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INDEX
No Content Page No

INTRODUCTION 0-1
1.1 Automobile Industry in India 1-2
1
1.2 Maruti Suzuki India Limited 2-3
1.3 History of Maruti Suzuki Limited 4-7
1.4 Limitation of the Study 7-8
1.5 Resarch Methedology 8-9
COMPANY PROFILE 9-10
2.1 Delers Profile 10-11
2
2.2 Organisation Chart 12- 13
2.3 Various Models of Vehicals 14-17

CONCEPTUAL THEORY OF ORGANISATION 17-18

3.1 Brand Awarness 18-20
3.2 Customer Relationship Management 20-21
3
3.3 Issues / Objectives of Report 21-22
3.5 Project Frame Work 22-23
ANALYSIS & INTERPRETATION 23-24
4 4.1 Data anlyasis & Interpretation 24- 37

FINDINDGS & SAUGGESTIONS 37-38

5.1 Findings 39- 40
5 5.2 Contact Methods 40-41
5.3 Suggestions 41-42
5.4 Questionaires 42-44
5.5 Conclusion 44-45

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Chapter 01

Introduction

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1.1 AUTOMOBILE INDUSTRY IN INDIA

The Indian auto industry is organised is recognized as a sunrise industry as it has emerged as
one of the fastest growing sector over last few years. India’s annul production stood at 29.08
million vehicles (including passenger vehicle, commercial vehicles, three wheelers and two
wheelers) in FY18 as against 25.33 million in FY17, registering a healthy growth of 14.8%
over the same period last year. As of April 2018, India has about 120 vehicle (all segments
including 19 cars per 1000) on every 1000 people, while population (vehicle parc) of
automobiles in India is exempted ton surge to 404 million by 2028 from 162.31 million in
April, 2018. Currently 24.37 million automobiles are added every year and it is exempted to
rise to 55.84 million by 2028, still much lesser than the global average vehicle penetration.
India is the 5th largest car manufacturer, 7th largest commercial vehicle manufacturer and
largest manufacturer of two wheelers in the world. It is estimated that by 2020 the automobile
industry in India will be the third largest in the world after China and USA. India being a
prominent auto exporter, the exports stood at about 14% of the automobiles produced annually.
After declining by about 4.5% in FY 17, exports witnessed a sharp growth of over 16% in FY
2018. Two decades of robust growth have propelled India from being a net importer of
automobile to a leading manufacturer and exporter of vehicles and components.

1.2 MARUTI SUZUKI INDIA LIMITED

Maruti Suzuki India Limited, formerly known as Maruti Udyog Limited is an automobile
manufacturer in India. It is a 56.21% owned subsidiary of the Japanese car and motorcycle
manufacturer Suzuki Motor Corporation. As of July 2018, it had a market share of 53% of the
Indian passenger car market Maruti Suzuki manufacturer and sells popular cars such as Ciaz,
Baleno, S-cross, XL-6, and Ignis in NEXA (Premium sector), Ertiga, Vitara Brezza, Swift,
Swift Dzire, Celerio, WagonR, S-Presso, Alto, and Eeco in ARENA. The company is head
quartered at New Delhi. In May 2015 Company produced its fifteen million vehicle in India, A
swift Dzire.

Industry: Automotive

Founded: 1981

Founder: Sanjay Gandhi.

Headquarters: New Delhi India.

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Area served: India

Key people: R C Bhargava (Chairman), Kenichi Ayukawa (Managing Director).

NiProduct output: 1,568,603 units (2019)

Revenue: 886,301 million, (US$ 13 billion) (2019)

Operating Income: US$ 1.5 billion (2019)

Net Income: 76,506 million (2019)

Total Assets: 639,687 million (2019)

Total Equity: 471,097 million (2019)

Number of employees: 19,945 (2019)

Parent: Suzuki Motors Corporation (56.21%) And Government of India (43.79%)

Website: www.marutisuzuki.com

1.3 History of Maruti Suzuki Limited

Maruti Suzuki is one of the leading automobile manufacturing companies in India. It is the
market leader in the automobile industry both in terms of production and revenue generation.
The history of Maruti Suzuki is very fascinating. In the year February 1981, Maruti Udyog
Limited wad incorporated under the provisions of the Indian companies act, 1956.

