OBJECTIVES The study on enhancing the customer relationship management of SJB Automobiles Pvt Ltd, Trichy.

To identify the information about the customer relationship towards the SJB automobiles Pvt Ltd, Trichy. To now the customer perception about the product features. To study about the customer relationship about the safety and comfort provided by the company. To find out the service !uality and their complaints about the products.

SCOPE OF THE STUDY

The scope of study is limited to the respondents are selected from in and around Trichy "T#$. The pro%ect is carried out for the period of &'( days only. The sample unit was also &(( respondents. )owever, *ahindra and *ahindra Automobile showrooms are located in other places i.e. locally and even in the neighboring states. +nly opinion of respondents of Trichy city was consider for finding out the opinions of respondents.

FINDINGS

Based on the data gathered by administrating schedules to customers the following observations are made. &. *ahindra ,-L+ has e.cellent percentage of customer satisfaction according to the data shown in table & of the data analysis and /nterpretation topic. '. *ost of the people are satisfied with its low maintenance cost and after sales service provided by *ahindra ,-L+. 0. Based on the fuel consumption, most of the people are satisfied with it. 1. Based on Safety and 2omfort, 3esign, Space, *aintenance most of the people are satisfied with it. 4. Large numbers of ,-L+ user are aware of its power steering. 5. /f we too the satisfaction level of people toward ,-L+, it becomes good. 6. /ts features and style satisfy most of the people.

SUGGESTIONS

&. *ahindra 2ompany has to implement good customer relationship management strategy that enhances customer satisfaction level.

'. The company can for the underta e 783 to improve the e.isting feature which field help increase in the customer satisfaction.

0. The company should promote about the entire feature offered by it.

1. As ma%ority of the customer give opinion that they are satisfied is the factor, services and design of the product of the company should ta en not only maintain the e.isting standard but also enhance them.

CONCLUSION

&. *ahindra ,-L+ has a very good mar et share in the state of Trichy "#27$ for the S9: segment.

'. The company is offering good services, which is reflected on the satisfaction of the customer.

0. *a%ority of the customer are satisfied with the design of the vehicle.