Beruflich Dokumente
Kultur Dokumente
Submitted By:
Submitted To:
Group No : R152
Ashwani Kumar(10807616)
Mithun Saxena(10810750)
This is to certify that the project report titled to study the impact of crm techniques
adopted by small car segment dealers in the region of punjab of the districts jalandhar
ludhiana and nawasher carried out by Ashwani Kumar , Mithun Saxena , Munish
Vardhan has been accomplished under my guidance & supervision as a duly registered
MBA student of the Lovely Professional University, Phagwara. This project is being
submitted by them in the partial fulfillment of the requirements for the award of the Master of
Business Administration from Lovely Professional University.
Thier dissertation represents thier original work and is worthy of consideration for the award
of the degree of Master of Business Administration.
___________________________________
(Name & Signature of the Faculty Advisor)
Date:
DECLARATION
I, "Ashwani Kumar , hereby declare that the work presented herein is genuine work done
originally by me and has not been published or submitted elsewhere for the requirement of a
degree programme. Any literature, data or works done by others and cited within this
dissertation has been given due acknowledgement and listed in the reference section.
Ashwani Kumar
10807616
Date: May 3, 2010
DECLARATION
I, Mithun Saxena, hereby declare that the work presented herein is genuine work done
originally by me and has not been published or submitted elsewhere for the requirement of a
degree programme. Any literature, data or works done by others and cited within this
dissertation has been given due acknowledgement and listed in the reference section.
Mithun Saxena
10810750
Date:-3 May 2010
DECLARATION
I, Munish Vardhan,, hereby declare that the work presented herein is genuine work done
originally by me and has not been published or submitted elsewhere for the requirement of a
degree programme. Any literature, data or works done by others and cited within this
dissertation has been given due acknowledgement and listed in the reference section.
Munish Vardhan
10810337
Date:-3 May 2010
ACKNOWLEDGEMENTS
We place on record our sincere thanks to one and all who at different occasions given
valuable suggestions for the development of the project. Our sincere thanks to our honorable
professor Mr. Manish Kumar who as our Faculty Guide has always motivated us to put our
best foot forward by setting high standards for us.
We specially extend our grateful thanks to Mr. Girish Taneja and Mr. Pushpinder
Singh for providing us the valuable suggestions and precious recommendation at different
phases during our research project which help us in making it a success. We want to extend
our sincere gratitude to both Panel heads who has been the guiding force throughout this
research project.
We also thank our peers for being so supportive as well as being so cooperative in
sharing their valuable views and discussing about relevant points while preparing this report.
Ashwani Kumar
Mithun Saxena
Munish Vardhan
Table of Contents
Sr. No.
CHAPTERS
Page No.
1.
INTRODUCTION TO CRM
8-18
2.
INDUSTRY ANALYSIS
19-21
3.
21-23
4.
24
5.
25-29
6.
TOOLS OF CRM
30
7.
RESEARCH METHODOLOGY
31-33
8.
33-36
9.
QUESTIONNAIRE
37-40
10.
41-90
11.
FINDINGS
91
12.
LIMITATIONS
92
13.
93-94
14.
REFERENCES
95
technology
co operational - ensures the contact with customers (phone, email, fax, web...)
Provide product information, product use information, and technical assistance on web
are not registered with the company cannot be resolved, and are a major source of customer
dissatisfaction)
Provide a fast mechanism for handling problems and complaints (complaints that are
Provide a fast mechanism for correcting service deficiencies (correct the problem before
Identify how each individual customer defines quality, and then design a service strategy
use internet cookies to track customer interests and personalize product offerings
accordingly
There are a number of reasons why CRM has become so important in the last 10
years. The competition in the global market has become highly competitive, and it has
become easier for customers to switch companies if they are not happy with the service they
receive. One of the primary goals of CRM is to maintain clients. When it is used effectively,
a company will be able to build a relationship with their customers that can last a lifetime.
Customer relationship management tools will generally come in the form of software. Each
software program may vary in the way it approaches CRM. It is important to realize that
CRM is more than just a technology.