1. The major objectives of Maruti Udyog. Were to modernize the Indian automobile industry, to
produce fuel-efficient cars and mass number of vehicle.

2. The company was founded as s government company, with Suzuki as a minor partner, to
make people`s car for middle class India. In October 2, 1982, the company signed the license
and joint venture agreement with Suzuki Motor Corporation of Japan. In the year 1983, the
company started their productions and launched Maruti 800. In the year 1983, the company
launched its most awaited Maruti Omni and in 1985, the company launched Maruti Suzuki
Gypsy in the Indian market.

3. The Gypsy was the first modern four-wheel drive vehicle in the Indian market. In June 1986, the
company launched new model of Maruti 800.

4. In the year 1987, the company forayed into the foreign market by exporting first lot of 500
cars to Hungary. In the year 1990, the company launched India`s first three box car, sedan i.e.

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Maruti Zen and in 1994 the company launched Maruti Esteem in the market. In the year 1995,
the company commented their second plant. In the year 1997, the company started Maruti
Service master as a model workshop I n India ton look after sales 144 services. In the year
1999, the third plant with new press, paint and assembly shops became operational. With the
growing demand of customers in the Indian automobile market the company launched Maruti
Alto in 2000.

5. In the same year i.e. n 2000, the company launched a call centre. This was the first time a car
company had ever launched a call centre in India. In this year Maruti set up a website for its
Wagon-R car, introduced a new model of Zen, got the IRTE National award for its safety
initiative, traffic management and environment protection, and launched the Baleno and the
Wagon-R with electric power steering. Maruti introduced its CNG (Compressed Natural Gas)
car in 2001. In this same year, Maruti invested 550 crore rupees in manufacturing cars. In the

year 2002, Maruti launched Maruti Finance to offer financial services like extended warranty
and finance for car insurance.

6. In the year 2002, Suzuki Motors Corporation increased their stake in the company to 54.2
percent. In the same year the company found new business segment i.e. Maruti true value for
sales. Purchase and trade of pre-owned cars in India. In the year 2005, the company launched
the first world strategic model from Maruti Suzuki Motors Corporation “Swift” in India. In the
year 2006, the company launched Wagon-R Duo with LPG (Liquefied Petroleum Gas) and also the
new Zen Estilo with value added features in it. During the year 2006-07, the company
commenced operations in the new car plant and the diesel engine facility at Maneser, Haryana.
In November 2006, the company inaugurated a new institute of Driving Training & Research
(IDTR), which was set up as a collaborative project with Delhi government at Sarai kale Khan
in South Delhi. During the year 2007-08, the company signed an agreement with the Adani
group foe exporting 2, 00,000 units annually through the Mudra Port in Gujarat. The company
launched Swift-Diesel and SX4 a luxury sedan with tag line ‘Men Are Back’ during the year. In
July 2007, the company launched the new Grand Vitara, a stylish, muscular and five seater in
the MUV (Multi Utility Vehicle) segment. The company changed its name from Maruti Udyog
Limited to Maruti Suzuki India Limited with effect from September 17, 2007.During the year
2007, the company entered into a joint venture agreement with Magneti Marelli Power train
SPA and formed Magneti Marelli Power train India Pvt Ltd for manufacturing Electric control
units. Maruti also entered into joint venture agreement with Futuba industrial 115 Co, ltd. And
formed FMI Automotive Components Ltd for manufacturing exhaust systems components.
During the year, the company made pact with Shriram City union finance Ltd, a part of Shriram
Group Chennai to offer easy, Transparent and hassle free car finance to their customers,

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particularly in semi urban and rural markets. During the year 2008-09, the companylaunched a
new A2 segment car, branched the A-star in India & in Europe as the new Alto. InJune 2008,
the company launched Maruti 800 Duo, a dual fuel (LPG + Petrol) car. In April 2009, the
company revealed new Ritz K 12 M engine at Gurgaon Plant.

