A

SUMMER TRENING PROJECT REPORT

A STUDY OF CUSTMER RELATIONSHIP IN HUYNDAI PVT. LT
D

Submitted for the partial fulfillment of the requirement for the

award

MASTER OF BUSINESS ADMENSTER

Submitted By: Submitted To:

Sipu verma Mr. . Rohit Sir
M B A 3rd SEM (Assistance Professor)
PIT Jaunpur

PRASAD INSTITUTE OF TECNOLOGY JAUN

 CERTIFICATE (COMPANY)

Mr./ Miss sipu verma so./do premprakash verma has completes seven weeks summer
training in VENKATESH HYUNDAI PVT.LTD. JAUNPUR UTTER PRADESH
under promise manager Avanesh Bhari As a sales executive of Hyundai Cars for
M.B.A. in marketing Branch W.E.F 10/06/2019 To 25/07/2019.

Date 30/07/2019
AVNEESH BHARTI.
(H-PROMISE MANAGER)

Venkatesh Hyundai
M/S Venkatesh Auto wheels India pvt.Ltd.
Visheswarpur (shahganj Road )
Pachhatiya jaunpur
Ph No. 05452-262620
E-mail : venkateshhyundai@autowheelsjaunpur.com
 CERTIFICATE
This is certify that the summer Training project titled “ A study of customer relationship” is an
academic work done by “ Sipu verma” submitted in the partial fulfillment of the requirement for
the award of the Degree of “Master Of Business Administration “ From Prasad institute of
technology jaunpur under my guidance & direction to the best of my knowledge and belief the
data & information presented by him in the project has not been submitted earlier .

I appreciate that he has put in lot of efforts and delivered good results reach
I On behalf of institute, wish him success always.

Name of the Faculty Guide

Mr. Rohit sir
(Assistant professor MBA)
Signature.

External
 ACKNOWLEDGMENT

I am extremely thankful two Mr.Rohit Sir faculty of Prasad institute of technology,

jaunpur for his timely guidance and support through of the final report work in the
course of carrying out of the project work.

I am indeed to our other faculty members, my friends my parents who gave their full
handed co-operation for successful completion of my project.

It was an indeed learning experience for me.

(………….)

Name of student
Sipu verma
Roll No. 1814470012
 TABLE OF CONTENETS

CHAPTER PARTICALOUR PAGE NO.

Chapter.1 Introduction
1.1 Introduction
1.2 Objective
2.1 Characteristics
2.2 Origin
2.3 Scope
Chapter . 2 Company profile
2.4 Introduction
2.5 Objective of Hyundai car
2.6 History of the auto mobile
2.7 Need for the study
2.8 Strength , opportunities
2.9 Weekness,Threat
Chapter. 3 Customer relationship management
2.10 Introduction.
2.11 CRM plan
2.12 Develop the customize
2,13 CRM process
Chapter . 4 Research Methodology
Chapter.5 Data Analysis
Chapter.6 Finding
Chapter.7 Suggestion
Chapter.8 Limitation
Chapter.9 Conclusion
Bibliography
Appendices
 CHAPTER -1

(Introduction about the topic objective of study )

 Custmer relationship manegment

Custmer relationship manegment (CRM ) is an approach of managing company

interaction with current and future
Custmer . It often involves s using technology to organize .
Automate. And synchronize sales , marketing, customer service, and technical support.
“CRM is conerned with the creation, development and enhancement of individualised
customer relationships witd carefully targeted customer groups resulting in maximizing
theirc total customer life – time value “.

CRM is “the development and maintenance of mutually beneficial long – term

relationship with strategically significant customer “.
The biggest management challenge in the new millennium of liberalization and
globalization ford a business is to serve and maintain good relation with the king – The
customer. in the producer took their customer for granted , source of supply or
suppliers. But today characterized by economic liberalization, increasing competition,
high consumer choice, demanding customer, more emphasis on quality and value of
purchase etc.
All these changes have made today producer shift from traditional marketing to modern
marketing calls for more than target customer . it demands building trust ,a binding
force and value added relationship with customers .
 Objective of CRM

 The Study the current practices of CRM.

 To fin out the impact of CRM on the profitability of the organization .
 To study the factor affecting the crm practices
 To study the role of information technology in CRM
 CHARACTERISTICS :-
CRM is a customer –oriented feature with service response based on customer
input , one-to –one solution to customer service center that are intended to help
customer solve their issues . It includes the following function :
 Sales force automation , which implements sales promotion analysis ,
automate the tracking of a client ‘s account history for repeated sales for future
sale, and coordinates sales , marketing call center and retail outlets.
 Data warehouse technology , used to aggregate transaction information , to
merge the information with CRM producer , and to provide key performance
indicators.
 CRM system that track and measure marketing campaigns over tracking
customer analysis by customer clicks and sales

ORIGIN OF CRM
Customer relationship managment was originated in early 1970 s. CRM come
as a process That detail with relationship with customer surpassing the whole
business.

As said by Father of management ‘The true business of every company is to

make and keep customer”

The changing business enviourment is characterized by economic liberalization,

increasing competition high consumer choice, demanding customer .more
emphasis. On quality and value of purchase etc. All these changes have made
today’s producers’ shift from traditional marketing to modern marketing.
Modern marketing calls for more than developing a product, pricing it,
promoting it and making it accessible to target customer. It demands building
trust, a binding force and value added relationship with the customers. The
process of developing a cooperative and collaborative relationship between the
buyer and shelled customer relationship management not shortly sallied CRM.
 SCOPE OF THE STUDY

The scope of the stud the customer relationship management levels words “Hyundai
Limited”. The study was conducted for a period of & weeks covering various places in
jaladhar. Primary data was collec5ted For customer secondary data was collected from
company manuals, magazines and website and so on. The study gathers information
about the customer relation maintaining in various full range of Hyundai vehicles from
EON(passenger car) to Santa few (SUV) level in regard to Quality of service ,safety
tips fuel saving tips , driving tips etc. Customer care service and other values added
service provide by the company. It is aimed at enlightening the company about
different step to be taken up to increase the share of Hyundai motor company limited
with regard other competitors and also to make the company to provide better customer
service .
 CHAPTER – 2

