Crm in Bajaj

A study on customer relationship management

customer Relationship Management

INTRODUCTION

CRM, or Customer relationship management, is a number of strategies and technologies that are used to build stronger relationships between companies and their customers. A company will store information that is related to their customers, and they will spend time analyzing it so that it can be used for this purpose.

Some of the methods connected with CRM are automated, and the purpose of this is to create marketing strategies which are targeted towards specific customers. The strategies used will be dependent on the information that is contained within the system. Customer relationship management is commonly used by corporations, and they will focus on maintaining a strong relationship with their clients.

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 relationship management could be better defined as being a methodology, an approach that a company will use to achieve their goals. It should be directly connected to the philosophy of the company. It must guide all of its policies, and it must be an important part of customer service and marketing. If this is not done, the CRM system will become a failure. There are a number of things the ideal CRM system should have. It should allow the company to find the factors that interest their customers the most. A company must realize that it is impossible for them to succeed if they do not cater to the desires and needs of their customers. Customer relationship management is a powerful system that will allow them to do this.

It is also important for the CRM system to foster a philosophy that is oriented towards the customers. While this may sound like common sense, there are a sizeable number of companies that have failed to do it, and their businesses suffered as a result. With CRM, the customer is always right, and they are the most important factor in the success of the company. It is also important for the company to use measures that are dependent on their customers. This will greatly tip the odds of success in their favor. While CRM should not be viewed as a technology, it is important to realize that there are end to end processes that must be created so that customers can be properly served. In many cases, these processes will use computers and software. 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.

Objectives of the studyPrimary objective:

To Study the CRM of BAJAJ ANITHA MOTORS ADONI.

Secondary objectives:

To know customer handling skills maintained by Bajaj, Anitha Motors Adoni.

To know how customer satisfying toward Bajaj, Anitha Motors Adoni.

To know consumer psychology towards BAJAJ. To know what does it does for an organization.Need for the studyFor many years, organizations have endeavored to understand the customers that they buy their products. Despite this, many organizations fail to understand their customers at even the most rudimentary level. Typically, an organization should be able to answer question such as:

What product did they last buy?

When did they make last call?

How did they undertake their last transaction-website? E-mail? Phone call? WAP?

In reality, far too many organizations dont even know who their customers are or, at the very least, how many they have.

Findings out who your customers are, what they want and providing it seem to be a task fraught with difficulties. Ask any experienced marketing manager and they will confirm that not only providing the product or service but understanding and managing consumer expectations are key to creating satisfied customers. Despite their efforts, many will find that their customers still act indecisively, unpredictability, UN productively, and often find themselves dissatisfied and disappointed with the result of their transaction. Whats the solution?

By conducting a project work, how the organization will answer the above question, and I will definitely suggest some solutions to the organization in order to correct the errors in maintenance of CRM.Scope of the study

It is very much suitable and correct to the Bajaj, Anitha Motors Adoni. To conduct the research on customer relationship management in Adoni city is very time consuming process and it unable to survey in Adoni. So, select the area A.A.S College road with simple size 100 and a great scope to conduct project work in Adoni with reference Anitha motors.

RESEARCH METHODOLOGY Marketing research means the systematic gathering, recording, analyzing of data about problems relating to the marketing of goods and services

Marketing research has proved an essential tool to make all the need of marketing management. Marketing research therefore is the scientific process of gathering and analyzing of marketing information to meet the needs of marketing management. But gathering of observation is must be systematic. The systematic conduct of research requires:

Orderliness, in which the measurements are accurate.

Impartiality in analysis and interpretation.

Research methodology is a systematic process of identifying and formulating by setting objective and method for collecting, editing and tabulating to find solution.

Definition:

Research is a systematized effort to gain new knowledge Redman and Mory

RESEARCH DESIGN:

Research design indicates the methods and procedure of conducting research study. Research design can be done in following three types:-

1 Exploratory Research:-

Exploratory research focuses on the discovery of new ideas and is generally based on secondary data.

2 Descriptive Researches:-

Descriptive research is undertaken when the researcher want to know the characteristics of certain groups.

3 Causal or Experimental Researches:-

An experimental research is undertaken to identify causes and effect relationship between two variables.

Exploratory:

These studies carried out to explore a subject.

The main objective is to help in defining a research problem and generate a set of hypothesis or research question.

An exploratory study is undertaken when not known about the situation at hand, or no information is available on how similar problems have been solved in the past.

Exploratory research is undertaken to better comprehend the nature of the problem.

Extensive interviews with many respondents will be taken to understand and handle the situation.

In some cases explorative studies are important for obtaining a good grasp of the phenomena of interest and advancing knowledge through subsequent theory building and hypothesis testing

Sampling size: 100

SAMPLING TECHNIQUES

Sampling unit: Who is to be surveyed?

The Researcher has selected youngsters, businessmen, and housewives, employees to conduct survey and to measure satisfaction level.

Sampling types: There are two types of sampling i.e. Probability Sampling and Non probability Sampling.1) Probability Sampling: -

Probability sampling means each unit of the universe has equal chance of getting selected. The most frequently used probability sampling methods are as below:

a) Simple Random Sampling: In statistics and survey methodology, sampling is concerned with the selection of a subset of individuals from within a population to estimate characteristics of the whole population.

Researchers rarely survey the entire population because the cost of a census is too high. The three main advantages of sampling are that the cost is lower, data collection is faster, and since the data set is smaller it is possible to ensure homogeneity and to improve the accuracy and quality of the data

b) Stratified Random Sampling.

c) Multi-stage Random Sampling.

d) Cluster Sampling.

e) Multi phase Sampling.

f) Replicated Sampling.