7. Maruti Suzuki launched its EECO and K10 (K series engine vehicle) in the year 2010. In the
Niyear 2011, Maruti Suzuki launched its luxury sedan Kisazhi and SX4 diesel model. In the
month of March 2011 the company produced 10 million cars. Maruti Suzuki India Limited has
launched its seven seater spacious & comfortable MPV Eritga on 12 April 2012 to create the
needs of larger family size consumers.

8. Very recently, the company has launched the all new Alto 800. The main targets of Alto 800 are
customers considering the purchase of first cars like young customers i.e. youths.

9. Overview of Maruti Suzuki India Limited.

Maruti Suzuki India Limited (MSIL, formerly known as Maruti Udyog Ltd) is a subsidiary of
Suzuki Motor Corporation, Japan. Maruti Suzuki has been the leader of the Indian car market
for over two and a half decades. It is largely credited for having brought in an automobile
revolution to India.0

Maruti Suzuki India Limited accounting for nearly 50 percent of the total industry sales. In
terms of number of cars produced and sold, the company is the largest subsidiary of Suzuki
Motor Corporation, cumulatively; the company has produced over 10 million vehicle since the
roll out of its first vehicle on 14th December, 1983.

Maruti Suzuki is the only company to have crossed the million sales mark since its inception.
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 1.5 million
(1,500,000) vehicles annually.

Maruti Suzuki offers 14 brands and over 150 variants ranging from people`s car Maruti 800 to
the latest Life Utility Vehicles. Maruti Suzuki portfolio includes Maruti 800, Alto, Alto K10, A-
Star, Estilo, Wagon-R, Ritz, Swift, Swift Dzire, SX4, Omni, Eeco, Kizashi, New Celerio, New
MUV S-Presso, Grand Vitara Brezza, Gypsy and Ertiga.

The company employs over 9000 people (as on 31 st March 2012). Maruti Suzuki`s sales and
service network is the largest among car manufacturing in India. The company has been rated
first in customer satisfaction in the JD Power survey for 12 consecutive years.

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Over two decades, Maruti Suzuki has won the hearts of customers through high quality
products and services.

10. The company is engaged in the business of manufacturing, purchase and sales of motor
vehicle and spare parts. The other activities of the company include facilitation of pre-owned
car sales, fleet management and car financing. The company has seven subsidiary companies,
namely Maruti Insurance Business Agency Ltd, Maruti Insurance Agency Solutions Ltd,
Maruti Insurance Agency network Ltd, Maruti Insurance Agency Logistics Ltd and True Value

Solutions Ltd. The first six subsidiaries are engaged in the business of selling motor insurance
policies to owners of Maruti Suzuki vehicle and seventh subsidiary, True Value Solutions Ltd is
engaged in the business of sale of certified pre owned cars under the brand ‘Maruti True
Value’.

11. Maruti Suzuki believes in the simple concept of “smaller, fewer, lighter, shorter and
neater”. The work culture is unique where a common uniform and a common canteen for
everyone from the Managing Director to the Worker.

12. Maruti Suzuki Strongly believes on following core values-

Customer Obsession.

 Fast, Flexible, & First Mover.

 Innovation & Creativity.
 Networking & Partnership
 Openness & Learning.

Scope of Study:

.The scope of the project study majority focused on the understanding the Brand awareness of
Maruti Suzuki. The information gathered, which was from the customers of Maruti Suzuki,
company broachers and internet. The information makes the project more useful by developing
the needed information for internal company records. This information useful to managers in
the right time in order to help them for superior marketing decisions and offering good Brand
to achieve business targets, the company has to monitor the market situation on a continuous
basis to be updated on the market trends. Thus the survey has a great scope both for the
company as well as the authorized dealer.

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Objectives of the report

1) To check the Market share of Maruti Suzuki in Chikodi.

2) To Judge the awareness level among the people in Chikodi.

3) To judge which promotional tool is more effective to increase the awareness level among the
people.