COMPANY PROFILE
 Introduction of the Automobile Industry:-
Automobile, Self –proper vehicle used primarily on public roads but adaptable to other
surfaces. Automobiles changed the world during the 20th century. Particularly in the
United States and other industrialized nations. From the growth of suburbs to the
development of elaborate road and highway systems, the so- called horseless carriage
has forever alters the modern landscape. The manufacture ,sales, and servicing if auto
mobile have become key element of industrial economies. But Along with greater
mobility and job creation, the auto mobile has brought noise and air pollution and auto
mobile accident rank among the leading causes of death and injury throughout the
world. But for better or worse, the 1900 can be called the age of the automobile and
cars will no doubt continue to shape our culture and economy well into the 21 st
century. Automobile are classified by size, style, no of doors, and intended use . The
typical automobile, also called A car, auto motorcar, and passengers car, has four
wheels and can carry up to 6 people, including a driver. Larger vehicles designed to
carry more passenger are called vans, , omnibuses, are buses Those used to carry cargo
are called pickups are trucks, depending on their designed are van. –style vehicles built
on a passengers car frame that can usually carry up to eight passengers. Sport.- utility
vehicles, also no as SUVs, are more rugged they passengers cars and designed for
driving in mud or snow-

In 2012 manufacturing plant more than 25 coteries produced 73.2 million passengers
cars the automobile is built around an origin various system supply the origin with fuel
cool it daring operation, lubricate its moving parts and remove exhaust gases it create-
the origin produces mechanical power that is transmitted to the automobile wheels
through adverting which includes a transmission . One or more dive shafts, a
differential gear and axles. Suspension system which includes sparing and shock
absorbers, customer the ride and help protect the vehicle from being demanding by
bumps heavy loads and other series. Wheel and tares supports vehicles on the road way
and when rotated by power axles propel the vehicle forward or backwards steering
speed. An electrical system starts and operated the engine monitor and control many
aspect of the vehicle operation and powers such components as head light and radios.
Safety features such as bumpers air budges seal bells help protect occupants in an
accident.
 HISTORY OF THE AUTOMOBILE HISTORY

The history of the automobile actually began about 4100 years the wheel was used to
transportation in India. In the early 15th century Portuguese arrived in china and the
creation of a wheel by the 1600’s small steam powered engine models had developing
but it was another century before a full sized engine powered vehicle was created. IN
1769 French Army officer captain Nicolas josephs cogent built what has been called the
first automobile cugnotparel wheelers steam powered vehicle carried four 3.2 km/h and
had stop every 20 minutes to build bop a fresh head buff steams . A easily in 1801
successful but very heavy steam automo9bile type introduced in England laws barred
term from public road forced their owner to run them like train or designed by British
Engineer. Richard Trethvick journey more than 160km from corn wall to London.
Steam power caught the attention of other vehicle builders. In 1804American inventor
Oliver events and built a powered of car in 1828. British inventor a vaster Hancock
build a d of dream carriage in the mid 1830’s thus were used for the first omnibus
service in London by the mid 1800’s England had an extensive network of coach line.
Horde –drew stagecoach companies and the road companies pressured the British
parliament to approve heavy its bon steam – powered road vehicles. The tolls quickly
drove a steam cars were popular in the United States Most famous was the Stanley
steamer, built by American Twin brothers Freehand and Frances Stanley.

Objective of study
The main objective is to determine the current relationship management customer with

all aspect in regard to “HYUNDAI LTD“

.
 To know the grievance among the about products & service, if any .

 To identify different customer need in regard to a Hyundai motor car’s service

 HYUNDAI MOTOR COMPANY

The Hyundai motor company is a south Korean multinational auto maker headquartered
in Seoul Korea, The company was founded in 1967 and along with its 328% owned
subsidiary, kea motor, together comprise the Hyundai motor group, which is the
world’s fifth largest automaker based on annual vehicle sales in 2012 In 2008, Hyundai
motor (without kea) was ranked as the eighth largest automaker. As of 2010 the
Company sold over 3.6 million vehicle worldwide. Hyundai operated the world largest
integrated automobile manufacturing facility in Ulsan, South Korea, which has annual
production capacity of 1.6 milion units. The company employs about 75.000 people
worldwide Hyundai vehicles are sold in 193 countrie4s through some 6000 dealership
and showrooms

VISON:

“Our Team provides value for your future”

MISSION
To create exceptional automotive value for our customer by harmoniously
blending safety, quality and efficiency. With diverse, Will responsible stewardship to
our community and environment while stability and security now and for future
generations.
 Hyundai Motor India Limited

Type Subsidiary
Industry Automotive
Founds May 6,1996
Headquarter Chennai , Tamil , Nadu , India
Key people Mr. Y.K. Koo (CEO)
Product Automotive
Parent Hyundai Motor Company
Website www.hyundai.co.in
 HYUNDAI’S BRAND SLOGAN:

“NEW THINKING – NEW POSSIBILITIES “

A brand along embodies the essence of a brand its philosophy to its vision and identity
Hyundai brand slogan – “NEW THINKING POSSIBILTIES “ reflects the will of
Hyundai motor company to create new possibilities to benefits the worlds and its
people by encouraging and developing new thinking .All members of Hyundai have the
brand slogan deeply engraved in their hearts as they move forward in their efforts to
provide new values and experiences desired by today customer through innovative
ways are unique to the brand , driven by new thinking about customer and cars.

QUALITY POLICY
 To priority to customer satisfaction
The company will provide only those meeting relevant customer
requirements & international standards and accordingly satisfy every
customer.

 Continuous improvement
The company will make continuous only improvement through
unceasing R&D efforts & new technologies and accordingly
minimize the quality cost.
.
 Quality mind
The company will encourage each employee’s quality and
accordingly accomplish the error – free quality

 Quality mind creation

The company will create such premium quality value that van lead the
global automatic transmission market .
 NEED FOR THE STUDY:-

The Biggest management challenge in the new millennium of liberalization and

globalization for a business is to serve and maintain good relationship with the king -
the customer. In the past producer took their customer for granted. Because at that time
the customer were not demanding nor had alternative source of supply or suppliers. But
today there is a radical transformation.

The purpose of customer relation is not only for retaining the customer but also
attracting new customer an increasing the sales and also crating and maintence of brand
awareness. it is a system for managing a company’s interaction with ; current and future
customer using technology to organize , automate and synchronize sales marketing ,
customer service , and technical support . Customer perception attitude and view
regarding the products and service along with the suggestions assume greater
importance in the light of new entries and potential competitors this study is an attempt
that direct facilitate the management marketing their future decision in promoting and
creating a good image in the society

 Reduced costs , because the right thinking done (i.e., efficient

operation )
 Increased customer satisfaction , because they are getting exactly
what they want (ie. Meeting and exceeding expectations )
 Growth in number of customer
 Highlighting poor operational processes
 Long term profitability and sustainable illicit
 A satisfied customer in 10 year will bring 100 more customer to
company.
 It costs 7 time more to attract a new customer than to serve an old.
 20% of the company loyal customer account for 80% of its revenue.
(Praetors principle) .
 Milestones
Milestones Of Hyundai Motor India Since 1966 Until Now.

