segment both in terms of volume of vehicles sold and revenue earned. Until recently, 18.28% of the company was owned by the Indian government and 54.2% by Suzuki of Japan. The BJP led 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. The Govt. of India no longer has stake in Maruti Udyog. 7. JOINT VENTURE Relationship between the Government of India under the United Front (India) coalition and Suzuki...
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...COMPANY PROFILE | Maruti Suzuki India Limited (MSIL, formerly known as Maruti Udyog Limited) is a subsidiary of Suzuki Motor Corporation, Japan. MSIL has been the leader of the Indian car market for over two and a half decades. The company has two manufacturing facilities located at Gurgaon and Manesar, south of New Delhi, India. Both the facilities have a combined capability to produce over a 1.2 million (1,200,000) passenger car units annually. The company plans to expand its manufacturing capacity to 1.75 million by 2013. For this the company will be investing around Rs. 60 Billion (Rs 6,000 Crores) over the period till 2013. The company offers a wide range of cars across different segments. It offers 14 brands and over 150 variants - Maruti 800, people movers, Omni and Eeco, international brands Alto, Alto-K10, A-star, WagonR, Swift, Ritz and Estilo, off-roader Gypsy, SUV Grand Vitara, sedans SX4 and Swift DZire In an environment friendly initiative, in August 2010 Maruti Suzuki introduced factory fitted CNG option on 5 models across vehicle segments. These include Eeco, Alto, Estilo, Wagon R and Sx4. In fiscal 2009-10 Maruti Suzuki became the only Indian company to manufacture and sell One Million cars in a year. Maruti Suzuki has employee strength over 7,600 (as at end March 2010), In 2009-10, the company sold a record 10,18,365 vehicles including 1,47,575 units of exports. With this, at the end of March 2010, Maruti Suzuki had a market share of 53.3...
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...ASSIGNMENT # 2 OF CUSTOMER RELATIONSHIP MANAGEMENT TOPIC- CRM STRATEGIES OF AND Submitted to :- Mr. Rajan Girdhar Submitted by: Ashutosh Kumar Singh Roll no.- RR1903A15 Regt.- 10902738 INTRODUCTION OF TOPIC The core theme of all CRM and relationship marketing perspectives is its focus on cooperative and collaborative relationships between the firm and its customers, and/or other marketing actors. CRM is based on the premise that, by having a better understanding of the customers’ needs and desires we can keep them longer and sell more to them. There are three parts of application architecture of CRM: Operational - automation to the basic business processes (marketing, sales, service) Analytical - support to analyze customer behavior, implements business intelligence Co operational - ensures the contact with customers (phone, email, fax, web...) To understand the real business scenario about the practice of CRM in Indian automobile industry & than compare it with MARUTI & TATA motors in passenger cars. The automobile industry in India is the tenth largest in the world with an annual production of approximately 2 million units is expected to become one of the major global automobile industries in the coming years. A number of domestic companies produce automobiles in India and the growing presence of multinational investment, too, has led...
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...commodities andthe debate rages on the approval of FDI in the automobile sector.The economic scenario has been highly volatile with easy availability of finance,incentives from the government, policies and duties and taxes. The technologicalfactor deeply affects the organization as this is a highly technically influenced productand has a direct effect on the productivity of the firm and its workers. In the legalenvironment, the country has relatively high import duties and has a weighted taxreduction of upto 150% on in-house RnD activities. 2. Choice of Strategy - The strategy includes to counter increasing competition andfalling market share in the small car segment, increase yearly manufacturing capacity, build new research and development facility, increase annual production capacity totwo million mark in five years, setting a precedent for automakers countrywide andincreasing penetration in the rural segment are some of the strategies adopted by theorganization. 3. Selection of technology - In order to face the onslaught of increasing competitionmanagers today look for ways to use information technology as a strategic weapon togain advantage over their competitors. Today various systems have begun to mergeinto an overall information technology system that can be used as a strategic weapon.Applications such as extranets, e-commerce, and network structures redefine andsupport relationships with customers, suppliers and other organizations. 4. Growth of size – The size of the...
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...ANÁLISIS ECONÓMICO DE MARUTI | SUBMITTED TO:- SUBMITTED BY:-DR. R.L. CHAWLA GARIMA SUNNY ARYA RITIKA SABARWAL SWARAJ S. SIDHU YASHASVI YADAV | MARUTI SUZUKI INDIA LIMITED (MSIL). COMPANY AT A GLANCE HISTORY * Year of Establishment – 1981 * MUL was established by Govt. to meet the growing demand of personal mode of transport caused by the lack of efficient public transport system. * MUL launched Maruti -800 as its 1st car in Dec,1983 for Rs. 47,500 MERGER BETWEEN SUZUKI MOTORS CORP. & MARUTI UDYOG LTD. * Maruti Suzuki India Ltd. Is subsidiary of Suzuki Motors , Japan * MSIL has been the leader of Indian car market for over 25 years now. * The company has two manufacturing units located at Gurgaon and Manesar. * Number of employees >8500 * The company offers...
