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INTRODUCTION

The automotive
industry in India is one of the biggest on the planet with a yearly
creation of 23.96 million vehicles in FY (financial year) 2015– 16, following a
development of 2.57 for each penny in the course of the most recent year. The
car business represents 7.1 for each penny of the nation’s total national
output (GDP).

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India
is additionally a noticeable auto exporter and has solid fare development
desires for the not so distant future. The industry created an
aggregate 14.25 million vehicles—including Passenger vehicles (PV), Commercial
vehicles (CV), and three-wheeler and bikes.

The
main leading automobile manufacturers in the world as of 2016 are Volkswagen,
Toyota, Renault, Hyundai etc. The best manufactures of automobile in India are
Maruti Suzuki, Toyota, Hyundai, Tata motors and Mahindra and Mahindra (M).
Among them the chosen ones for the study are Maruti Suzuki, Tata motors and
M.

Customer
Relationship Management is widely implemented strategy for managing a company’s
interaction with clients and sales prospective. It uses data analysis about the
customer’s history with a company to improve business relationships with
customers, specially focusing on customer retention and ultimately driving
sales growth. Automobile industry faces unique challenges in the modern
economy, there’s a strong competition between new and used car markets.CRM is
the strongest and most effective approach in maintain and creating relationship
with customers. Development of this type of relationship builds the business to
new level of success.

Today’s
automotive consumers are increasingly well informed and have an unprecedented
level of choice in the market place. Customer loyalty is no longer a given and
forward looking automotive, companies have to work harder than ever to earn and
retain it. To respond to high customer expectations, companies are finding that
they have to use both traditional and emerging channels to deliver more
efficient, effective and profitable marketing, sales and customer service. It
is a belief that more the sophisticated strategies involved in implementing the
customer relationship management the more strong and fruitful is the business.

 

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