Years
 2016-2019
 2011-2015
 2006-2010
 2001-2005
 1996-2000

Enlarge

2018
Table Type

Year Date Milestone

2018 November 13, 2018 Hyundai’s All New SANTRO received “Best of 2018” Award by Auto X

2018 October 31, 2018 Hyundai Tops in J D Power 2018 India Customer Service Index (Mass market) Stu

2018 October 23, 2018 Hyundai Announces World Premiere of 'The All New SANTRO'.

2018 October 9, 2018 Hyundai Unveils India’s Favorite Family Car ‘The All New SANTRO’

2018s September 14, 2018 Hyundai Introduces Next Gen VERNA Anniversary Edition

2018 August 16, 2018 Hyundai Unveils First Design Renders of India’s Most Awaited Contemporary Fam

2018 July 16, 2018 Hyundai Brilliant Moments – Emotional Recalling Digital Campaign Records Mo

2018 June 27, 2018 Hyundai Celebrates 20 Years Journey with ‘Brilliant Moments
Table Type

Year Date Milestone

2018 June 11, 2018 Hyundai Motor India Rolls out Fastest 8 Millionth Car in 19 Years 6 Months

2018 May 25, 2018 Hyundai introduces 1.2 L Petrol Engine with CVT in The New 2018 ELITE i20

2018 May 21, 2018 Hyundai Launches Most Preferred Perfect SUV - 'The New 2018 CRETA'

2018 February 16, 2018 Hyundai’s Next Gen VERNA received “Car of the Year” & “Sedan of the Year” A

2018 February 13, 2018 Hyundai’s Next Gen VERNA received “Car of the Year” Award by Motorbeam

2018 February 7, 2018 Hyundai’s New 2018 ELITE i20 received “Best Global Debut” award by C&B Au

2018 February 7, 2018 Hyundai’s Next Gen VERNA received “Premium Sedan of the Year 2018” award

2018 February 7, 2018 Hyundai Launches ‘Swatch Can’ Supporting Swatch Bharat Abhiyan

2018 February 7, 2018 Hyundai Announces Blockbuster Launch of ‘The New 2018 ELITE i20’.

2018 February 6, 2018 Hyundai’s Next Gen VERNA received “Sedan of the Year 2018” award by Motor
Table Type

Year Date Milestone

2018 February 6, 2018 Hyundai’s Next Gen VERNA received “Car of the Year 2018” award by Motoring

2018 February 1, 2018 Hyundai’s Next Gen VERNA received “Tetchy sedan of the Year” Award by T3 I

1.

.
 STRENGTH OPPORTUNITIES
Good reputation and trust among the
Market by experts
customer and dealers

Increased customer base

Many Branches and deals

Competent Human Resource

Decline in bank interstates on loans

Well defined policies , rules and

regulations Along with financing service

Better service / customer satisfaction Repaid road widening and extension

Profound goodwill and customer trust

International affiliation
 WEAKNESS THREAT

Centralized decision making

Subjective employee Appraisal System

 Hyundai Sitemap

Find a Car Buy a car Connect To Service

Hyundai Story
 All Vehicle Build & Price Hyundai Service
Hyundai Motor India
 Santo Request a test Drive Warranty Policy
About Hyundai
 Grand i10 Book A Car Maintenance
Media Center
 Grand i10 Noisy Special Offers Road Side Assistance
CSR
 Elite i20 Price Genuine Parts
Exports
 i20 Active Download E-Brochure Service Calculator
Apply For Hyundai Dealership
 Xcent EMI Calculator
Corporate Governance
 Verna Find A Dealer & Website
Careers
 Elektra Institulational Sales
Campaign
 Crete Fled Sales
Technology
 Tucson Hyundai Subscription
 Grand i10 Prime Hyundai Leasing
 Xcent Prime Used Cars
 Venue Reviews
 Venue11 Compare Cars
 Kona Electric Hyundai Sync
Market share of Hyundai Tata motor in number of policies
 About Hyundai Motor India Limited
Hyundai Motor India Lit is A Wholly Owned Subsidiary of the Hyundai Motor
Company in India.
It Is the second largest automobile manufacture in India. Hyundai Motor India Limited
was formed on 6 may 1996 by the Hyundai motor company in South Korea

HMIL’s first car, the Hyundai Santo was launched on 23 September 1998 and was a
runway success. Within a few months of its inception HMIL become the second largest
automobile export in India

HMIL presently markets the 10 models. Sum of them listed below

 Eon
 Grand i10
 Xcent
 Elitc i20
 i 20 Active
 Verna
 Elantra
 CHAPTER – 3

A STUDY OF CUSTOMER RELATIONSHIP

 Customer relationship -:
Many companies are intent on developing stronger bonds with their customer –
called “Customer relationship Management. This is the process of managing detailed
information about individual customer and carefully managing all the customer “ touch
points “ with the aim of maximizing customer loyalty

We can now see the importance of just finding customer, but of keeping and growing
them as well. Relationship marketing is oriented toward long term. Today’s smart
companies not only want to create customer, they want to “own “them for life.

The aim of customer relationship management is to produce high customer equity is

the total of the discounted lifetime value of all of the firms customer equity , rust Zenith
ally and Lemon distinguish three drivers of customer equity ; value equity and
relationship equity .

Customer relationship management (CRM) is system for managing a company

interactio9n with current and future customer. It involves using technology to organize.
Automate and synchronize sales. Marketing. Customer service and technical support
 Type - :

Marketing and Customer Service

CRM systems track and measure marketing campaigns over multiple networks. These
systems can track customer analysis by customer clicks and sales. Places where CRM is
used include call centers, heavily used in social media, direct mail, data storage files,
banks, and customer data queries.

CRM in customer contact Centers

CRM systems are customer relationship management platforms. It is a platform
for progressing the payments and other related query management. Their goal is to
track, record, store in databases, and then data mine the information in a way that
increases customer.

