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CRM Strategies in Indian Auto Industry

The document discusses CRM in the Indian automobile industry. It provides background on the Indian automobile sector, noting that it is the 6th largest in the world and contributes 7.1% to India's GDP. It then discusses some of the challenges faced by the industry, such as changing customer preferences and increasing competition. The document also outlines Maruti Suzuki's CRM activities, including its acquisition, retention, and expansion strategies through programs like Maruti Auto Cards, leasing, and public racing events.

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115 views20 pages

CRM Strategies in Indian Auto Industry

The document discusses CRM in the Indian automobile industry. It provides background on the Indian automobile sector, noting that it is the 6th largest in the world and contributes 7.1% to India's GDP. It then discusses some of the challenges faced by the industry, such as changing customer preferences and increasing competition. The document also outlines Maruti Suzuki's CRM activities, including its acquisition, retention, and expansion strategies through programs like Maruti Auto Cards, leasing, and public racing events.

Uploaded by

vamshikdav
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd

CRM in automobile

industry
 What CRM is ?
 Indian automobile industry
 Business model
 Facts
Contents for  Challenges faced by the industry
presentation  Maruti Suzuki CRM activities
Managing relationship with customers.

CRM is about..  Acquisition- adding new customers


 Retention- creating a bond with the existing one.
 Expansion- Cross selling, Upselling new product lines or services
 6th largest one in the world.
Indian  Contributes 7.1 % to country’s GDP.
automobile  India is a prominent auto exporter.
sector  Allows 100 per cent FDI under the automatic route. Attracted FDI worth
US$ 17.40 billion April 2000 to June 2017.
 The industry produced a total 25,316,044 vehicles including PV, CV, 3 and
2-wheelers in April-March 2017.
 The government’s National Electric Mobility Mission 2020 is formulated
for faster adoption and manufacturing of electrical and hybrid vehicles.
About
automobile
sector
Few facts
about Indian
automobile
sector
Customer
Business Dealer
model
Automaker
 The changing customer lifestyles and preferences.
 Replacement cycles - three or four or even longer years
 Customer interaction is not frequent(1.2 times a year).
Challenges  The relationship is primarily with the dealer, not directly with the
faced by the manufacturer.

industries in  Strong competition from multinational players.


 They know more about you that what you know about them-
the sector Customers are much more informed
 Increasing competition in auto retail and aftersales.
 Increasing Independent fast fitters.
 Formerly known as Maruti Udyog Limited.
  It is a 56.21%-owned subsidiary of Suzuki Motor Corporation
Japan.
  It has a market share of 51% of the Indian passenger car
market(jan,2017).
Maruti Suzuki  Maruti is now the 11th largest auto maker in the world.
India Limited  3097 sales outlets and 3339 service workshops.
 MSIL is the second-best performing auto company with 53.32%
returns against Tesla Inc.’s which had 70.20% gains.
 Maruthi Suzuki arena
 True value

Channels  NEXA
 Commercial
 The car serviced at home;
 The cars are picked up and taken to workshop for service and
maintenance and are delivered on the same day or
 The customer goes over to the workshop
Acquisition
and retention
strategies
Maruti finance :

Maruti finance
and Maruti
Insurance
Broking Private Maruti Insurance Broking Private Limited:

Limited 
ICICI Lombard, IFFCO Tokio, Royal Sundaram, National insurance, Oriental
Insurance, United India Insurance, Universal Sompo, L&T insurance ,The New
India Assurance.
Maruti Auto
cards
Maruti Suzuki
leasing
Public Racing series under various seasons

relationship To encourage sport enthusiast who have got exceptional driving skills to display

activities
THANK YOU

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