4) To know how the people are aware regarding the products of Maruti Suzuki.

1.3 Limitation of the study:-

1. Profit Margin Pressure: Heavy discounts or promotions may reduce

profit margins per unit sold, impacting overall profitability.

2. Brand Dilution Risk: Over use of promotions might dilute the brand's
perceived value, potentially diminishing its premium image.

3. Short-term Sales Spik : Promotions may lead to a temporary spike in sales,

but sustained growth relies on other factors like product quality and
innovation.

4. Customer Dependency: Constant promotions may condition customers to

expect discounts, affecting their willingness to pay full price in the future.

5. Market Perception: Excessive promotions might convey a message of desperation

Or product in ferocity to consumers, affecting brand perception negative

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1.4 Research Methodology

Primary Data:

The primary data are those which are collected fresh and for the first time. In this study
information is collected directly from the respond by personal interview and questionnaire.

Secondary Data:

Secondary data is the data which is already collected by someone else and which is used for the
study purposes. It is the data which gives relevant information in the different field whenever
they want.

There are different sources of secondary data;

Secondary sources data collection:

 Manual work of various departments

 Reference material

 Sample Size 100.

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Chapter 2
Company Profile

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2.1 DELERS PROFILE

Name: SHANTESHA MOTORS PVT, LTD CHIKODI.

(Authorized Maruti Suzuki Dealer)

Type: Private Limited Company.

Founder: Vivek.C.Kamlani

Establishment: 26-10-2007

Sales Manager: Abhay Tumari

Address: Opp.IOC petrol Pump, Miraj Road, Chikodi-591201

Phone: 08338-272744, 273120

Email: [email protected]

Business: Authorized Maruti Suzuki Dealers

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ABOUT SHANTESHA MOTORS PVT LTD CHIKODI

Shantesha Motors Started its operation on 26-10-2007 in Chikodi. Owner is Vivek Kamlani
and is one of the good authorized dealer for Maruti Suzuki Pvt Ltd. It carries out after sales
operations, free services, paid services, and running repairs. It as a workshop and it is also into
selling of pre-owned cars.

In 2007 there was only sales counter at Shantesha Motors Choroid. Then in 2011 they decided
to open the workshop & True Value. So as to provide more services to rural customers. So far
the first time in Belgaum district they started services centre in the year 2011, Shantesha
Motors Pvt Ltd id located in Opp, IOC petrol pump Miraj road Chikodi. It has paved surface
stocking area of about 25 vehicles.

AWARDS:

1) In 2017 Annual Brossard Award.

2) In 2012 Sales Capet Award.

3) In 2011 Highest Sales Award.

4) In 2011 Sales Expert Award.

5) In 2010 Emerging Start Award.

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2.2 Organisation Chart of Shantesha Motors Pvt Ltd, Chikodi.

Managing Director

General Manager

Department Department
Department

Workshop Manager
Sales Manager

Workshop in

Helper/washer

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2.3 The various models of vehicles from Maruti Suzuki Ltd Sold and Served

at Shantesha Motors Pvt Ltd, Chikodi

NAME: ALTO Ex-showroom:4,00,800

Available Colours: White,

Red, Grey, Silver, Green,

NAME: CELERIO Ex-showroom:5,36,000

Available Colours: White,

Grey, Red, Blue, Silver.

NAME: SWIFT Ex-showroom:5,91,900

Available Colours: White,

Red, Silver, Brown, Grey,
orange.

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NAME : SWIFT DZIRE Ex-showroom:6,24,000

Available Colours: White,

Orange, Red, Silver, Grey,
Brown.

NAME: WAGON-R Ex-showroom:5,47,500

Available Colours: White,

Silver, Red, Brown, Blue
Red with black roof.

NAME: S-PREESO Ex-showroom: 4,37,000

Available Colours: White,

Orange, Silver, Grey, Red.

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NAME: VITARA BREZZA Ex-showroom: 7,84,000

Available Colours:
White, Grey, Silver, Red,
Orange, Red with black
roof.