The CRM codifies the interactions between you and your customers, So that you can
maximize sales and profits using analytics, to give the users as much information on
where to focus your marketing, customer service to maximize revenue, and decrease
idle and unproductive contact with your customers. The CRM software is installed in
the contact Centers, and help direct customers to the right agent or self-empowered
knowledge. CRMsoftware can also be used to identify and reward loyal customers over
a period of time.
 CRM in B2B market -:

The modern environment requires one business to interact with another via the web.
According

to a Sweeney Group definition, CRM is “all the tools, technologies and procedures to
manage,

improve, or facilitate sales, support and related interactions with customers, prospects,
and

business partners throughout the enterprise”. It assumes that CRM is involved in every

B2BtransactionDespite the general notion that CRM systems were created for the
customer-centric businesses, they can also be applied to B2B environments to
streamline and improve customer management conditions. B2Cand B2B CRM systems
are not created equally and different CRM software applies to B2B and B2C
conditions. B2B relationships usually have longer maturity times thanB2C
relationships. For the best level of CRM operation in a B2B environment, the software
must be personalized and delivered at individual levels
 FOUR C’S OF CUSTOMER RELATIONSHIP MANAGEMENT

Correlate:
A series of transaction and interaction that make up a dialogue between
customer\channel\end-user and organization.

Combine:
The mapping and management interaction points between a customer\channel\end user
and organization.

Cognize:
The insight gained through capture and analysis of detailed information it to
create continuous learning from the data ware house and knowledge base that
is created, integrated and analyzed.

Connect:
The application of insight to create relevant interaction or communication with
consumers, customers, channels, suppliers and partners that build value relationship
 SWOT ANALYSIS OF THE HYUNDAI CAR

SWOT analysis of the Sanjay Hyundai Company identifies and analyses the main
internal and external factors that will influence the future direction and success of the
organization and its business. It comprises of strengths and weaknesses which are the
“Internal factors”
And opportunities and threats which are the
“External factors”
That affects the organization. Such analysis helps managers in strategic planning
 Defining Customer Life Cycle Stages of CRM

Developing a successful customer relationship management (CRM) strategy requires a

keen understanding of consumers and their purchasing behaviors. These behaviors vary
greatly at the different stages within the customer life cycle. It is important to identify
these various life cycle stages and to understand the needs of the consumer at each
phase. Below is a look at the five main stages with the typical customer life cycle.

1. Reach

This is the initial stage of the customer life cycle. The primary goal at this phase is to
bring awareness to your brand and to entice the consumer to want to learn more about
your goods or services. Ultimately, you want to generate high-quality leads.

You should have a clearly defined brand messaging strategy and use a variety of
marketing techniques, such as social media marketing, banner advertising and content
marketing. It is crucial to analyze the effectiveness of each marketing strategy during
this stage. This analysis will enable you to adjust your marketing strategies if necessary.

2. Acquisition

At this stage, you are able to obtain prospective customer's contact information, such as
email addresses, phone numbers or social media profiles. This signifies that the
consumer is interested in your goods or services but not quite ready to take the leap and
make a sale. This is one of the most critical points in the customer life cycle.

You can now start to foster relationships with the customers through strategic
engagement. Since you now have their contact information; you can focus on targeted
and personalized marketing strategies. Email marketing, sales calls, social media
marketing and content marketing all work well at this stage of the life cycle. Don't
solely focus on making a sale. Instead, focus on building trust and fostering
relationships.
 3. Conversion

This is the phase when you convert a prospective customer into an actual paying
customer. You have been able to convince the consumer that they need your goods or
services to the point that they make a sale. The most important thing to focus on at this
stage is to make sure your customer has a pleasant buyer's experience.

Having customer-friendly processes in place, such as an easy-to-use website, a secure

payment method and an efficient customer service strategy, are vital to enhancing the
buyer's overall experience. This also is the time to analyze the effectiveness of your
marketing techniques up to this point. Determine what strategies are working best to
make this conversion happen and where adjustment may need to take place.

4. Retention

Don't make the mistake of thinking that the customer life cycle stops once the sale is
made. The truth is that you are only halfway to your ultimate goal. It is now time to
continue building on the customer relationships developed during the acquisition stage.
Regular engagement with the consumer will help to keep your brand fresh in their mind
and to encourage repeat purchases. Sales techniques like cross selling, up selling and
loyalty programs are very effective at retaining customers.

5. Advocacy

Creating advocates for your company should always be your ultimate goal. These are
loyal customers who not only make regular purchases but also are willing to promote
your goods or services to others. They will refer their friends and family members to
your business and post positive reviews online. This type of customer loyalty doesn't
happen overnight. You have to develop strong relationships throughout the entire
customer life cycle

Defining the five main stages of the customer life cycle will allow you to create an
effective CRM strategy that attracts, converts and retains customers, as well as
transitions them into advocates for your business. Whether you are focusing on
marketing strategies, customer engagements or sales figures, understanding these five
life cycle stages will help you boost sales while fostering customer relationships.
 The Three Phases of CRM

Customer relationship management plays an integral part in a typical company's

marketing system. CRM is a process of gathering and analyzing customer data,
building precise marketing campaigns and managing relationships for optimized
retention. These activities are performed over the three phases of customer
acquisition, retention and extension or expansion.

1. Customer Acquisition

Acquiring customers has always been the first important step in establishing business
relationships. With CRM, advanced software databases are used to capture key
customer data at the point of first contact. Profile data includes a prospect's name,
address, phone number, email address and sometimes social media accounts. Entering
this data into a computer enables future and ongoing communication access.

The other major benefit of starting a formal relationship with new prospects and
clients is the ability to track their behaviors through data analysis. As many databases
enable analytics, the automated analysis of data through programmed tools.
Salespeople can identify at any point in time, for instance, what percentage of
customers are at each stage of the opportunity pipeline, or sales process. This
knowledge allows for optimized targeting to avoid bottlenecks and to facilitate
relationship-building activities.

2. Customer Retention

The real purpose of gathering data on acquired customers is to improve retention

rates. The typical customer attrition rate for companies is around to article indicates
that some industries experience significantly higher average rates. Effective data
analysis, regular and systematic follow-up communication with contacts, and well-
serviced accounts help you reduce your company's churn rate. Data analysis allows
you to identify the traits of prospects and customers that offer the best lifetime
earning potential as well, which enables greater focus on retaining core customers.
 3.Customer Extension

The customer extension phase of CRM includes activities intended to draw out the
length of typical customer relationships, enabling greater revenue. A simple
perspective is that satisfying a customer during one buying experience increases the
likelihood of a follow-up visit. Over time, delivering quality solutions, following
through on commitments and addressing problems convert a buyer into a loyal
customer. You also can enhance revenue through add-on product selling and cross-
selling, which involves recommending unrelated solutions. Because of the high costs
of customer acquisition, extending relationships with customers already captured is
hugely valuable for a business.
 A CRM plan
At the outset especially, best-practice companies develop their CRM plans in terms of
strategic capabilities rather than strategies per se. This helps to ensure that the company
can adjust to a wide variety of marketplace and industry changes without affecting the
main thrust of the plan. For example, we recently reviewed the plan of an organization
considering what to do with CRM in the wake of the events of September 11. Prior to
our involvement, it was debating the merits of various programs while the key strategic
capability it needed – in this case, developing an ability to listen and respond to
customers in a timely manner – was not identified nor discussed.