Customer support is directly connected to CRM. If a company fails to provide quality
customer support, they have also failed with their CRM system. When a customer makes
complaints, they must be handled quickly and efficiently. The company should also seek to
make sure those mistakes are not repeated. When sales are made, they should be tracked so
that the company can analyze them from various aspects. It is also important to understand
the architecture of Customer relationship management. The architecture of CRM can be
broken down into three categories, and these are collaborative, operational, and analytical.
The collaborative aspect of CRM deals with communication between companies and their
clients
10
11
Differentiating Offerings
High
Service Requirement
Low
High
Low
12
Exploit up-selling and cross-selling potential. By identifying life stage and life event trigger
points by customer, marketers can maximize share of purchase potential. Thus the single
adults shall require a new car stereo and as he grows into a married couple his needs grow
into appliances.
Increase Loyalty
Loyal customers are more profitable. Any company will like its mind share status to improve
from being a suspect to being an advocate.
Company has to invest in terms of its product and service offerings to its customers. It has to
innovate and meet the very needs of its clients/ customers so that they remain as advocates on
the loyalty curve. Referral sales invariably are low cost high margin sales.
13
Learning from
customers &
prospects
Creating
Profits
Acquiring new
customers
Fig.3
5
Creating value
for customers &
prospects
CRM Activities
Creating loyal
customers
1. Customer Engagement
Marketing
2. Business Transaction
Planning
and
Campaign Management
Telemarketing
and
Lead
Order Acquisition
Internet
Generation
Pricing
Configuration
Opportunity Management
E-Selling
Sales
Telesales
Field Sales
Profitability Analysis
Activity
and
Contact
Management
Customer
Segmentation,
Collaborative
Content
and
14
Management
3. Order Fulfillment
4. Customer Service
Interaction Center
Process
Service Management
Claims Management
Integration
Complete
Order
Life
Cycle
Management
of
Marketplace
Services
Customer Engagement
15
Business Transaction
In the business transaction phase of the relationship life cycle Customer Relationship
Management supports the following key functional areas:
Internet Pricing and Configuration -- Delivers online systems that allow users to
configure products online and compare prices across different catalogs and
marketplaces; includes shopping basket functions
E-Selling -- Provides solution for selling products and services via the Internet;
covers all phases of sales cycle, including one-to-one marketing, catalog browsing,
search, order placement, payment, contract completion, and customer support
Telesales -- Manages inbound and outbound calls; handles high call volumes;
provides efficient user interface; integrates sales information from back-office
systems and product information from online catalogs
Field Sales -- Delivers key customer and prospect information to sales personnel at
any place, at any time; facilitates planning and maintenance of sales activities, such as
appointments, visits, and calls, and provides activity reports; creates quotations and
takes orders; includes support for mobile and wireless devices
Order Fulfillment
In the order fulfillment phase of the relationship life cycle Customer Relationship
Management supports the following key functional areas:
Complete Order Life Cycle Process -- Provides the ability to track and trace orders
at all points along order management, manufacturing, distribution, and service
processes; proactively notifies customers of changes that affect delivery
16
Customer Service
In the customer service phase of the relationship life cycle Customer Relationship
Management supports the following key functional areas:
customer self service; includes case-logic system featuring advanced decision support
for problem determination and resolution
17
Field Service - (Mobile Service) -- Delivers and tracks customer and account
information for field service personnel; provides service planning and forecasting,
scheduling, and dispatching functionality through tight integration with fulfillment
systems; includes support for mobile and wireless devices
Business Transaction
Customer Retention
and referrals for new
customers
Customer
Engagement
Order Fulfillment
Customer Service
18
Team Structure
Purpose
Increase
Effectiveness
Improve Efficiency
Planning Process
Role
Relationship
Performance
Programs
Account
Management
Retention
Planning Process
Process Alignment
Monitoring
Communication
Employee Motivation
Partners
Criteria
Process
Employee Training
Evolution
Enhancement
Strategic
Financial
Marketing
Retention
19
INDUSTRY ANALYSIS
GLOBAL FOUR WHEELER INDUSTRY
Evolution
The automobile industry has undergone significant changes since Henry Ford first
introduced the assembly line technique for the mass production of cars. Production
concepts, processes and the associated technologies have changed dramatically since the
first cars were built. Some 70 years ago car assembly was primarily manual work. Today,
the process of car assembly is almost fully automated. In the old days, firms attached
importance to the production of virtually every part in a single plant, while today,
carmakers concentrate on only a few specific production stages. Parts and module
production, services and related activities have been shifted to other, specialised firms
(outsourcing of production steps).Since the 1980s, it has become clear that further
productivity gains to retain competitiveness can be possible only by outsourcing and
securing greater flexibility. For example, firms, especially small car producers whose
markets have been threatened by imports, have diversified their production programmes
(e.g. by building off-road cars or convertibles) thereby introducing greater flexibility in
the production process. Also, firms and their production have become more
internationalized in lieu of outsourcing.