NAME: ERTIGA Ex-showroom: 8,35,000

Available Colours: White,

Red, Brown, Grey, Blue,
Silver.

NAME: BALENO Ex-showroom:6,49,000

Available Colours: Nexa

blue, White, Red, Grey,
Silver,

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NAME: S-CROSS Ex-showroom:8,95,000

Available Colours: Nexa

blue, White, Brown, and
premium silver.

NAME: XL-6 Ex-

showroom:11,29,000

Available Colours:
Nexa blue, Red, White,
Brave khaki, Grey,
Silver.

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Chapter 3
Conceptual Theory and
Organisation

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THEROTICLE BACKGROUND STUDY:

3.1 BRAND AWARENESS:

Brand awareness refers to the degree to which clients can review or purchase a brand. Brand
awareness is a key thought in shopper conduct, promoting the brand, mark the executives and
procedure improvement. The shopper`s capacity to perceive or review a brand is vital to
obtaining basic leadership. Acquiring can`t continue except if a customers if first mindful of an
item classification and a brand inside that classification. Awareness does not really imply that
the buyer must have the capacity to review adequate distinctive highlights for buying to
continue. For example, if a shopper requests that her companion get her some gum to purchase,
despite the fact that neither one of the friends can review the exact brand name at the time.

Significance of brand awareness

Brand awareness is identified with the elements of brand characters in purchasers ‘memory and can
be estimated by how well the buyers can distinguish the brand under different conditions. Brand
awareness is likewise vital to understanding the customers buy choice process. Solid brand
awareness can be an indicator of brand achievement. It is an essential proportion of brand
quality or brand value and is likewise associated with consumer loyalty, mark faithfulness and
the clients image connections.

Brand awareness is a key marker of a brand`s market execution. Consistently sponsors

contribute significant totals of cash endeavouring to enhance a brand`s general awareness
levels. Numerous advertiser consistently screen mark awareness levels, and in the event that
fall underneath a foreordained limit, the publicizing and special exertion is strengthened until
the point that mindfulness comes back to the ideal dimension. Defining brand awareness
objectives/destinations is a key choice in promoting arranging and procedure improvement.

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Types of brand awareness:

Advertisers regularly distinguish two unmistakable types of brand awareness; to be specific

brand review (otherwise called unaided review or once in a while unconstrained review) and
brand acknowledgment (otherwise called supported brand review). These kinds of awareness
work in altogether extraordinary courses with imperative ramifications for promoting system
and publicizing.

 Brand review:
Brand review is otherwise called unaided review or unconstrained review and allude to
the capacity of the buyers to accurately inspire a brand name from memory when
provoked by an item class. Brand review shows a moderately solid connection between
a classification and a brand while mark acknowledgment demonstrates a flimsier
connection
 Brand acknowledgement:
Brand acknowledgement is otherwise called helped review and alludes to the capacity
of the shoppers to accurately separate the brand when they come into contact with it.
This does not really necessitate that the purchases distinguish the brand name. Rather, it
implies that shoppers can perceive the brand when given it at the purpose of-offer or
subsequent to review its visual packaging.
Top-of –Mind awareness:
Shoppers will ordinarily buy one of the best three brands in their thought set. This is
known as best of-mind awareness. Thusly one of the objectives foe most showcasing
correspondences is to expand the likelihood that customers will incorporate the brand in
their thought sets.
A brand that appreciates top of-mind awareness will for the most part be considered as
a veritable buy alternative, gave that the shopper is positively arranged to the brand
name. Top of-mind awareness is applicable when buyers settle on a fast decision
between contending brands in low-inclusion classifications or for motivation type buys.