2) Non Probability Sampling:-

Non Probability sampling contains following methods:-

a) Judgment Sampling.

b) Convenience Sampling.

c) Panel Sampling.

d) Quota Sampling

Data Collection Methods

Data types:-

1. Primary data

2. Secondary data

1. Primary data:

Primary data is one which is collected by the investigator himself for the purpose of a specific inquiry or study .Such data is original in character and is generated by surveys conducted by individuals or research institutions.2. Secondary Data:

When an investigator uses the data which as already been collected by others such data is called secondary data.

Data Collection Techniques:-

1. Observation Methods:

The method can be used to study sales techniques, customer movements, customer response etc.2. Experimentation Method:It may be used in the following situations:

What is the best method for training salesman

What is the best remuneration plan for salesman

What is the effectiveness of a point of purchase display

What package design should use

3. Questionnaire Method:

The survey method is the technique of gathering data by asking question from people who are thoughts to have the desired information.

Scale:

It is a tool or mechanism by which variables be measured

Types of Scales:-

1. Nominal scales:

It gives some basic, categorical gross information.

Ex: What is your gender?

1. Male 2. Female.

2. Ordinal Scales:

It helps the research to determine the percentage of respondents who consider the most and the worst.

Ex: rank the following five characteristics in life

1. Character 2.Education 3.Love 4.money 5.Friendship3. Interval Scales:

Interval scale not only groups individuals according to certain categories and taps the order of those groups; it also measures the magnitude of the differences in the preferences among the individuals.

Ex: what is your opinion on the importance of character in life

1. More important 2.Important 3.Cnt says 4.Not important 5.Nt at all important

4. Ratio Scales:

The ratio scale not only measures the magnitude of the differences between points on the scale but also explains the proposition in the differences.

Ex: Weighing balanceResearch instrument : A well-structured questionnaire

Sample size : 100Sampling procedure : random sampling

Statistical tool: Simple percentage method

Sampling unit: Business man, self employees, teachers and

StudentsLIMITATIONS of the study Every study has certain limitations. The conducted this survey with so much concentration at each point, after all the efforts and endeavor for the study, this is also having some limitations. Time is measure constraint in project according to JNTU norms.

Sample size that is 100 because to population Adoni is high.

No sufficient data for to go for extreme research.

Different views and suggestions provided by the respondents are subjected to personal bias.

INDUSTRY PROFILE

The first Japanese motor cycle was introduced in the early 80s. Hero Honda, TVS, and Suzuki brought in the first two strokes and four stroke engine motor cycles respectively. These two employers initially started with assembly of CKD kits and later on progressed to indigenous manufacturing. In the 90s the major growth for motor cycle segment was brought in by Japanese motor cycle, with grew at the rate of nearly 25% CAGR in last five years.Key players in the two wheeler industry:

There are many two wheeler manufactures in India. Major Player in the two wheeler industry is hero Honda motors Ltd (HHML), Bajaj auto Ltd and TVS motors company Ltd (TVS), Yamaha motor company Ltd (YML).

Around the turn of the 20th century, bicycle racing was big in the USA Bicycles would race around big curved tracks called velodroms aided by pacing machines powered by internal combustions engines, These pacers were made In Europe and often broke down. A young designer named Oscar Hedsom built his own America pacer. He met up with a racer named George Hero Honda who had his own bicycle manufacturing plant in Springfield, MA. The two combined force and created a bicycle powered by an engine developed by Edstrom. Thus was born the Hence Manufacturing Company and the India motorcycle. They chose the name India since it would signify an American product, George Hence became known as the Big Chief (B.C) and Oscar Edstrom became known as the medicine Man. The Factory was called the Wigwam and the dealer network was called the Tribe.

The company finally changed its name from the Hendee Manufacturing Company to the India Motorcycle company in 1923.The first V-towns from Indian were produced in 1907.Hedstrom left the company after a dispute in 1913 never to work in the motorcycle industry again. In another dispute within the newly formed company, Hendee also left the company in 1916 .The Company grew at a rapid rate but had many competitors, most notably; Harley- Davison, India competed with Harley-Davidson in the showrooms.The racks and on the streets to determine which brand the war continues to this day even though India was to go out of business for all intents and purposes in 1954.Indian began making motorcycle in 1901 as the Hedence Manufacturing company the first production model was in 1902 and143 units were produced.

In 1903 376 motorcycles were sold. It continued production through 1953 when it no longer made the classic Indian .in 1999 Indian motorcycle were Again produced, this them by the Indian Motorcycle corporations. This was not the same company but it did have rights to the Indian name trademarks.

Present here a look at Indian models from the first prototype model in 1901 to the present as provided by members. Gallery called 58 years of India is provided that gives a picture an description for each model year from 1901 to 2003.of this article discusses the founding and early growth of the Indian motorcycle Company .Note the spelling here of motorcycle instead of motorcycle. The term motorcycle was an archaic word used in the nineteenth century to denote any horseless carriage, Indian wanted to distinguish itself the competition by using the older word.

HISTRICAL INDUSTRY DEVELOPMENT:

Indian is the second largest manufacturer and producer of two-wheelers in the world. Its stands next only to Japan and chain in terms of the numbers of-wheelers produced and domestic sales respectively. This distinction was achieved due to variety of reasons like restrictive policy followed by the government of India towards the passenger car industry, rising demand for personal transport, inefficiency in the public transportation system etc.

The India two-wheeler industry made a small beginning in the early 50s when Automobile Products of India (API) started manufacturing scooters in the county. Unit 1958, API and Enfield were the sole producers.

In 1948 Bajaj, Auto began trading in imported Vespa scooters and three-wheelers. Finally, in 1960, it set up a shop to manufacturing them in technical collaboration with Piaggio of Italy. The agreement expired in 1971.

In the initial stages, API dominated the scooter segment; Bajaj Auto later overtook it. Although various government and private enterprises entered the fray for scooters, the only new player that has lasted till today is LML.

Under the regulated regime, foreign companies were not allowed to operate in India. It was a complete seller market with the waiting period for getting a scooter from Bajaj auto beings as high as 12 years.