Increasingly, best-practice companies base their CRM capability plans not just on
technology but also on developing and focusing organizational capabilities in other
areas such as CRM processes, people and knowledge/insight. Indeed, we have found
that best-practice companies do not first adopt a CRM technology solution and then
build their CRM initiatives around it. Rather, they develop a more balanced approach to
conceiving and implementing CRM strategic capabilities as described in Diagram 1.
There are four main CRM strategic capabilities:
  Technology: the technology that supports CRM.People: the skills, abilities and
attitudes of the people who manage CRM.

 Process: the processes companies use to access and interact with their customers
in the pursuit of new value and mutual satisfaction.
 Knowledge and insight: the approaches the company uses to add value to
customer data so that they acquire the knowledge and insight needed to deepen
the relationships that matter.

Managing and delivering CRM

For most companies, today’s CRM strategies reflect a material shift in historical
marketing and strategy. And, because organizational structure follows business
strategy, CRM impacts organizational design. Two areas have a particular impact on
the structure of companies:

 the amount and nature of customer data and the processes by which value is
added to the data.
 how companies compete, especially for those firms that use CRM to compete on
scope.
 Most companies obviously see solid financial data as important for
management, leadership and control. They have a financial department and a
Chief Financial Officer (CFO) with custodial responsibility for these financial
data, including security and management, and the processes by which value is
added. Increasingly, companies are coming to believe that customer data are as
important as financial data. Some best-practice firms are establishing custodial
responsibility for customer data and value-added processes in the same way that
they secure and manage financial data. This responsibility includes managing
the customer data warehouse and the approaches that add value to customer
data. It can also include mechanisms for providing services from a centralized
department to the lines of business in decentralized companies.
Companies competing on scope change their structure frequently as they begin to sell
what customers want rather than what the firm has made. This leads some companies to
distribute the complementary products or services of others, including customers and
competitors,

sometimes sell their own products and services through others. This can be a marked
departure in strategy for those companies that built their businesses through economies
of scale. Associated with these changes are new roles and responsibilities for an
expanded array of stakeholders and how they interact in the value chain. The challenge
for organizational design is to accommodate these changes without disrupting the
firm’s existing business.

Because the company competing on scope often has fewer but more important
stakeholders, CRM companies are beginning to organize around their stakeholders to
create the value each wants. For example, professional services firms have client-
service teams for their most important clients with representatives of both the firm and
the client on the teams. In another example, a major logistics company has established
customer teams that bring together the various processes by which the company
interacts with its priority customers. Members of the customer teams are drawn from
many areas within the firm, such as marketing, sales, advertising, research, operations
and finance, as well as their counterparts from the customer. In this case, the
management of the customer team falls to sales, which manages all the processes by
which customer value is created – an obviously very different role than the historical
role of the sales department.

Developing a CRM Strategy That Best Fits Your Business.

With the introduction of advanced customer relationship management (CRM),

businesses are finally able to place customers at the forefront. However, the technology
can only do so much. In fact, even though CRM has been shown to increase revenue by
41% per salesperson on average, it is estimated that 43% of businesses that utilize CRM
are failing to use even half of their CRM systems correctly.

In a report for Forrester, analyst William Band surveyed approximately 150 different
companies in an effort to identify problems with their CRM initiatives.
He discovered that 18% of his respondents reported issues directly relating to
inadequate strategies. Without an effective CRM strategy, businesses run the risk of
missing the mark on delivering superior customer value. Here are some tips to help
your business develop a winning CRM strategy.

Set a destination.
More than anything else, your CRM should help your company achieve its goals. As
such, your first step in implementing a CRM strategy is to identify those goals. Once
you know what you are trying to accomplish, your next step is to determine how you
plan on reaching your objectives. Break your goals down into smaller, achievable
objectives, and then map out how and when you plan to complete these steps. This map
should be flexible, allowing for revision along the way.

Start tracking your customers before first contact.

The CRM framework makes it possible for businesses to capture data at every stage of
the customer journey. Despite this, many businesses fail to put their CRM to work until
after the first few steps have been made. Instead, prepare for initial contact with your
lead by using your CRM to catalogue what kind of information your prospective
customer shares across social media channels. This will give you an edge in
understanding what your customer wants, how they expect you to deliver on those
wants, and what they are likely to want in the future.

Evaluate and improve.

Every business has its own unique challenges, and no CRM strategy — no matter how
in-depth — will be able to accurately account for every possible contingency. Accept
this fact, and be willing to reevaluate your approach should it become apparent that
something isn’t working as well as it could be. Remember: Knowing what is ineffective
can often be nearly as valuable as knowing what is effective, so be grateful for every
chance you have to identify weaknesses in your system.
 Sync everything to your CRM.

Every business has its own unique challenges, and no CRM strategy — no matter how
in-depth — will be able to accurately account for every possible contingency. Accept
this fact, and be willing to reevaluate your approach should it become apparent that
something isn’t working as well as it could be. Remember: Knowing what is ineffective
can often be nearly as valuable as knowing what is effective, so be grateful for every
chance you have to identify weaknesses in your system.

When all is said and done, CRM is nothing more than a highly-advanced tool. By itself,

it is incapable of helping your business reach its goals. But when combined with a

detailed-yet-flexible business strategy, CRM can help you place your customer in the

forefront of your business focus. It may take time, effort, and a few trips back to the

drawing board, but if you make it a point to develop the right strategy, you’ll find that

CRM has the potential to perfect your relationships with those who keep you in
business.
.
 UNDERSTAND AND DIFFERENTIATE
We cannot have a relationship with customers unless we understand them what they
value, what types of service are important to them, how and when they like to interact,
and what they want to buy. True understanding is based on a combination of detailed
analysis and interaction. Several activities are important:

 Profiling to understand demographics, purchase patterns and channel

preference.

 Segmentation to identify logical unique groups of customers that tend to look

alike and behave in a similar fashion. While the promise of "one-to-one"
marketing sounds good, weave not seen many organizations that have mastered
the art of treating each customer uniquely. Identification of actionable segments
is a practical place to start.

 Primary research to capture needs and attitudes.

 Customer valuation to understand profitability, as well as lifetime value or
long-
term potential. Value may also be based on the customer's ability or inclination
to refer other profitable customers.