Current Scenario
The global passenger car industry has been facing the problem of excess capacity for
quite some time now. For the year 2002, the global capacity in the automotive industry
was 75 million units a year, against production of only 56 million units (excess capacity
estimated at 25%). Efforts to shore up capacity utilization have prompted severe price
competition, thus affecting margins and forcing fundamental changes in the industry. The
pressure on sales and margins is driving players to emerging markets in pursuit of better
growth opportunities and/or access to low-cost manufacturing bases.
20
The concept of selling in the passenger car industry is changing from original sales
towards lifecycle value generation, encompassing financing, repairs & maintenance,
cleaning, provision of accessories, and so on.
Vehicle manufacturers are moving into completely new materials and technologies
partly guided by environmental legislationin striving to come up with radically
different products. Some of these new technologies involve parts that can be bolted on to
an existing vehicle with relatively few implications for the rest of the vehicle. Others are
much more fundamental, and are likely to have a profound impact throughout the supply
chain. The examples include battery, electric or hybrid power trains, and alternatives to
the all-steel body. Carmakers are increasingly outsourcing component production, and
focusing on product design, brand management and consumer care, in contrast to the
traditional emphasis on manufacturing and engineering.
The increasing need to attain global scales underscores the importance of platform
sharing among carmakers. All original equipment manufacturers (OEMs) are trying to
reduce the number of vehicle platforms, but raise the number of models produced from
each platform. This means producing a number of seemingly distinct models from a
common platform.
As in manufacturing, distribution in the automobile industry is undergoing
significant changes, involving Internet use, retailer consolidation, and unbundling of
services provided by retailers.
21
22
23
Sl.No.
BRAND
VARIANTS
PRICE IN (Rs.)
GRAND VITARA
XL7
16,97,000.00
MARUTI BALENO
MARUTI ESTEEM
MARUTI VERSA
MARUTI SWIFT
MARUTI WAGON-R
MARUTI GYPSY
MARUTI ZEN
LXi
5,72,000.00
VXi
6,42,000.00
LX
4,66,000.00
VX
5,39,000.00
DX
4,19,000.00
DX2
4,58,000.00
LXi
3,95,000.00
VXi
4,05,000.00
ZXi
4,85,000.00
LX
3,35,000.00
LXi
3,62,000.00
AX
4,63,000.00
VXi
3,87,000.00
VXi ABS
4,20,000.00
ST
5,06,000.00
HT
5,29,000.00
3,58,000.00
24
25
26
Lovely Autos
G.T.Road,Opp.D.P.S,, Jullundur,
Jalandhar, Punjab
Jalandhar, Punjab
Tel: 0181-3952521
Autocar
Company
Limited
G T Road,Dholewal, Ludhiana,
Near
Ludhiana, Punjab
Pawa,G.T.
Airport,
Po
Road,Ludhiana,
Tel: 0161-2541777 2541965-66
Ludhiana,
Ludhiana,
Punjab
Tel: 0161-2512701
04
27
T Road, Ludhiana,
Ludhiana, Punjab
Ludhiana, Punjab
Tel: 0161-2542100
2542300,2542600
LOVELY AUTOS
Address: VPO LANGROYA NAWANSHAHR CHANDIGARH ROAD DIST. NAWANSHAHR
Ph. No.: 1823-251500 251501
Email: lovelyautosnws@yahoo.co.in
28
ADDRESS
Goyal
G.T.Road
TELEPHONE NO
FAX
, 0181-
Hyundai Paragpur.