The motorcycles segment was no different, with only three manufacturers viz Enfield ,Ideal jawa and Escorts, While Enfield bullet was a four stroke bike, jawa and the Rajdoot were two-stroke bikes, The motorcycle segment was initially dominated by Enfield 350cc bikes Escorts 175cc bikes.

The two-wheeler market was opened to foreign competition in the mid 80s, and the then market leaders-escorts and Enfield-were caught unaware by the onslaught of the 100cc bikes, of the four indo-Japanese joint ventures. With the availability of fuel-efficient low power bikes, demand swelled, resulting in Hero Honda-then the only producer of four stroke bikes (100cc category), gaining a top slot.

The first Japanese motorcycle were introduced in the early eighties, TVS, Suzuki and Hero Honda brought in the first two-stroke engine motorcycles respectively .These two players initially started with assembly of CKD kits, and later on progressed to indigenous manufacturing n the 90s the major growth for motorcycle segment was brought in by Japanese motorcycles, which grew at a rate of nearly 25% CAGR in the last five year.

The industry had a smooth ride in the 50s60sand 70s when the Government prohibited new entries and strictly controlled capacity expansion. The industry saw a sudden growth in the 80s the industry witnessed a steady growth of 14% leading to leading volume of 1.9mn vehicles in 1990.

The entry of Kinetic Honda in mid-eighties with a variometric scooter helped in providing ease of use to the scooter owners.

COMPANY PROFILEThe Bajaj Group is amongst the top 10 business houses in India. Its footprint stretches over a wide range of industries, spanning automobiles (two-wheelers and three-wheelers), home appliances, lighting, iron and steel, insurance, travel and finance. The group's flagship company, Bajaj Auto, is ranked as the world's fourth largest two- and three- wheeler manufacturer and the Bajaj brand is well-known across several countries in Latin America, Africa, Middle East, South and South East Asia. Founded in 1926, at the height of India's movement for independence from the British, the group has an illustrious history. The integrity, dedication, resourcefulness and determination to succeed which are characteristic of the group today, are often traced back to its birth during those days of relentless devotion to a common cause. Jamnalal Bajaj, founder of the group, was a close confidant and disciple of Mahatma Gandhi. In fact, Gandhiji had adopted him as his son. This close relationship and his deep involvement in the independence movement did not leave Jamnalal Bajaj with much time to spend on his newly launched business venture.

His son, Kamalnayan Bajaj, then 27, took over the reigns of business in 1942. He too was close to Gandhiji and it was only after Independence in 1947, that he was able to give his full attention to the business. Kamalnayan Bajaj not only consolidated the group, but also diversified into various manufacturing activities. The present Chairman of the group, Rahul Bajaj, took charge of the business in 1965. Under his leadership, the turnover of the Bajaj Auto the flagship company has gone up from INR.72 million to INR. 120 billion, its product portfolio has expanded and the brand has found a global market. He is one of Indias most distinguished business leaders and internationally respected for his business acumen and entrepreneurial spirit.

Bajaj group of companies:

Bajaj Auto is the flagship of the Bajaj group of companies. The group comprises of 34companies and was founded in the year 1926. The companies in the group are:

Bajaj Auto Ltd. Bajaj Holdings & Investment Ltd. Bajaj Finserv Ltd. Bajaj Allianz General Insurance Company Ltd. Bajaj Allianz Life Insurance Co. Ltd

Bajaj Financial Solutions Ltd. Bajaj Auto Finance Ltd. Bajaj Allianz Financial Distributors Ltd. Bajaj Auto Holdings Ltd. P T Bajaj Auto Indonesia (PTBAI)

Bajaj Auto International Holdings BV

Bajaj Electricals Ltd. Hind Lamps Ltd. Bajaj Ventures Ltd. Mukand Ltd. Mukand Engineers Ltd. Mukand International Ltd. Bajaj Sevashram Pvt. Ltd. Jamnalal Sons Pvt. Ltd. Rahul Securities Pvt Ltd

Shekhar Holdings Pvt Ltd

Madhur Securities Pvt Ltd

Niraj Holdings Pvt Ltd

Shishir Holdings Pvt Ltd

Kamalnayan Investments & Trading Pvt Ltd

Sanraj Nayan Investments Pvt. Ltd.

Hercules Hoists Ltd. Hind Musafir Agency Pvt. Ltd. Bajaj International Pvt. Ltd. Bachhraj Factories Pvt. Ltd. Baroda Industries Pvt. Ltd. Jeevan Ltd. Bachhraj & Co Pvt Ltd The Hindustan Housing Co. Ltd. Hospet Steels Ltd

Bajaj History: On November 29, 1945 Bajaj Auto came into existence as M/s Bachraj Trading Corporation Private Limited. It started off by selling imported two- and three-wheelers in India. In 1959, it obtained license from the Government of India to manufacture two- and three-wheelers and it went public in 1960. In 1970, it rolled out its 100,000th vehicle. In 1977, the technical collaboration agreement with Piaggio of Italy expired In 1977, it managed to produce and sell 100,000 vehicles in a single financial year. In 1985, it started producing at Waluj in Aurangabad. In 1986, it managed to produce and sell 500,000 vehicles in a single financial year. Bajaj entered into a strategic tie-up with Kawasaki in late 1990s to enhance its product line and knowledge up-gradation.Human Resource Concern: The world's 4th largest two- and three-wheeler company live their brand by its values of Innovation, Perfection, and Speed. They are distinctly ahead through excitement engineering. Innovation is how they create the future. It is a value that provokes them to reach beyond the obvious in pursuit of that which exceeds the ordinary. Perfection is how they set new standards. It is a value that exhibits their determination to excel by endeavouring to establish new benchmarks all the time. Speed is how they convey clear conviction. It is a value that keeps them sharply responsive, mirroring their commitment towards their goals and processes.QUALITY CONTROL:

Trust builds quality, Quality builds satisfaction. Satisfaction builds relationships, Relationships builds trust we believe in.. A Tradition of Trust