Analysis and research alone, however, are insufficient. To create and foster a
relationship, we have to act on what we learn about customers. Customers need to see
that we are differentiating our service and communications based both on what we've
learned independently and on what they've told us. At the same time, differentiation
should be based on the value customers are expected to deliver.
 DEVELOP AND CUSTOMIZE:-

In the product-oriented world of yesterday, companies developed products and services

and expected customers to buy them. In a customer-focused world, product and channel
development have to follow the customer's lead. Organizations are increasingly

Developing products and services, and even new channels, based on customer needs an
d serviceexpectations.Most organizations today are not able to cost-effectively
customize products for individual customers. However, products, services, channels
and media can be customized based on the needs of quantitative customer segments.
The extent of customization should be based on the potential value delivered by the
customer segment

Interact and Deliver - :

Interaction is also a critical component of a successful CRM initiative. It is important to

remember that interaction doesn't just occur through marketing and sales channels and
media; customers interact in many different ways with many different areas of the
organization including distribution and shipping, customer service and online. To foster
relationships, organizations need to insure that:

All areas of the organization have easy access to relevant, actionable customer
information.

All areas are trained how to use customer information to tailor interactions based on
both customer needs and potential customer value.

With access to information and appropriate training, organizations will be prepared to

steadily increase the value they deliver to customers. Delivering value is a cornerstone
of the relationship. And remember, value is not just based on the price of the product or
the discounts offered. In fact, customer perceptions of value are based on a number of
factors including the quality of products and services, convenience, speed, ease of use,
responsiveness and service excellence
 Acquire and retain:
The more we learn about customers, the easier it is to pinpoint those that are producing
the greatest value for the organization. Those are the customers and customer segments
that we want to clone in our prospecting and acquisition efforts. And, because we
continue to learn about what is valuable to each segment, we'll be much more likely to
score a "win" with the right channel, right media, right product, right offer, right timing
and most relevant message’s
Successful customer retention basically involves getting it "right” on an ongoing basis.
Successful customer retention is based very simply on the organization's ability to
constantly deliver on three principles:

Maintain interaction; never stop listening.

Continue to deliver on the customer definition of value.

Remember that customer change as they move through differing life stage be alert for
change and prepared to modify the service and value proposition as they change .

And so the cycle continues. As you move from one stage to the next, you gain insight
and understanding that enhance your subsequent effort. Your development
Initiative simultaneously become increasingly sophisticated as does your
implementation of CRM process
 Review of customer management relationship

The aims of customer relationship management is the total f the discounted life time
values of all of the firm customer clearly , the more loyal the higher the customer the
higher the customer equity rust zenithal and lemon distinguish three drives of customer
equity value equity brand And relationship equity .

Customer relationship management a comprehensive strategy and process of acquiring ,

retaining and partnering with selective customer to create superior value for the
customer . .

CRM process

The formation process of crm refers to decisions regarding initiation of relation

activities for a firm with respect to a specific group of customer or with respect to an
individual customer with whole the company wishes to engage in a cooperative or
collaborative relationship . Hence it is important that a company a able to identify and
differentiate individual customer . In the information process three important decision
areas relate to defining the purpose of engaging in CRM selecting parties to appropriate
C RM program :m and developing g for the relationship engagement with customer .
 What do people mean when they say CRM?

CRM helps usres focus on their organization relationship with individual people
including customer , service uses , colleagues or suppliers

When people talk about CRM, they might mean any of three things:

CRM as Technology: This is a technology product, often in the cloud, that teams use to
record, report and analyze interactions between the company and users. This is also
called a CRM system or solution.

CRM as a Strategy: This is a business’ philosophy about how relationships with

customers and potential customers should be managed

CRM as a Process: Think of this as a system a business adopts to nurture and manage
those relationships.

What does CRM software do?

CRM software records customer contact information such as email, telephone, website
social media profile, and more. It can also automatically pull in other information, such
as recent news about the company's activity, and it can store details such as a client's
personal preferences on communications.

The CRM system organizes this information to give you a complete record of
individuals and companies, so you can better understand your relationship over time.

CRM software improves customer relationship management by creating a 360° view of

the customer, capturing their interactions with the business, and by surfacing the
information needed to have better conversations with customers.
 Types of CRM:

1. Operational CRM
Operational CRM streamlines the business process that includes Sales automation,
Marketing automation and Service automation. Main purpose of this type of CRM is to
generate leads, convert them into contacts, capture all required details and provide
service throughout customer lifecycle.

Sales Automation:
Sales automation helps an organization to automate sales process. Main purpose of
sales automation is to set standard within organization to acquire new customers and
deal with existing customers. It organizes information in such a way that the business
can meet customers’ needs and increase sales more efficiently and effectively. It
includes various CRM sales modules like lead management, contact management,
Quote-to-Order management, sales forecasting.

Marketing Automation:
Main purpose of marketing automation is to find out the best way to offer products and
approach potential customers. Major module in marketing automation is campaign
management. It enables business to decide effective channel/s (like emails, phone calls,
face to face meeting, ads on social media) to reach up to potentials customers.

Service Automation:
Service automation enables business to retain customers by providing best quality of
service and building strong relationship. It includes issue management to fix customers’
problems, customer call management to handle incoming/outgoing calls, service label
management to monitor quality of service based on key performance indicators.
 2. Analytical CRM
Analytical CRM helps top management, marketing, sales and support personnel to
determine the better way to serve customers. Data analysis is the main function of this
type of CRM application. It analyzes customer data, coming from various touch points,
to get better insights about current status of an organization. It helps top management to
take better decision, marketing executives to understand the campaign effectiveness,
sales executives to increase sales and support personnel to improve quality of support
and build strong customer relationship.

Features of Analytical CRM:

 Gather customer’s information, coming from different channels and analyze data in a
structured way
 Help organization to set business methodology in Sales, Marketing and Support to
improve customer relationship and loyalty
 Improve the CRM system effectiveness and analyze key performance indicators, set by
business

3. Collaborative CRM

Collaborative CRM, sometimes called as Strategic CRM, enables an organization to

share customers’ information among various business units like sales team, marketing
team, technical and support team. For example, feedback from a support team could be
useful for marketing team to approach targeted customers with specific products or
services. In real world, each business unit works as an independent group and rarely
shares customers’ data with other teams that often causes business losses. Collaborative
CRM helps to unite all groups to aim only one goal – use all information to improve the
quality of customer service to gain loyalty and acquire new customers to increase sales.
 The Origins of Customer Relationship Management Strategy

The need for customer relationship management grew out of changes to the buyer-seller
model. This shift away from transactional sales and marketing behaviors, and toward a
customer-centered model started in the 1970s. Relationship marketers refined the model
in the 80s, and in the 90s, technology accelerated changes even further. In the 2000s,
the complexities of the internet, advances in social media technology, and empowered
customer behavior changed the model forever. The result was a shift in perspective
regarding how to address customers as the primary business asset. Customer
relationship management strategy needed to achieve the following:

1. Govern how to satisfy customers beyond developing good products and services
2. Help retain existing customers to maximize efficiencies and reduce the cost of
acquisition
3. Ensure customer satisfaction and a memorable brand experience
4. Improve the overall relationship between the business entity and specific
audiences
 CHAPTER – 4

RESEARCH METHODOLOGY
 RESEARCH METHADOLOGY

Research Methodology is a systematic way of investigation directed to the discovery of

some facts by careful study of a subject, a course of critical and scientific inquiry. It is a
process of arriving at dependable solutions to problems through the planned and
systematic collection, analysis and interpretation of data.