5063662
5062222/5061111/5063672/75
Pin:144005,
Jalandhar.
Kosmo
Opp
Delhi 0181-5009501/10
5009513 /
5009504
G.T.Road
Pin:144001,
Jalandhar.
ADDRESS
TELEPHONE
FAX
NO
Godawri
Hyundai
Road,
2808446
Pin:142021, Ludhiana
Pioneer
B-XXIX-104/1,
Hyundai
Sherpur,
0161-
5095803
G.T.Road 5095800/802
ADDRESS
TELEPHONE
NO
29
NAME
ADDRESS
TELEPHONE
NO
Garyson
Motors
Ludhiana.
56
5069948
9855121449
981462565
Dada Motors
0161-3295821
9876188000
9876903232
987691323
KOSMO HYUNDAI
Opp Dps Main Rd, Main G T Rd, Basti Jodhewal, Jalandhar, Punjab, India
0181-5009501, 5009502
Hyundai Motor India Limited (HMIL) is a wholly owned subsidiary of Hyundai Motor
Company, South Korea and is the second largest and the fastest growing car manufacturer in
India. HMIL presently markets 34 variants of passenger cars across segments. The Santro in
the B segment, the Getz Prime and the i10 in the B+ segment, the Accent and the Verna in
the C segment, the Sonata Embera in the E segment and the Tucson in the SUV segment.
Hyundai Motor India, continuing its tradition of being the fastest growing passenger car
manufacturer, registering total sales of 327,160 vehicles in the calendar year (CY) 2007, an
increase of 9.2 percent over CY 2006. In the domestic market it clocked a growth of 7.6
percent as compared to 2006 with 200,412 units, while overseas sales grew by 11.8 percent,
with exports of 126,748 units
30
STAN AUTOS
Opp Dps, G T Rd, Jalandhar, Punjab, India
0181-2660366
stanauto@sify.com\
Stan Autos is the leading car and bike magazine, Latest road test on cars and bikes, reviews,
first drives, news, features, helping you buy used cars, answering car and bike queries, best
places to travel, results of Formula 1 drivers standings, updates on A1gp, aprc, wrc, inrc,
prices for all cars and bikes.
31
32
OBJECTIVES OF STUDY
What are the different CRM techniques being adopted by various dealers in small car
segment in the region of Punjab.
How much the CRM initiative of the companies helps them to retain their existing
customer and acquiring new customers.
33
RESEARCH METHDOLOGY:
PERIOD OF STUDY:
The period of the study for this project cover near about three months. Further, this much
period is a reasonable period to study the performance of target person and to gain knowledge
with respect to the objective of study.
TYPES OF THE RESEARCH:
It is a Descriptive Research and the main objective of Descriptive Research is to learn about
who, what, when and how. It includes study and fact finding inquiries of different kinds.
Thus the major purpose of descriptive research is the description of the state of affairs, as it
exits at present. To understand the various CRM activities and the impact of those activities
on customer loyalty an on the sale of the company we will design a questionaries that in
clued all the above said objectives
It also include Exploratory Research as we are focusing on the what are the recent trends in
the CRM activities in the automobile dealers and what are their consequences.
Population: Population includes the people of Jalandhar, banga (nawasher), Ludhiana
Proposed Sample Size: 100 customers
Research Tool: Questionnaire
FRAMEWORK OF ANALYSIS:
The study has been undertaken to examine and understand the marketing aspect of customer
relationship management for a business playing a crucial role in the growth. The framework
of study is concern with the CRM activities by automobile dealer in the region defined above
34
LITERATURE REVIEW
CRM techniques are the most widely techniques that had been used by the companies
but as our study revolves around the small car dealers so we have collected some of the data
on the existing structure of the CRM in the automobile industry by taking into consideration
the main three companies that is Maruti Suzuki, Hyundai, Tata Motors. To respond to high
customer expectations companies are finding they have to use both traditional and emerging
channels to deliver more effective efficient and profitable marketing sales.