GLOBAL BAJAJ Bajaj is present in over 50 countries all over the globe

Dominant presence in Africa, Latin America and South Asia with increasing market share every year

Market leader in motorcycles in Colombia, Central America, Sri Lanka, Bangladesh, Philippines, Nigeria, Uganda and Kenya

891,002 units exported in 2009-10, an increase of over 15 % over the previous year

Total motorcycle exports of 726,115 in 2009-10, growth of 15% over 2008-09

Largest exporter of three wheeled commercial vehicles in the world: 164,887 units exported in 2009-10, a rise of 19% over 2008-09.Research & Development:

Bajaj Auto has a huge, extensive and very well-equipped Research and Development wing geared to meet two critical organizational goals: Development of exciting new products that anticipate and meet emerging customer needs in India and abroad Development of eco-friendly automobile technologies The company has also been investing heavily in the latest, sophisticated technologies to scale down product development lifecycles and enhance testing capabilities. Bajaj Auto R&D also enjoys access to the specialized expertise of leading international design and automobile engineering companies working in specific areas.Eco Spirit:

They are committed for continual improvement of safety, occupational health & environment performance & compliance with applicable safety, occupational health & environmental legislations, regulations & other requirements. Create a proactive SHE management system that addresses significant safety, occupational health & environment aspects related to activities, Products & services. Minimize the generation of waste& conserve resources through better technology & practices for prevention of pollution. Identify potential risks/hazards & follow safe work practices by using equipments, tools & personal protective equipments as applicable. Promote SHE awareness amongst all who work for & on behalf of Bajaj Auto Ltd. & motivate them to fulfill our commitments. They pledge towards creating & preserving a cleaner, healthier & safe work environment.Environmental Policy:

Bajaj Auto Ltd., manufacturer of two and three wheeler vehicles is committed to prevention of pollution, continual improvement of our environmental performance and compliance with all applicable environment legislation and regulation.Marketing Strategies:

Being the leading manufacturer of two & three wheelers market BAL(Bajaj Auto Ltd.) has been providing the best of the class models at competitive prices. Most of the Bajaj models come loaded with the latest features within the price band acceptable by the market. They regularly update the low price bikes with the latest features like disk-brakes, anti-skid technology and dual suspension, etc.

BAL adopted different marketing strategies for different models, few of them are discussed below: - Kawasaki 4S - First attempt by bajaj to make a mark in the motorcycle segment. The target customer was the father in the family but the target audience of the commercial was the son in the family. The time at which Kawasaki 4S was launched Hero Honda was the market leader in fuel-efficient bikes and Yamaha in the performance bikes. The commercial of Kawasaki 4S had the punch line "Kyun Hero" means "now what hero" which reflected the aggressiveness in the marketing front by the company.

Caliber - The focus for the Caliber 115 was youth. And though Bajaj made the bike look bigger and feel more powerful than its predecessor its approach towards advertising is even more radically different this time around. The teaser campaign and the emphasis on the Caliber 115 being a `Hoodibabaa' bike placed it as a trendy motorcycle for the college-goers and the 25 plus executives both at the same time

Marketing Strategies Pulsar Discover Bajaj Auto's entire product portfolio, from the entry-level to the premium, is being sold by the same dealers. The restructuring will involve separate dealer networks catering to the urban and rural markets as well as its three-wheeler and premium bikes segments. Bajaj Auto also plans to set-up an independent network of dealers for the rural areas. The needs of financing, selling, distribution and even after-sales service are completely different in the rural areas and do not makes sense for city dealers to control this.Corporate Governance:

Corporate Governance It is defined as a set of systems, processes & principles which ensure that a company is governed in the best interest of all stake holders. Bajaj Autos commitment to good corporate governance practices predates the laws and mandates of the Securities and Exchange Board of India (SEBI) and the stock exchanges. Transparency, fairness, disclosure and accountability have been central to the working of the company, its management and its board of directors. The standing that the company enjoys in the corporate world has as much to do with its reputation for integrity and transparency as with its performance

Corporate Governance Bajaj Auto set up its audit committee in 1987. Since then, the company has been reviewing and making appropriate changes in the composition and working of the committee from time to time to bring about greater effectiveness and to comply with various requirements under the Companies Act, 1956 as well as Clause 49 of the listing agreement. The current audit committee consists of the following directors: S H Khan, Chairman D J Balaji Rao J N Godrej Naresh Chandra Nanoo PamnaniSWOT Analysis:

STRENGTHS highly experienced management. Extensive R & D focus. Widespread distribution network... High performance products across all categories.

WEAKNESSES still has no established brand to match Hero Honda's Splendor in commuter segment. Not a global player in spite of huge volumes. Not a globally recognizable brand (unlike the JV partner Kawasaki)

OPPURTUNITIES Double-digit growth in two-wheeler market. Untapped market above 180 cc in motorcycles. The growing gearless trendy scooters and scooter market. Growing world demand for entry-level motorcycles especially in emerging markets

THREATS the competition catches-up any new innovation in no time. Threat of cheap imported motorcycles from China. Margins getting squeezed from both the directions (Price as well as Cost) TATA Ace is a serious competition for the three-wheeler cargo segment.