RESEARCH DESIGN

A research design is the arrangement of condition for the collection and analyses of
data in a manner that aims to combine relevance to the research to the research purpose
with economy in procedure. The research design is the conceptual structure within
which research is conducted; it constitutes the blueprint for the collection, measurement
and analyses of data.

 Exploratory research

 An exploratory research is one in which the researcher aims at finding facts

through primary data.
 A very flexible, open- ended process. It doesn’t have to change his focus or
direction, depending on the availability of new ideas and relationship among
variables.

 Descriptive research
It is more rigid than exploratory research and seeks to describe users of a
product, determine the proportion of the population that uses a product, or
predict future demand for a product. As opposed to exploratory research,
descriptive research should define question, people surveyed, and the method
of analysis prior to beginning data collections

Casual research

It seeks to find cause and affect relationships between variables. It accomplishes this
goal through laboratory and field experiments.
In this project Descriptive Research & exploratory research is used which is based
on Secondary data & primary data.

Sources of Data:-

Mainly there are two sources of data. They are the following:

1) PRIMARY DATA: -

In primary data collection, you collect the data yourself using methods such as
interviews and questionnaires. The key point here is that the data you collect is unique
to you and your research and, until you publish, no one else has access to it. There are
many methods of collecting primary data and the main methods include:

 questionnaires

 interviews

 focus group interviews

 observation

 case-studies

2) SECONDARY DATA:

Secondary data is the data that have been already collected by and readily available
from other sources. Such data are cheaper and more quickly obtainable than the
primary data and also may be available when primary data cannot be obtained at all.
These are collected through different ways i.e. Internet, Newspaper etc.

 Internet
 Books
 Newspaper
 Sales report
 internet
The Internet, sometimes called simply "the Net," is a worldwide system of computer
networks - a network of networks in which users at any one computer can, if they have
permission, get information from any other computer.

The source of data used in this project was the primary source as well as secondary
source of data. As the objective of the research project is to understand what good
quality work life means to employees and how it affects the companies.

SAMPLING TECHNIQUE
The sampling technique that adapted to conduct the survey was ‘Random Sampling’
and the
Area of the research was concentrated in the city of Pane. The survey was conducted by
interacting with Hyundai owners at Hyundai service centers.
Sample units:
The sampling units for the study include the owner of the Hyundai cars.
Sample size:
The sample or the size included for conducting the study is 50 customers of Hyundai

The summary of the methodology are started below:-

Areas Pun
Source of information Primary and second data
Data collected method Structured Questionnaire ‘s
Type of question used Multiple choice
Target Owner of Hyundai vehicles
Sample Method Random sampling
Sample size 65 cars users which 50 Hyundai car owner
 CHAPTER – 5

DATA ANALYSIS:
Question -1 Do you own a Hyundai car .?

Table 1: Following table showing the number of people who possessed a car.

Processing a car In number In percentage

Yes 40 80

No 10 20

Total 50 100

Chart 1: Following chart showing the number of people who possessed car.

people processing car

No
20%

Yes
80%

Analysis:
Out of the 20% respondents 80 % of them possessed a car.

Interpretation: majority of the respondent i.e. of them were the owner of the car
.
Question – 2 How did you come to know about Hyundai ultimate Automobile Ltd
Pvt .
Table 2 . Following table showing the sources of awareness:

Awareness In number In percentage

Newspaper 8 20

Magazine 6 15

Friends 16 40

Social media 2 5

Other 8 20

Total 40 100

Chart showing the sources of awareness:

sourse of awareness

Friends Social media

40% 5%

Other
25% Other
20%
Magazine
15%
Newspaper
20%

Interpretation: Majority of the respondent’s friends 40% awareness for the

customer as compare to other source.
 Question 3 . Are you satisfied with the ambience of the company?

Table showing the Ambience of the company:

Ambience In number In percentage

Very satisfied 26 65

Satisfied 8 20

Neutral 4 10

Not satisfied 2 65

Total 40 100

Chart showing the ambience of the company:

Ambience of the company

Not satisfied
Neutral
5%
10%

Satisfied
20%
Very satisfied
65%

Interpretation: majority of the respondent stated the ambience of the showroom is

“excellent “as stated by 65 % of the customer which is a good indicator for the
showroom.
 Question . 4. What do you felt about the time by the receptionist of the company in
answering your call ?

Table 4: chart showing the time taken by receptionist in answering a customer call.

Time taken In number rs In percentage

Very quick 6 15
Quick 8 20
Reasonable 22 55
Delayed 4 10
Total 40 100

Chart .4 charts showing the time taken by receptionist in attending a customer call.

time taken in answering customer call

Delayed Very quick

10% 15%
Quick
20%

Reasonable
55%

Interpretation : majority of staff response is found to be respondent

55% treasonable in which mostly customer got solutions for their quarries .
Question 5.what do you feel about the staff responsiveness when you enter
the company?

Table 5. Table showing the staff responsiveness when the customer enter
the company

Staff response In number In percentage

Spontaneous 30 75

Lethargic 10 25

Total 40 100

Chart 5. Chart showing the company staff responsiveness when customer enter the
company

staff Responsiveness

25%

75%

Interpretation: time taken to provide the service required by the customer is

considered as “reasonable “by the most of the respondent (i.e. 75% ).
 Question .6. what do you find the sales executives performance ?

Table 6: Following table showing the sales executive performance:

Explanation In numbers In percentage

Convincing 8 20

Satisfactory 20 50

Not Satisfactory 12 30

Total 40 100

Chart .6: Following chart showing the sales executive performance:

sales Executive performance

Convincing Satisfactory Not Satisfactory

20%
30%

50%

Interpretation : Majority of the respondent i.e. 50% found the sales executive don’t
explain the entire feature unless asked by the customer.
Question. 7. What do you feel about procedure involving the delivery of the vehicle ?