In an article that is free take back network for Tata Motorss ELV that they have
developed an programme of appreciation to the previous Tata customers who wished to
dispose off their car at end of life vehical in UK and give that certificate of destruction and
that is free of charge.
An article that is being posted by delearelite.ca that what actually is the crm in the
automobile industry in that they have explained about the diffrrence between the CRM and
DMS as a dealer management software should have
Also an CRM-DMS initiative that is taken by tata motors has connected company to
1200 dealers and to the end customers. Of course we should also know about the choosing of
CRM software and that can be well got from the article that is poste on CRM guru blog that
is CRM Software Selection Does Not Have to Be Daunting Task which explains that
Choosing CRM software can be a daunting task, it does not have to be an insurmountable
one.
Simply defining the right goals and how the CRM software enables the company to
meet those goals will go a long way in preparing the company to make the smart choice.
Another aricle that is being posted on emerland insight that explains about the digital loyality
networks being adopted by the automobile dealers to enhance their CRM activities. digital
loyalty network, including the implementation of an integrated network connecting the
company with suppliers, alliance partners, dealers and customers .
One of the greatest example of CRM being adopted by maruti Suzuki when it recalled
its A star car due to some of the discrepancies article by arnab RC Bhargava, who is the
chairman of the company said that Maruti Suzuki is committed to the safety of the customers.
Another article that explains about the common CRM requirement to run the small car
dealership effectively and also explain the most suitable CRM solution the article named as
35
Which vendor is the best automotive CRM solution for today's small dealerships?
Typically a smaller dealership will not have that many departments or unnecessary
complexity to worry about, hence a lot simpler CRM solution is required, but at the same
time the system should be powerful and proven solution to their unique marketing challenges.
Some of the challenges facing the smaller dealers are: one the price tag, the smaller dealers
wouldn't want to pay a setup fee from $2000 to $10000, and they certainly don't want to pay a
monthly cost of $1500 - $500. The second challenge is I.T support, because many of the
smaller dealers will not have the luxury of having constant I.T support, therefore their CRM
solution should require minimal user training, with intuitive user interfaces. It should be
easily understood and used by the management, instead of leaving all the CRM problems to
your I.T department. Another feature that is required by the smaller dealer is quick turn
around, when they receive a vehicle, or stocking in a vehicle into their inventory.
In one of the article being posted by sharla sikes she has explained about the
increasing level of customer satisfaction due to the changing CRM that is 360 degree CRM
which maintain from all aspects a complete record of that consumers information. Data and
processes factor large in traditional CRM setups. The article is named as more than just
CRM.
Another article that is being posted by articlebase.com has resulted the parameters
that can be used to measure the customer satisfaction and the maruti was one of the first to
rank highest in customer satisfaction and the parameters on which the customer satisfaction
level was measured were problems experienced, service quality, service advisor, service
initiation, user-friendly service, service delivery, and in-service experience.
on demand automotive crm software solution: (car dealer software This is an
article written by salesboom.com that has explained Automotive CRM software systems are
designed to meet the most demanding Automotive sales software, marketing, call center,
Automotive shop software and field service requirements for car companies, importers, used
car dealers, parts shops, auto repair shops, distributors, and retailers. Salesboom Automotive
CRM tools encompass very comprehensive Automotive Software Applications that facilitate
management, synchronization, and coordination of all customer touch points, including Web,
call center, field organization, Automotive shop, showroom and partner networks.
36
In one of the article that is posted on the blogspot.com the article named as six reason why
crm initiative fails .There can be many reasons why CRM initiatives fail but here its going
to focus specifically on six of them pertaining to small businesses and startups. These CRM
activities has some points to be discussed like Counting v. Creating Customers, Measuring
the Wrong Thing, Structured v. Unstructured Data, Ease-of-Use, "Feeding the Monster",
Transactional Systems v. Solution/Relationship Systems. CRM guru has one of the article
being posted on it that explained about the strategic framework of CRM in automobile
sector. The authors emphasize the need for a cross-functional, process-oriented approach that
positions CRM at a strategic level. They identify five key cross-functional CRM processes: a
strategy development process, a value creation process, a multichannel integration process, an
information management process, and a performance assessment process.