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...product is presented to the customer. CRM is defined as a system that comprises large amount of customer data and presents it in a suitable manner. This information helps in retaining old customers and developing new potential customers. CRM plays a vital role in effective decision making in marketing management. CRM can also be defined as ✓ A process of creating and maintaining relationships with business customers/consumers, a holistic approach of identifying, attracting, differentiating and retaining customers. ✓ A process of integrating the firm’s value chain to create enhanced customer value at every step. ✓ An integrated cross functional focus on improving customer retention and profitability for a company/organization. Need of CRM In competitive times the challenge is to keep the customers in fold. Companies/organizations lose many loyal and profitable customers due to absence of CRM. There has been a great urgency of CRM in marketing management as best as possible to compete well in today’s innovative business world of high technology. So to create new customers and to retain old (loyal and profitable) customers, it is very much urgent to implement CRM in marketing management. To survive in today’s tough competitive business environment, CRM is very much necessary. CRM leads to customer retention, customer loyalty, customer satisfaction, and word of mouth publicity. The major importance of CRM is that it also leads to good public image of the organization...
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...INTRODUCTION If you’ve gone from here to there or just about anywhere in India, chances are you’ve driven with MARUTI SUZUKI, as their slogan says “Way of Life”. Maruti Suzuki India Limited, commonly referred to as Maruti and formerly known as Maruti Udyog Limited, is an automobile manufacturer in India. It is a subsidiary of Japanese automobile and motorcycle manufacturer Suzuki. For over 3 decades now, they have been going places with India. Its manufacturing facilities are located at two facilities Gurgaon and Manesar in Haryana, south of Delhi. In 1982, little did this quiet suburb of New Delhi know that it was to become the seat of India’s automobile revolution, at the Maruti Suzuki factory? In 1982, India turned out just 40,000 cars every year. The Maruti 800 rolled out and a new chapter began. Their story was an obsession with customer delight*, unheard of until then. It was about a commitment to create value of innovation, quality, creativity, partnerships, openness and learning. It was a new story of leadership. Today, Maruti Suzuki alone makes 1.5 million cars every year. That’s one car every 12 seconds. It was also the story of motoring revolution-cars that delivered great performance, efficiency and environment friendliness with low cost of ownership. A story built on Suzuki’s belief in small cars for a big future one that enabled millions of Indians to make driving a way of life. Indians, and India, got into the driver’s seat, and they were happy to drive with...
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...countries/territories are visiting our journal on regular basis. Ground Floor, Building No. 1041-C-1, Devi Bhawan Bazar, JAGADHRI – 135 003, Yamunanagar, Haryana, INDIA http://ijrcm.org.in/ VOLUME NO. 5 (2014), ISSUE N O. 02 (FEBRUARY) ISSN 0976-2183 CONTENTS Sr. No. TITLE & NAME OF THE AUTHOR (S) Page No. 1. SILVER COMMODITY TRADING IN INDIA: A CASE STUDY OF KARVY COMTRADE LTD., HYDERABAD DR. A. R. ARYASRI & G. KRISHNA 2. A STUDY OF FLUCTUATIONS OF FORWARD TRANSACTIONS ON SELECTED COMMODITY PRICES WITH REFERENCE TO YEAR 2001-2010 DR. RAJESHRI DESAI, DR. ABHA SINGH & ANKITA PANDEY 3. A STUDY ON ORGANIZATIONAL CULTURE WITH SPECIAL REFERENCE TO IMPETUS PRIVATE LIMITED, INDORE AKSHATA SHARMA, MEENAL GUPTA & ANAND TRIVEDI 4. GREEN MARKETING: A HOLISTIC VIEW AND CASE STUDY OF ONGC BHAWNA PAL & CHARU SARIN 5. A STUDY ON PRE-PURCHASE BEHAVIOR OF PROSPECTIVE CUSTOMERS WITH RESPECT TO ENTRY LEVEL CARS OF AHMEDABAD CITY KALPESH B. PRAJAPATI & REVATI C. DESHPANDE 6. AWARENESS AND KNOWLEDGE ABOUT BANKING FUNCTIONS AND ITS SERVICES AMONG SENIOR SECONDARY SCHOOL STUDENTS: AN EMPIRICAL ANALYSIS S. PRASANNAKUMAR & S. RAJKUMAR 7. IMPACT OF WORKING CAPITAL MANAGEMENT ON FIRM’S...
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...PROJECT REPORT FORD FIGO: MARKETING PLAN SECTION B GROUP 10 Ranjitha G P FPM-08/10/M Arun Kumar Agarwal PGP/18/070 Kalpana Sharma PGP/18/080 Neha Prasad PGP/18/090 Punit Rathi PGP/18/100 Sourav Pattanayak PGP/18/110 Yaman Rai PGP/18/120 Executive Summary The market today is dominated by young and youthful people. Where a research agency says that 65% or over 700 million Indians are younger than 35 years. They are open to risk, novelty seeking and are willing to try anything that sets a trend, an attribute that has been accounted by their growing potential of purchasing power. As a result, marketers are forced to try innovative strategies where Markets have become too congested with competition. The launch of Ford Figo was an important event and a turning point in the history of ford which entered the small car segment which was a sweet spot during 2009-10. As the competition grew and major macro environmental factors brought a dramatic shift in the economy, it became tougher and tougher for figo to sustain in the market. This marketing plan analyses the current situation of Figo in terms of macro and micro environment, SWOT analysis and its current marketing strategies in order to internalize and project a effective and efficient plan for 2014-15. The major objective of Figo in this Marketing plan is to enhance the market share and sales by the next year 2015 as a short term strategy and bring a product innovation...