FUTURE GOALS:

Continuously launching bikes with new technologies like Digital Twin Spark - Swirl induction (DTS-Si) engine. Along with Renault they are ready to launch their new concept car Bajaj lite.Local Community Development:

Jankidevi Bajaj Gram Vikas Sanstha Bajaj Autos Corporate Social Responsibility towards the rural poor is carried out by a trust, Jankidevi Bajaj Gram Vikas Sanstha (JBGVS). This trust was formed in 1987. JBGVS acts as a catalyst for development at the grass root level in 44 villages around Bajaj Auto plants in Pune and Aurangabad District. A project on Rural Education and Information Network (REIN) is being implemented in 27 villages of Maval Taluka. This project imparts non formal education to non school going and poorly performing school going children. JBGVS assist BPL families to construct low cost houses under Indira Awas Yojana. As also help repair school rooms, old structures and construct cowsheds / mangers, community centers etc

JBGVS also conduct classes for vocational training like tailoring, bamboo craft, handicraft, making of greeting cards, mats, paper bags and assist computer training for Maharashtra State-CIT examination. Samaj Seva Kendra was established in 1975 by Bajaj Auto and is part of JBGVS. SSK provides facilities for social development of the residents of Akurdi, Nigdi and adjoining townships, with the aim of improving their quality of life, through skill development training, hobby centre, nursery education, health care, sports, music, dance and cultural programmesRECOGNITIONS:

BAL looks to continuously improve their Products and services to compete with global standards as new technologies are introduced at the blink of an eye. BAL obsession with perfection has been recognized by various institutions such as Automotive Publications like Overdrive, BBC world wheel awards, CNBC Auto car awards. Almost all the new bikes introduced by Bajaj in previous 5-6 years have been awarded with the bike of the year award. It includes bikes like Pulsar, Discover, Eliminator & Platina.Outlook and Conclusion

Bajaj is Indias largest automobile manufacturer. They firmly believe in providing the customer VALUE FOR MONEY, FOR YEARS through their products & services. Quality, safety & service has been given as much considerations as productivity, cost & delivery

History of CRMCustomer relationship management is a concept that became very popular during the 1990s. It offered long term changes and benefits to businesses that chose to use it. The reason for this is because it allowed companies to interact with their customers on a whole new level. While CRM is excellent in the long term, those who are looking for short term results may not see much progress.

One of the reasons for this is because it was difficult to effectively track customers and their purchases. It is also important to realize that large companies were responsible for processing tremendous amounts of data. This data needed to be updated on a consistent

basis.

In the last few years, a number of changes have been made to Customer relationship management that has allowed it to advance. These capabilities have allowed CRM to become the system that was once envisioned by those who created it. However, the biggest problem with these newer systems is the price. A number of personalized Internet tools have been introduced to the market, and this has driven down the cost of competition. While this may be a bane for vendors who are selling expensive systems, it is a bonanza for small companies that would otherwise not be able to afford CRM programs. The foundation for CRM was laid during the 1980s.During this time, it was referred to as being database marketing. The term "database marketing" was used to refer to the procedure of creating customer focus groups that could be used to speak to some of the customers of the company. The clients who were extremely valued were pivotal in communicating with the firm, but the process became quite repetitive, and the information that was collected via surveys did not give the company a great of information. Even though the company could collect data through surveys, they did not have efficient methods of processing and analyzing the information. As time went on, companies begin to realize that all they really needed was basic information. They needed to know what their customer purchased, how much they

spent,

and

what

did

with

the

products

they

purchased.

The 1990s saw the introduction of a number of advances in this system. It was during this time that term Customer relationship management was introduced. Unlike previous customer relationship systems, CRM was a dual system. Instead of merely gathering information for the purpose of using for their own benefit, companies started giving back to the customers they served. Many companies would begin giving their customers gifts in the form of discounts, perks, or even money. The companies believed that doing this would allow them to build a sense of loyalty in those who brought their products.Customer relationship management is the system that is responsible for introducing things such as frequent flyer gifts and credit card points. Before CRM, this was rarely done. Customers would simply by from the company, and little was done to maintain their relationship. Before the introduction of CRM, many companies, especially those that were in the Fortune 500 category, didn't feel the need to cater to the company. In the minds of the executives, they have tremendous resources and could replace customers whenever it became necessary. While this may have worked prior to the 1980s, the introduction of the Information Age allowed people to make better decisions about which companies they would buy from, and global competition made it easier for them to switch if they were not happy with the service they were getting.

DefinitionCRM (customer relationship management) can be defined as a business philosophy and set of strategies, programs, and systems that focuses on identifying and building loyalty with a retailers profitable customers. It is based on the business philosophy that all customers are not profitable in the same way and retailers can increase their profitability by building relationships with their better customers. The goal is to develop a base of loyal customers who patronize the retailer frequently.CRM processes are extremely helpful in identifying and targeting the best customers of the business firm and generating quality sales leads, as well as in the planning and implementation of marketing campaigns with definite goals and objectives. The processes involved in CRM can help the firm maintain a customized relationship with the customers for creating higher-level customer satisfaction and offering the finest customer service. CRM also endows the employees of the organization with the information they need to know about their customers wants and needs and to build a long-term sustained relationship between the firm and its customers.CRM is an acronym that stands for Customer Relationship Management. It describes the strategy that a company uses to handle customer interactions. One example of a common CRM strategy is the rewards card program offered by many supermarkets. The store gives its customers a free card that gives them access to special deals and discounts when they swipe the card during checkout. But that card also tracks everything the customer buys and allows the store to create an extremely detailed customer profile based on his or her purchasing habits. Armed with that information, the store can then offer its customers targeted coupons and other programs that will motivate its customers to buy more products from that store.Customer relationship management is the superset of business models, process methodologies and interactive technologies for achieving and sustaining high levels of retention and referrals within identified categories of valuable and grow-able customersImportance Increased sales result from spending more time with customers, which results from spending less time chasing, needed information.

Increased win rates: win rates improve since companies can withdraw from unlikely or bad deals earlier on in the sales process.

Increased margins resulting from knowing customers better, providing value sell, and discounting prices.

Customers stay longer, buy more, contact for their requirements, and customers buy more often. CRM, therefore, increases the opportunity and accomplishment of real life time value.

CRM increase occurs since customers find the company to be more responsive and better in touch with their specific needs.Looking at some broader perspectives given as below we can easily determine why a CRM System is always important for an organization:

1. A CRM system consists of a historical view and analysis of all the acquired or to be acquired customers. This helps in reduced searching and correlating customers and to foresee customer needs effectively and increase business.