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THEROTICLE BACKGROUND STUDY:

3.2 CUSTOMER RELATIONSHIP MANAGEMENT:

Customer Relationship Management (CRM) is a strategy used by businesses to

manage interactions and relationships with current and potential customers. It
involves utilizing technology to organize, automate, and synchronize sales,
marketing, customer service, and technical support processes. The goal of
CRM is to improve customer satisfaction, loyalty, and retention while
increasingsalesandprofitability.CRMsystemstypicallyincludefeaturessuch as
contact management, sales automation, lead management, marketing
automation, and customer service/support. By centralizing customer data and
interactions, businesses can better understand their customers' needs,
preferences, and behaviors, allowing for more personalized and targeted
interactions. Customer relationship management (CRM) is a process in which
business or other organization administers its interactions with customers,
typically using data analysis to study large amounts of information.

CRM systems compile data from a range of different communication

channels, including a company's website, telephone (which many software
come with a softphone), email, live chat, marketing materials and more
recently, social media.

They allow businesses to learn more about their target audiences and how to
better cater to their needs, thus retaining customers and driving sales growth.
CRM may be used with past, present or potential customers. The concepts,
procedures, and rules that a corporation follows when communicating with its
consumers are referred to as CRM. This complete connection covers direct
contact with customers, such as sales and service-related operations,
forecasting, and the analysis of consumer patterns and behaviors, from the
perspective of the company. According to Gartner, the global CRM market
size is estimated at $69 billion in 2020.

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3.3 ISSUE/PROBLEM OF THE STUDY:

1) Poor product quality

2) Unhelpful customer services

3) Unavailable products

4) No company follow-up

5) Poor communication with customer

OBJECTIVES OF THE REPORT:

1) Centralized customer data

2) Improving customer understanding

3) Enhance customer interaction

4) Increasing customer satisfaction

5) Explore technological solution

6) Optimize marketing campaign

3.5 PROJECT FRAMEWORK:

1) Project goals

2) Scope

3) Timelines

4) Resources

5) Deliverables

6) Stakeholder

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7) Project goals

8) Scope

9) Timelines

10) Resources

11) Deliverables

12) Stakeholder

13) Risk management

14) Communication plan

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Chapter 4
Analysis and Interpretation

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4.1 Data Analysis & Interpretation

Which age group do you belong to

S.no Variables Respondents Percentage%

1 18-25 50 50%
2 25-35 25 25%
3 35-45 15 15%
4 45-55 5 5%
5 55 and above 5 5%
Total 100 100

AGE

50

25

15

18-25 25-35 35-45 45-55 55andabove

Interpretation:

According to the above graphs,shows 50% of respondents are between the age 18-25,
25% are between the age 25-35, 15% are between the ages of 35-45, and 5% are between
the age of 45-55 and over the age of 55+ It indicates that the worker is primarily between
the ages of 18-25.

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1) Gender

s.no Variable Respondents Percentage%

1
Male 55 55%
2
Female 45 45%
3
Other - -
TOTAL
100 100

Gender

male

female

45%

55%

Interpretation:

According to the above graph shows that in marutisuzuki 55% male and 45% female
customers are over the male customers of 55%.

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2. Education level

S.no Variables Respondents Percentage%

1
High school or less 5 5%
2
College 20 20%
3
Bachelor’s degree 60 60%
4
Master’s degree 15 15%
Total
100 100

Education level

Master degree 15

Bachelor degree 60

college 20

High school 5

10 20 30 40 50 60 70

Interpretation:

The customer s degree of education is displayed in the above graphs. 5% of

customers has completed their high school,60%have learned bachelor’s degree, 15%
have completed their master’s degree , 5% have learned acollege and a higher
percentage have completed their bachelor’s degree

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2) Employment status:

s.no Variables Respondents Percentage%

1
Student 55 55%
2
Employed 30 30%
3
Unemployed 10 10%
4
Retired 5 5%
Total
100 100

EMPLOYMENT STATUS
60

55

40

30
20

10

students employed unemployed retired

Interpretation:

The above graph shows the customers employment status, 55% customers are students
and 30% customers are employed and10% customer sare unemployed and 5% customers
are retired. Then of customers are the students of 55%.

