CRM maruti suzuki

1. Maruti and CRM
 Maruti created a land-mark in CRM.
 Maruti is investing a lot of money and effort in building
customer loyalty programs.

2. Maruti True Value Out let
Maruti has aided customers by providing them the
facility to bring their vehicle to a 'Maruti True Value'
outlet and exchange it for a new car, by paying the
difference. They are offered loyalty discounts in return.
This helps them retain the customer.

3. Maruti has proper customer complain
handling cell under the CRM dept. The
CIC will help MUL rapidly build an
information pool of over 3 million Maruti
owners as well as that of its prospective.

4. Maruti on Road Services
 Round-the-clock services in most of the cities.
 A computerized call-monitoring system dispatches a
mobile MOS Vento the customer at the earliest.

5. 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

6. Availability of easy finance
 Maruti has also made the customer experience hassle
free and helped building customer satisfaction by
developing different revenue streams in the form of
Maruti Insurance and Maruti finance .

7. Other advantages: which help in
CRM
 A Buying Experience Like No Other :
 Maruti Suzuki has a sales network of 307 state-of –the
art show rooms across 189 cities, with a workforce of
over 6000 trained sales personnel to guide MUL
customers in finding the right car.

8. One Stop Shop
 At Maruti Suzuki, customers will find all car related
needs met under one roof. Whether it is easy
finance, insurance, fleet management
services, exchange - Maruti Suzuki is set to provide a
single-window solution for all car related needs.

9. CRM Through Social
Relationship
 In 1999 Launch of Maruti – Suzuki innovative traffic
beat in Delhi and Chennai as social initiatives.
 Maruti Driving School-Available in all major cities.
Lady trainer for lady customer.
 All these CRM strategies have helped MUL maintain
its existing customers and generate new ones.