2. CRM contains each and every bit of details of a customer, hence it is very easy for track a customer accordingly and can be used to determine which customer can be profitable and which not.

3. In CRM system, customers are grouped according to different aspects according to the type of business they do or according to physical location and are allocated to different customer managers often called as account managers. This helps in focusing and concentrating on each and every customer separately.

4. A CRM system is not only used to deal with the existing customers but is also useful in acquiring new customers. The process first starts with identifying a customer and maintaining all the corresponding details into the CRM system which is also called an Opportunity of Business. The Sales and Field representatives then try getting business out of these customers by sophistically following up with them and converting them into a winning deal. All this is very easily and efficiently done by an integrated CRM system.

5. The strongest aspect of Customer Relationship Management is that it is very cost-effective. The advantage of decently implemented CRM system is that there is very less need of paper and manual work which requires lesser staff to manage and lesser resources to deal with. The technologies used in implementing a CRM system are also very cheap and smooth as compared to the traditional way of business.

6. All the details in CRM system is kept centralized which is available anytime on fingertips. This reduces the process time and increases productivity.

7. Efficiently dealing with all the customers and providing them what they actually need increases the customer satisfaction. This increases the chance of getting more business which ultimately enhances turnover and profit.

8. If the customer is satisfied they will always be loyal to you and will remain in business forever resulting in increasing customer base and ultimately enhancing net growth of business.

In todays commercial world, practice of dealing with existing customers and thriving business by getting more customers into loop is predominant and is mere a dilemma. Installing a CRM system can definitely improve the situation and help in challenging the new ways of marketing and business in an efficient manner. Hence in the era of business every organization should be recommended to have a full-fledged CRM system to cope up with all the business needs.

Customer Relationship management is the strongest and the most efficient approach in maintaining and creating relationships with customers. Customer relationship management is not only pure business but also ideate strong personal bonding within people. Development of this type of bonding drives the business to new levels of success.

ObjectivesThe objectives of this research are as follows:

To identify the implementation process of CRM

To identify success factors affecting the implementation of CRM in developed countries and link them to the CRM implementation process.

To contribute to the knowledge of CRM in developing countries.

To propose a theoretical framework that integrates CRM implementation phases, CRM components, and CRM success factors.

To develop a research plan for assessing and evaluating the proposed theoretical framework.

To use the empirical evidence to evaluate the feasibility of adopting the conceptual framework for CRM successful implementation

Whereas other media have worldwide-accepted standards of measurement, no such standard exists to measure results from CRM. Sales, marketing, and service costs are separated from customer accounts, even when they result from direct customer interactions. This format makes it difficult to calculate customer acquisition costs and service costs? Two important factors in any customer profitability analysis. Current accounting systems are isolated from each other, due to fragmented corporate operations. This makes it difficult to create a companywide universal view of the customer

Functions Marketing Sales

Services

Marketing:

Marketing primarily deals with providing functionalities of Long term planning and Short term execution of marketing related Activities within an organization. For long term marketing plans, Quantitative as well as Qualitative measures (targets) can be set for a defined period and for different product groups which are then monitored based on the actual performance throughout the defined periodShort Term execution includes running Marketing campaigns via different communication channels targeting a pre-defined group of potential buyers with a specific message referring to a product or a group of productsOne key objective of the Marketing function of the CRM - Customer relationship management software is to generate sales related leads, which finally get converted into Sales Revenues for the company. Lead management deals with processing these Leads, carrying out a sanity check, evaluating the genuineness of the information (Since, there is a lot of information that is gathered during Marketing Campaigns it becomes necessary to screen these leads), and finally converting them to Hot Leads or Cold Leads.Sales:

The sales functionalities of the CRM - Customer relationship management software are focused on helping the Sales team to execute and manage the presales process better and in an organized manner. Sales team is responsible for regularly capturing key customer interactions, any leads or opportunities they are working on etc, in CRM system. By organizing all the relevant data such as Prospective customer, expected budget, total spending, products interested in, expected closing date, Key players in the deal, important dates and milestones etc. regarding a prospective deal into one place, Opportunity Management of the CRM system helps by "Guiding" the Sales representative to carry out certain suggested activities for its various phases such as, initiation, identification, qualification, RFP received, quotation sent, final stage, won or lost. These recommendations are based on the company's sales policy. This is often referred as "Guided Sales Methodology".Services:

Service related functionalities are focused on: Effectively managing the customer service (Planned or Unplanned)

Avoid "leakage" of Warranty based services

Avoid "Penalties" arising due to Non conformity of SLA (Service Level Agreements)

Provide first and Second Level support to Customers Some of the service related functionalities can be: Service Order Management

Service Contract Management

Planned Services management

Warranty Management

Installed Base (Equipment) Management

SLA Management

Resource Planning and Scheduling

Knowledge Management (FAQs, How to guides)

Call Center Support

Resource Planning and Workforce Management1. Zone of defection where customers are extremely hostile and have the lowest level of satisfaction.

2. Zone of indifference where customers are not sure. They have a medium level of satisfaction and loyalty towards the company.

3. The third level of customers is in the zone of affection described as Apostles. CRM focuses on bringing customers from level 1 to level 3 and retaining apostle customers.

Today any company can copy products or services offered by other companies. If the new entrant adds features like less order turn around time and direct communication then established players are bound to have sleepless nights. Organizations that implement CRM and turn their business into e-businesses will find their competitors customers ready to welcome them with a smile.

Process and it unable to survey in Adoni. So I select the area A.A.S College road with simple size 100 so I have a great scope to conduct my project work in Adoni with reference Anitha motors as my topic is very much suitable and correct to the Bajaj, Anitha Motors Adoni. To conduct the research on customer relationship management in Adoni city is very time consuming.TechniquesTechnologies for contact centre infrastructure

A call centre is based on the following technologies;

Customer relationship management

CRM provides ways of handling customers.

CRM ways for optimizing customer satisfaction.