ARTICLE REFRENCES
http://www.articlesbase.com/automotive-articles/why-are-the-dealers-still-using-outdatedsoftware-as-their-crm-solution-1944208.html
http://gmj.gallup.com/content/28297/what-price-car-customer-loyalty.aspx
http://www.salesboom.com/products/web-based_automotive_crm_software_solution.html
http://www.atypon-link.com/AMA/doi/abs/10.1509/jmkg.2005.69.4.167
http://blog.hubspot.com/Default.aspx?TabId=6307&bid=52
http://www.acastle.com/?gclid=CKe9tMSOsKACFQoupAodDiAiTg
http://www.tmcnet.com/channels/crm-software/articles/5594-crm-software-selection-doesnot-have-be-daunting.htm
http://blog.taragana.com/index.php/archive/maruti-a-star-recalled/
http://www.emeraldinsight.com/10.1108/10878570310505541
http://www.business-standard.com/india/news/auto-companies-need-to-deliver-atdealer\slevel/367948/
http://www.articlesbase.com/advertising-articles/maruti-suzuki-rolls-high-on-customersatisfaction-627273.html
37
Questionnaire
Q:1 What is your family income p.a ?
2-3 lakh
3-4 lakh
4-5 lakh
No__________
More than 2
Maruti Suzuki
Tata motors
Any other
1-3 years
Q: 6 On the scale of 1-5 where 1 represent extremely satisfied and 5 represent extremely
dissatisfied how would you rate your level of overall satisfaction with company?
Extremely
satisfied
Satisfied
Neutral
Dissatisfied
Extremely
dissatisfied
Why do you say that? What specifically are you satisfied or dissatisfied with company ? enter
response below:
38
Q: 7 Please rate your level of agreement with the following statements (1-5 scale with 1 being
strongly agree,2 being agree,3 being neutral,2 disagree and 1 being completely disagree):
1 2 3 4 5
I believe Company deserves my loyalty
Over the past year, my loyalty to Company has grown
stronger
Company values people and relationships ahead of shortterm goals
Q: 8 Please rate your level of satisfaction with sale representative in the following areas
5- Strongly 4- satisfied
3- Neutral
satisfied
2-Strongly
dissatisfied
dissatisfied
responsiveness
professionalism
Understanding
of my needs
Q: 9 Thinking of your most recent experience with the product/service, how much do you
agree with the following statements?
5agree
It was worth to
purchase
Relationship
maintainers
was good
It is easy to use
You were ask
for feedback
4- somewhat 5disagree
strongly
disagree
39
You
will
repurchase it
Q:10. Thinking of similar products/services offered by other companies, how would you
compare our product/service offered to them?
Much better
Somewhat
About
the Somewhat
better
same
worse
Much worse
Dont know
Q:11 Based upon your overall experience, please rate your satisfaction with Customer
Service in the following areas:
5 - Very 4 - Somewhat 3 - Neither 2 - Somewhat 1 - Very
satisfied satisfied
satisfied
nor dissatisfied
dissatisfied
Issue resolution
Quality of advice
Promptness
of
answering phone
Overall quality of
issue handling
Professionalism
of
Representative
Helpfulness
of
Representative
Ease of contacting
Customer Service
Promptness of email
response
dissatisfied
40
Agree
Neutral
Disagree
Strongly
disagree
Q:13 Would you use our service in the future, if you have had a need for it?
Definitely
Probably
Not sure
Probably not
Definitely not
Q: 14 how likely are you to recommend company product to a friend a relative? Would you
say the chances are :
Excellent
Very good
Good
Fair
Poor
N.A
Q: 15 Amongst all the touch point being used by the company please mention the most of the
effective tools in the following table:
Front desk
Sales representative
Email
Sms
Website
Feedback
Calling
AGE:
SEX:
OCCUPATON
ADRESS:
41
42
43
Overall
all satisfaction with company = satisfied
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
ANOVA
representative
isuueresolution
customerservice
Sum of Squares df
Mean Square
Sig.