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...CASE STUDY TITLE: MARUTI UDYOG LIMITED – Managing competition successfully [pic] MARUTI UDYOG LIMITED – Managing competition successfully Maruti Udyog Limited (MUL) was established in Feb 1981 through an Act of Parliament, to meet the growing demand of a personal mode of transport caused by the lack of an efficient public transport system. It was established with the objectives of - modernizing the Indian automobile industry, producing fuel efficient vehicles to conserve scarce resources and producing indigenous utility cars for the growing needs of the Indian population. A license and a Joint Venture agreement were signed with the Suzuki Motor Company of Japan in Oct 1983, by which Suzuki acquired 26% of the equity and agreed to provide the latest technology as well as Japanese management practices. Suzuki was preferred for the joint venture because of its track record in manufacturing and selling small cars all over the world. There was an option in the agreement to raise Suzuki’s equity to 40%, which it exercised in 1987. Five years later, in 1992, Suzuki further increased its equity to 50% turning Maruti into a non-government organization managed on the lines of Japanese management practices. Maruti created history by going into production in a record 13 months. Maruti is the highest volume car manufacturer in Asia, outside Japan and Korea, having produced over 5 million vehicles by May 2005. Maruti is one of the most successful automobile...
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...GROUP 9 SECTION B In today's automotive market, sound after-sales service has become a critical success factor in car sales. At the same time, along with the sharp increase in customer numbers, spare parts and service business is creating reliable revenues and considerable profits for automotive companies. Maruti Suzuki India Limited has been a market leader in the India Automobile Industry. The study attempts to study the channel management principles and dynamics in Car Spare parts adopted by Maruti Suzuki India Limited. GROUP 9 SECTION B In today's automotive market, sound after-sales service has become a critical success factor in car sales. At the same time, along with the sharp increase in customer numbers, spare parts and service business is creating reliable revenues and considerable profits for automotive companies. Maruti Suzuki India Limited has been a market leader in the India Automobile Industry. The study attempts to study the channel management principles and dynamics in Car Spare parts adopted by Maruti Suzuki India Limited. MARUTI SUZUKI INDIA LIMITED SPARE PARTS CHANNEL MANAGEMENT MARUTI SUZUKI INDIA LIMITED SPARE PARTS CHANNEL MANAGEMENT By- Aman Srivastava UM14069 Amiya Arnav Um14071 Anish Avinash Sahu UM14072 Rajesh Kumar Panda UM14101 Saurabh Paul UM14105 Tanya Singhania UM14117 By- Aman Srivastava UM14069 Amiya Arnav Um14071 Anish Avinash Sahu UM14072 Rajesh Kumar Panda UM14101 Saurabh Paul UM14105 Tanya Singhania UM14117 ...
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...MARKETING MANAGEMENT PROJECT ON MARKETING MANAGEMENT MARUTI SUZUKI SWIFT CONTENTS INTRODUCTION HISTORY OTHER PRODUCTS OF MARUTI SUZUKI BIT ABOUT MARUTI UDYOG LTD. 4P’s OF MARUTI SUZUKI SWIFT PRODUCT PRICE PROMOTION PLACE SWOT ANALYSIS OF MARUTI SUZUKI SWIFT STRENGTH WEAKNESSES OPPURTUNITIES THREATS PRODUCT LIFE CYCLE FORECASTING HTTP://PAKISTANMBA.JIMDO.COM FOR DOWNLOADING THIS REPORT AND FOR MORE PROJECTS, ASSIGNMENTS, REPORTS ON MARKETING, MANAGEMENT, ECONOMICS MARKETING MANAGEMENT, ACCOUNTING, HUMAN RESOURCE, ORGANIZATIONAL BEHAVIOR, FINANCIAL MANAGEMENT COST ACCOUNTING VISIT HTTP://PAKISTANMBA.JIMDO.COM INTRODUCTION Maruti Udyog Limited Maruti Udyog Limited, a subsidiary of Suzuki Motor Corporation of Japan, has been the leader of the Indian car market for about two decades. Its manufacturing plant, located some 25 km south of New Delhi in Gurgaon, has an installed capacity of 3,50,000 units per annum, with a capability to produce about half a million vehicles. The company has a portfolio of 11 brands, including Maruti 800, Omni, premium small car Zen, international brands Alto and WagonR, off-roader Gypsy, mid size Esteem, luxury car Baleno, the MPV, Versa, Swift and Luxury SUV Grand Vitara XL7. In recent years, Maruti has made major strides towards its goal of becoming Suzuki Motor Corporation's R and...
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