The goal of CRM is to maximize the interaction and gain maximum information and provide maximum satisfaction to customers.

Interactive to voice response

Call handling time is decreased.

Enhanced call routing based on questions.

Reducing queuing time.

24*7*365

Faster response

Improved customer service satisfaction.

Automatic call distributor

The routing of calls is achieved by the following criteria:

Agent vacant to take the call.

Skills based routing.

Call routing to skilled agent.

Number of calls accumulative in a queue.

Automatic number identification.

Predictive dialing

Dialogic card is used for out bound calls.

The automation of out bound dialing allows agents productivity by automating the services.

Numbers are dialed automatically in advance by an agent available to take the call as per the skill and availability.

Customer relationship management is the superset of business models, process methodologies and interactive technologies for achieving and sustaining high levels of retention and referrals within identified categories of valuable and grow-able customersDEFINING CUSTOMER AND CUSTOMER CARECUSTOMER

Customers are the-ones who run the business.

Customer enables us to maintain sustainability and profitability.

Customer is the beginning and the end, the main reason for being in business.

Customer is the Boss; just as the boss can fire an employee when he is unhappy with his work, the customer is the boss who can stop availing our services if he is dissatisfied.WHAT CUSTOMERS NEED

Customer requirements.

Sticking to customers agenda of discussion.

Meet or exceed customer expectations.

Customer requirements while contacting a customer service

To feel welcome: customers want recognition; this sense of interest translates into a feeling that they have a right to be there and to seek help.

To be taken seriously: customers want to feel that reps will give considerate thought to their questions or issues in all cases.

To feel important: customers want to have attention and all of your companies capabilities put to work to resolve their issues.

To accomplish their objective: customers contact service departments because they have a goal to the accomplished.Sticking to customers agenda of discussion.

When customers call, they think that their problem is the most important one.

Agents have to make the customers feel that they are important.

Because customer service people spend all day thinking about how to help customers, they usually know much more than the customers.

Exceed their expectations

When customers call, they already expect the worst.

Their satisfaction starts at 100%. It decreases the rapidly if they are not satisfied.

Under the promise and over deliver.

WHAT CUSTOMER HATE

Unstable responsiveness.

Poor after sales services.

Not knowing whats going on.

Talking to a machine.

Unnecessary costs.DATA ANALYSIS AND INTERPRETATION The data collected has to be processed and analyzed for the purpose of developing the research plan. This is essential for a scientific study and for ensuring that we have all the relevant data. Processing implies editing, coding, classification, and tabulation of collected data and so that they acquiescent to analyzes.

The term analysis refers to the computation of certain measures along with searching for patterns of relationship that exists among data groups. Thus, In the process of analysis, relationships with original or new hypothesis should be subjected to statistical tests of significance to determine with that validity data can say as to indicate any conclusions.

Analysis of data in a general way involves a number of closely related operation that are performed with the purpose of summarizing the collected data and organizing them in such a manner that answer the research questions.

The whole chapter of analysis and interpretation is based on the responses of 100 respondents who were administered with a questionnaire which contain the personal data their views about the recruitment process and procedure.

1. Are you dealing services/ products offered by Bajaj, Anitha Motors?S. NoItemNo. of Respondents%

1Yes8484

2No1616

Total100100

Table-1Source:

Data collected from the respondents through a structured questionnaire.

Inference:

The above Chart informed that of all above 100 respondents, 84% respondents towards yes and 16% belongs to No.

1. Are you dealing services/ products offered by Bajaj, Anitha Motors?

Chart-12. Does the company give proper response to your queries?S. NoItemNo. of Respondents%

1Yes5757

2No4343

Total100100

Table-2Source:


Inference:

Of all the 100 respondents 57% respondents towards yes and 43% respondents no.

2. Does the company give proper response to your queries?

Chart-23. If you face any problems related to the Services of Bajaj, Anitha motors, do they respond in a perfect manner.S. NoItemNo of Respondents%

1Yes5151

2No4949

Total100100

Table-3Source:


Inference:


3. If you face any problems related to the Services of Bajaj, Anitha motors, do they respond in a perfect manner.

Chart-34. Does the problems was resolved by the retailers support desk.S. NoItemNo of Respondents%

1Yes5454

2No4646

Total100100

Table-4Source:


Inference:

Of all the 100 respondents 54% respondents are yes and 46% respondents are no.4. Does the problems was resolved by the retailers support desk.

Chart-4

5.Are you satisfied with the customer schemes of the company?S. NoItemNo of Respondents%

1Yes5151

2No4949

Total100100

Table-5Source:


Inference:


5. Are you satisfied with the customer schemes of the company?

Chart-5

6. Does the retailer support desk identifies the retailers problems effectively and solve them in proper time.S. NoItemNo of Respondents%

1Yes6363

2No3737

Total100100

Table-6Source:


Inference:


6. Does the retailer support desk identifies the retailers problems effectively and solve them in proper time.

Chart-6

7. Do the company executives visit your shop regularly to convey schemes?S. NoItemNo of Respondents%

1Yes3434

2No6666

Total100100

Table-7

Source:


Inference:

The above Chart informed that of all above 100 respondents 34% respondents yes and 66% respondents no. 7. Do the company executives visit your shop regularly to convey schemes?

Chart-7

8. Are you satisfied with the services support of the company?S. NoItemNo of Respondents%

1Yes7070

2No3030

Total100100

Table-8Source:


Inference:

The above Chart informed that of all above 100 respondents, 70% respondents towards yes and 30% belongs to No.8. Are you satisfied with the services support of the company?

Chart-8

9. Are you satisfied with the margins in Bajaj, Anitha motors services.S. NoItemNo of Respondents%

1Yes5555

2No4545

Total100100

Table-9Source:


Inference:

The above Chart informed that of all above 100 respondents, 55% respondents towards yes and 45% belongs to No9. Are you satisfied with the margins in Bajaj, Anitha motors services.