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3. How long have you been a customer at Maruti Suzuki?

s.no Variables Respondents Percentage%

1
Less than 6 months 45 45%
2
6months to1year 25 25%
3
1-3years 8 8%
4
More than 5 years 22 22%
Total
100 100

Customers

Morethan 5y

lessthan 6m
1-3years

Interpretation:

The above graphs show the no of customers in Maruti Suzuki. The 45% of customers are
less 6months at Maruti Suzuki, 25% customers are 6 months to1year at Maruti Suzuki,
8% of customers are the 1-3 years at Maruti Suzuki,22% of customers are
morethan5years at MarutiSuzuki,the less than 6 months customers are percentage at
MarutiSuzuki is 45%.

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On a scale of 1-5,how satisfied are you with our customer services?

s.no
Variables Respondents Percentage%

Verysatisfied 37 37%
1

Satisfied 32 32%
2

Neutral 28 28%
3

Dissatisfaction 3 3%
4

Very dissatisfaction - -
5

100 100
Total

Customer satisfaction

28%
37%

32%

verysatisfied satisfied neutral dissatisfaction verydisatisfaction

Interpretation:

The abovepie chart shows to the customer satisfaction to our Maruti Suzuki.The 37%
customers are very satisfied,32% customers are satisfied,28% customers are neutral, and
3% customers are dissatisfaction, the percentage of high, very satisfied is 37%

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4. How do you typically contact our customer services?

s.no
Variable Respondent Percentage%
1
Social media 45 45%
2
Inperson 40 40%
3
Newspaper 15 15%
4
other - -
Total
100 100

Customer contact type

other
news paper

socialmedia

in-person

socialmedia in-person news paper other

Interpretation:

Customer services at Maruti Suzuki the 44% of customers visit on through of

socialmedia,40% customer visit on through of persons,15% of customers visiton through
of newspaper customer with services The above pie chart is shows the how the customer
contacts our. The number of percentages shows the customers came to through of
socialmedia.

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How effective do you find our customer relationship management in addressing your
Needs

s.no
Variables Respondets Percentage%

Very effective 58 58%

1

Effective 22 22%
2

Neutral 20 20%
3

Ineffective - -
4

Very - -
5
ineffective

100 100
Total

CRM needs

Very in effective 0

ineffective 0

neutral 20

effective 22

Very effective 58

10 20 30 40 50 60 70

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Interpretation:

The above chart shows the how effective customers there needs in customer relationship
management the 58% customer choose very effective,22% customer choose effective
20% customer choose neutral, and the number of customers choose ineffective and very
ineffective. The higher up customer chooses very effective 58%

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Do you receive personalized communication from our Maruti Suzuki company

s.no
Variable Respondents Percentage

Yes 78 78%
1

No 22 22%
2

Communication

No

22%

Interpretation:

The above pie shows the customer receive the personal communication from Maruti
suzuki company the 78% customers of yes and the 22% of customer no th customer
receive personal communication with78%

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On a scale of 1-4, how would you rate the usefulness of our CRM system in
resolving issue quickly?

s.no
Variable Respondents Percentage

Very useful 35 35%

1

Useful 47 47%
2

Neutral 18 18%
3

Not useful - -
4

100 100
Total

Resolving issue
47

35

18

Very useful useful neutral not useful

Interpretation:

The above chart shows the usefulness of our CRM system is quickly resolving the issue.
The customers shows 35% of very useful 47% of useful 18% of neutral. The number of
less is not useful. The useful of resolving issue is 47% of use

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How likely are you to recommended our company to others based on your
experience with our CRM system?

S.no
Variable Respondents Percentage%

Very likely 34 34%

1

Likely 42 42%
2

Neutral 24 24%
3

Unlikely - -
4

100 100
Total

CRMsystem

very
likelylikely
24%
neutral
34%

Interpretation:

The above chart shows our company to other based companies experience with our CRM
system is the 34% of very likely42% of likely 24% of neutral. The number of likely is
42%.