Between Groups
3.420
.684
.572
.721
Within Groups
112.420
94
1.196
Total
115.840
99
Between Groups
143.649
28.730
1.017
.412
Within Groups
2656.061
94
28.256
Total
2799.710
99
Between Groups
2.609
.522
.763
.579
Within Groups
64.262
94
.684
Total
66.871
99
88
89
90
Most of the maruti Suzuki and tata motors customers are willing to recommend their
product to others but in this parameter Hyundai is also contributing some of the
efforts.
The touch point that have been asked from the customers and on an average the touch
point of the maruti Suzuki and the tatamotors are more effective which shows their
senstiveness towards crm activities but most of the effective tool for maruti is their
sales representative and their front desk where as tata motor is best at their email and
sms response. The effective tool of Hyundai is their email response.
91
FINDINGS
Punjab has an great hub for small car segment customer as according to the income
level.
As according to the income level people are interested to buy a small car inspite of
their more income.
Some of the software implication are also there in crm for companies.
Customer satisfaction lies in the services and the brand image of the company that is
positioning of the company
Sales representative plays an important role in the customer satisfaction and customer
retention of the given company
As according to the customer response more the company does to maintain the good
relationship with customer the more customer is willing to spread word of mouth as it
is maximum in case of maruti Suzuki.
The hypothesis we have selected that is null hypothesis that is crm has no impact on
the customers is being rejected by one way anova test and the alternative hypothesis is
selected as it is being proved that it has impact on the customer satisfaction.
Hyundai motors are not concentrating much on the crm activities as much as the tata
and the maruti Suzuki are doing.
The number of dealers of tata and Hyundai in the jalandhar and Ludhiana are some
what less than that of maruti.
92
LIMITATIONS
The period of study we were having with was not appropriate with the region defined
in the study as it require more time.
The response that is given by some of the customers about the company whos car
they own may contain some biasness.
It was very difficult to get the data from the dealers in the region because they are not
willing to disclose the data and hence the analysis that has been done on the basis of
available data may contain some biased results.
As we have taken the sample size of 100 people so it is confined to only 100 people
and hence we have taken the whole population as 100 so the result could vary if the
sample size has been changed or the people were changed.
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RECOMMENDATIONS
In CRM the automobile dealers have to learn from other service industry such as
airline service industry. Each time a customer approaches the service agent his entire
history was flashed on the screen.
Proper training should be given to the employees on the new crm technology that is
being adopted by the organization.
Our research has analyzed that the most of the customer are diverting their loyalty
from the one dealer due to the reason of some kind of discrepancies in issue resolution
so each dealer should have an independent issue resolution department under their
CRM to better understand their need.
94
CONCLUSION
As our study is being confined to the study of crm by automobile dealers in the region of
Punjab ( jalandhar, ludhiana,nawasher) from the study we have reveal that some of the
customers have no knowledge about the CRM of the company after the purchase of the
car it may be due to the lack of awareness in that area but they could understand when
we explained to them. Now coming to the three companies under study the conclusion
can be stated in one line only that all the CRM initiative taken by the dealers of these
companies have impacted the customer loyalty and customer satisfaction ofcouse some
of the points are there where the dealers have to work on which we have explained in
the recommendation. So by working more on crm they can achive the heights of
customer satisfaction.
95
REFERENCES
www.lovelyautos.net/la_contact.htm
http://www.cardekho.com/Tata/Jalandhar/cardealers
http://www.automobileindia.com/cars/dealers/punjab/tata.html
http://www.deskera.com/crm?googcrm&gclid=CKCS58DQpqECFcVR6wodoiC9EA
www.mouthshut.com/.../Stan_Motors_-_Jalandhar-925104545.html
www.consumercomplaints.in/?search=maruti%20ritz
jalandhar.justdial.com/stan-auto_Jalandhar_qyowveujwfq.htm
www.indiaautomall.com/used_cars.../Punjab.html
iplextra.indiatimes.com/article/05wkedCf8v4JD?q=Missouri
www.capterra.com/auto-dealer-software
www.autobase.net/
www.marutisuzuki.com/
www.hyundai.com/in/en/mai
mydma09.bdmetrics.com/...CRM-Hyundai...CRM/Overview.aspx
www.tatamotors.com