Chart-9

10. Are you satisfied with the retailer grievance handling mechanism of the Bajaj, Anitha motors.S. NoItemNo of Respondents%

1Yes7171

2No2929

Total100100

Table-10Source:


Inference:


10. Are you satisfied with the retailer grievance handling mechanism of the Bajaj, Anitha motors.

Chart-1011. Does customers are happy when their problems are solved by the retailers support desk.S. NoItemNo of Respondents%

1Yes6060

2No4040

Total100100

Table-11Source:


Inference:

The above Chart informed that of all above 100 respondents, 60% respondents towards yes and 40% belongs to No.11. Does customers are happy when their problems are solved by the retailers support desk.

Chart-11

12. Are you satisfy with the credit facilities provided by Bajaj, Anitha motors.S. NoItemNo of Respondents%

1Yes7474

2No2626

Total100100

Table-12Source:


Inference:

The above Chart informed that of all above 100 respondents, 51% respondents towards yes and 49% belongs to No.12. Are you satisfy with the credit facilities provided by Bajaj, Anitha motors.

Chart-12

13. Are you satisfying the discount offered by Bajaj, Anitha motors on bulk purchase?S. NoItemNo of Respondents %

1Yes6262

2No3838

Total100100

Table-13Source:


Inference:

The above Chart informed that of all above 100 respondents, 62% respondents towards yes and 38% belongs to No.13. Are you satisfying the discount offered by Bajaj, Anitha motors on bulk purchase?

Chart-13

14. Are you satisfying the Brand pull of Bajaj, Anitha motors.S. NoItemNo of Respondents%

1Yes7474

2No3636

Total100100

Table-14Source:


Inference:


14. Are you satisfying the Brand pull of Bajaj, Anitha motors.

Chart-14

15. Are you satisfying with the payment norms of Bajaj, Anitha motors?S. NoItemNo of Respondents %

1Yes3838

2No6262

Total100100

Table-15Source:


Inference:


15. Are you satisfying with the payment norms of Bajaj, Anitha motors?

Chart-15

16. Are you satisfying with the services offered by Bajaj, Anitha motors retailers.S. NoItemNo of Respondents%

1Yes4848

2No5252

Total100100

Table-16Source:


Inference:

The above Chart informed that of all above 100 respondents, 48% respondents towards yes and 52% belongs to No.16. Are you satisfying with the services offered by Bajaj, Anitha motors retailers.

Chart-1617. Did you feel comfortable working with our representative?S. NoItemNo of Respondents %

1Yes5454

2No4646

Total100100

Table-17Source:


Inference:

The above Chart informed that of all above 100 respondents, 54% respondents towards yes and 46% belongs to No.17. Did you feel comfortable working with our representative?

Chart-17

18. Do you think their company is able to give excellent customer service at any point of contact?S. NoItemNo of Respondents%

1Yes7474

2No2626

Total100100

Table-18Source:


Inference:

The above Chart informed that of all above 100 respondents, 74% respondents towards yes and 26% belongs to No.18. Do you think their company is able to give excellent customer service at any point of contact?

Chart-1819. Did you feel comfortable working with their rep representative?S. NoItemNo of Respondents%

1Yes6262

2No3838

Total100100

Table-19Source:


Inference:

The above Chart informed that of all above 100 respondents, 62% respondents towards yes and 38% belongs to No.19. Did you feel comfortable working with their rep representative?

Chart-19

20. How do you feel the overall customer relationship management of Bajaj, Anitha motors?S. NoItemNo of Respondents%

1Excellent2121

2Good4545

3Fair2222

4Poor1212

Total100100

Table-20Source:


Inference:

Of all the 100 respondents 21% belong to respondents are Excellent, 45% belong to respondents are Good, 22% belong to respondents Fair, and the 12% respondents Poor.20. How do you feel the overall customer relationship management of Bajaj, Anitha motors?

Chart-20FINDINGS

The customers dealing services/products of Bajaj, Anitha Motors are Excellent. Most of the respondents saying that the company is responding towards customer queries.

Most of the respondents are satisfied towards the service of Bajaj, Anitha Motors. Majority of the respondents towards yes that the retailers supported to the problem of customer. Most of the respondents (63%) are satisfied toward the customer schemes.

Yes, which the company executives are visiting to explain schemes. Yes, most of the respondents are feeling comfort toward the Bajaj, Anitha Motors. Most of the respondents are satisfied with the margins.

The respondents are satisfied towards grievance mechanism handling normally. The respondents are happy towards the support of Bajaj, Anitha Motors.

The respondents satisfy with the credit facilities of Bajaj, Anitha Motors. Most of the respondents are satisfy with the discount facilities offered when bulk purchase. The respondents are satisfied towards the brand pull of Bajaj, Anitha Motors. Most of the respondents are satisfied with the service of Bajaj, Anitha Motors.

Majority of the respondents feel fair about the comfortable with the working of employees of Bajaj, Anitha Motors. Most of the respondents feeling good towards the working nature of Bajaj, Anitha Motors. By analyzing Customer relations maintaining by Bajaj, Anitha Motors, the overall performance is excellent and satisfactory.Suggestions Service influences the purchasing decision of customers, so some of the people are not feeling good about service, so increase your service levels. Maintaining proper interaction with customer about the service and etc... so, maintain proper relationships with customers

Most of the members are unhappy about resale value of the bike

Some of the members feeling not good about the cost of the bike, so please concentrate on cost which is match able to middleman Anitha motors explain the offers of the company to customers.

Anitha motors service has to increase employees in order to maintain relationship with customer. It is better to maintain good executives to convey about the schemes.CONCLUSIONThe overall study of the customer relations concludes that maximum customer are loyal to company and if company implements the suggestions as above mentioned it will capture more market share and has a scope to become market leader Bajaj motors sale of value is high through international so good maintain.

BheemiReddy Institute of Management Science, Adoni.34

Crm in Bajaj

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