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Any additional comment or feedback.

s.no
Variable Respondents Percentage%

No comment 70 75%
1

Superb 15 15%
2

Awesome 15 15%
3

100 100
Total

Feedback
80

70

60

50

40
15 15
10

No comment awesome superb

Interpritation:

The above line chart shows the feedback of customers to Maruti company to no
comment on 75%, 15% of superb and 15% of awesome the number of no comment is
75%

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Chapter 5

Findings and Suggestion

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5.1 FINDINGS:
1. Age:
Distribution across various age groups will help understand the
demographics of the customer base

2. Gender:
Insight into gender distribution to see if there’s any skew towards a particular
gender.

3. Education Level:
Understand the educational background of customers to tail or
communication and services accordingly
.

4. Employment Status:
Information on employment status provides context on the financial stability
and time availability of customers.

5. Customer Tenure:
Helps identify the loyalty and experience levels of customers. Longer
tenure might correlate with higher satisfaction and loyalty.

6. Interaction Frequency:
Indicates how often customers need to engage with customerservice,
highlighting potential issues or engagement

7. Effective ness of CRM System:

Measures how well the CRM system meets customer needs. Highlight stare’s for
system improvements.

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8. Personalized Communication:
Determines if personalized communication is reaching customers. Can impact
customer loyalty and satisfaction.

9. Usefulness of CRM System:

Rates the system’s ability to resolve issues, indicating efficiency and customer
satisfaction with the CRM tools.

10. Likelihood to Recommend:

Measures overall customer satisfaction and loyalty. High likelihood to
recommend indicates astrong customer relationship

5.2 CONTACT METHODS

BIBLIOGRAPHY:

 www.indianautomobileindustry,com

 www.shanteshamotors.com

 www.marutisuzuki.com

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5.3 SUGGESTION:

 The company should enhance the customer service and training.

 The company should provide optimize channels like phone, e-mail,live chat etc.
 Increase assective to personalised communication as personalised
interaction can lead to higher satisfaction and loyalty.
 Consider customer feedback for update and new features than can
streamline issue resolution.
 Regular survey or feedback mechanism to keep pulse on customer needs and
satisfaction.

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5.4 QUESTIONAIRES.

A STUDY ON “CUSTOMER RELATIONSHIP MANAGEMENT”

TOWARDS MARUTI SUZUKI CHIKODI

Mr. Akshay Patil pursing B.com at KLE`S Society`s B K College Chikodi. I am

undertaking a project report titled “A Study on customer relationship management
towards Maruti Suzuki with reference to Shantesha Motors Chikodi. I request you to
please co-operate and fill your opinion of facilitate my study your response is crucial and
only used academic purpose. I assure you that furnished information will be kept
confidential.

Name:

Age:

Occupation:

Address:

Phone:

1) Age:
-18-24
-25-34
-35-44
-45-54
- 55 and above

1. Gender:
- Mal
- Female

2. Education Level:
- High School orless
- Some College

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- Bachelor’sDegree
- Master’sDegree

3. Employment Status:
- Employed
- Unemployed
- Student
- Retired

4. How long have you been a customer of our company?

- Less than 6 months
- 6 months to1 year
- 1-3years
- More than 5 years

5. How frequently do you interact with our customer service?

- Rarely
- Occasionally
- Frequent

6. How do you typically contact our customer service? (Check all that apply)
- Newspaper
- Social Media
- In-Person
- Other:

7. How effective do you find our CRM system in addressing your needs?
- Very Ineffective
- Ineffective
- Neutral
- Effective
- Very Effective

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8. Do you receive personalized communication from our company?

- Yes
- No

9. On a scale of 1 to5,how would you rate the usefulness of our CRM system in
resolving issues quickly
Not Useful
- Slightly Useful
- Neutral
- Useful
- Very Useful

10. How likely are you to recommend our company to others based on your experience
with our CRM system?

- Very Unlikely
- Unlikely
- Neutral
- Likely

11..Any additional comments or feedback:

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5.5 CONCLUSION

This survey provides comprehensive insights into demographics, satisfaction, and

interaction with the CRM system. By addressing the areas highlighted through the
survey results, the company can enhance overall customer experience, improve
service quality, and strengthen customer loyalty. Regular analysis and iterative
improvements based on customer feedback will ensure sustained customer
satisfaction and business growth.

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