Table 7 : Following table show procedure involving delivery of the vehicle :

Procedure of Delivery of In number In percentage

car

Quick 20 50

On Time 14 35

Delayed 6 15

Total 40 100

Chart 7: chart show procedure involving delivery of the vehicle:

Procedre of Delivery of car

15%

Quick
50%
On Time
Delayed
35%

Interpretation:-

Time taken to provide the service required by the customer I considered as by the
respondent i.e. 50%.
 Question .8 Are all the launched colors of the car available on the outlet ?

Availability In number In percentage

Adequate 22 55

Inadequate 18 45

Total 40 100

Chart .8. Following chart showing the availability of color of cars at outlet :

Availability of color of car

45%

55%

Interpretation: majority of the delivery of the vehicle in 35% to procedure

involving of the vehicle .
Question.9. How do you find the process involved in providing the financial facilities
by company ?

Table 9: Table showing the opinion of the customer about the process involved in
providing financial facilities :

Process of financial In numbers In percentage

Facilities

Very simple 00 00

Simple 2 5

Modurate 14 35

Complex 20 35

Very complex 4 50

Total 40 100

process invoveled in providing Finacial Facalities

0%
10% 5%

35% Very simple

Simple
Modurate
50%
Complex
Very complex

Interpretation: Majority of opinion of the customer about the percentage of 100%

involved in providing for financial facilities .
Question 10. Have you felt any inconvenience after leaving yours car for service with
the dealer?

Table 10. Following table showing any inconvenience felt by the customer after
leaving their car for service:

Inconvenience In number In percentage

Never 28 70

Sometimes 12 30

Always 00 00

Total 40 100

Chart 10. Following chart showing any in convenience felt by the customer after
leaving their car for service

Inconvenience felt by customer

0%

30%

Never
Sometimes
70%
Always

. Interpretation: Majority of the respondent i.e. 30% considered the inconvenience

felt by the customer after leaving their car for service .
CHAPTER – 6
FINDING
 From the responses of customer the finding can be listed as .

1. It has been found that majority of the respondents owned car .

2. It has been founded that friends play an major role in awareness for the
customer as compare to other source such as – newspaper , magazines and
social media .
3. Mostly respondents stated that they were very much satisfied with the ambience
of the company .

4. Time taken by receptionist in answering the call of the customer was

reasonable as per the respondent , in which mostly customer got solutions for
their quarries .

5. 5.. Majority of the customer felt spontaneous responsiveness of the staff of the
company whenever they enter in the company .

6. ,Majority of the respondent were satisfied with the performance of the sales
executive of the company .

7. There is somewhere neutral response about the availability all of the colors of
the car at the outlet as per the respondents .
8. The procedure of the delivery of the vehicle to the customer is quick and
sometimes it is on specified time.
9. Majority of the customer felt that company process of providing financial
facility is complex, which is negative thing of the customer .
10. Majority of the customer never felt any kinds of inconvenience after leaving
their car with company for service .
CHAPTER 7

CONCLUSION
 CONCLUSSION

On the basis of simple random sampling the total sample size attended was 65 customer
in Which 50 respondent were who owned Hyundai vehicles The data analysis was done
with Help of techniques such as questioner and different survey method. The
proceeding of this Study was done by a survey, which is an approprovide tool the
maintain the level of Customer relationship .A structured questionnaire was develop in
the process the tools help In analyzing information or result which projected certain
finding and Recommendation From the research, serial issue are found which needs to
b emphasized For Hyundai was greater success marketing strategy adapted by the
organization in attracting Huge customer what have been noticed after interviewing
around customer the almost 75% of customer was happy and satisfied by the work of
Hyundai. this show that the Showroom and all the service departments are most popular
among the customer and they Are doing the great job based on the finding of the study
it is suggested that Hyundai should Do frequent market research on the basis of
structured questionnaire to existing market situation and carry out the corrective
measure or improve a needed for sales promotion Hyundai company should frequently
improve in this complains handling system of customer To give more positive feedback
aboutthe product and service the management must be able To collect and document
complaint and use that information to identify dissatisfull customer Finally lack of
stable government no clear government rules and regulation heavy custom duties and
taxes imposed on vehicle import . acute / heightened competition in the sector Are
some of the areas where the governments focus to improve and make the business More
lucrative.
RECOMMENDATIONS:-
 RECOMMENDATIONS:-

An attend has been made to suggest to the CRM department of the showroom few
measure These recommendations have been made within the preview data available

1. The staff should be trend one regular basis such that customer find them very
co-operative
2. The time taken in attending the customer calls need to be minimum effective
and less time consumptions are the important factor .which determine customer
relationship management
3. The sales executive should be trend to convince the potential buyer because the
performance on the job has great impact on CRM
4. The process involved in providing financial facilities need to be simple as
much of the responded state it to be complex and time consume
5. After sales service more customize, tool free facility should be introduce which
help the customer to define their problem, If possible mobile unit can be
maintained to that customer need not have to bring car to the showroom in case
of any problem,
6. These days most of the people which to have some graphics over their car,
these may be mix of color shades, some additional components etc, showroom
may right to try to provide these kinds of customized solution not recurring the
customer to go at some other place.
7. Most people buy car which to have to fancy they spend considerable amount to
gate these fancy number showroom may work in these accept and gate into
agreements with the registration office to provide
8. More EMI seamed can be introduce customer find to be more convenient in
paying a EMI .
9. A call to the customer as per the schedule of service to no the working of car so
that prompt service can be provide in case of need
10. Extra of the customer referring to his friends and relative
11. Maintaining the high level of customer convincing
12. Introduce the online booking fatalities for customer to service their cars.
 CHAPTER – 8

LIMITATION OF STUDY
 Limitation of study

1 Time constraint is unavoidable limitation of my study.

2. Financial problem is also there in completing this project in a proper way.

3. As no work has been done earlier in this regard so scarcity of secondary data is also
there.

4. Inadequate disclosure of information is also the problem.

Chapter – 9

Suggestion
 Aggressive Ad campaign :

Hyundai should put a few hoarding in difference areas in Bokaro and also advertise
effectively in local cable channel.

Educating the customer:

Hyundai should educate the customer about the maintained of the vehicle.

Attractive scheme :

Give few attractive scheme all the time of after sales service Like giving quick service
charging them reasonable .

Personal touch with the customer :

Asking the customer to come regularly for servicing even after the warranty period .
Bibliography :
 BIBILOGRAPHY

1. Indian management
2. Principle of marketing
3. Marketing management
 Philip Kotler
4. Marketing research
G.C Beri

5. Customer relationship management

- William G. zikmund
- Raymond mc. Leod. JR.
- Faye w. Gilbert
6. TATA Mc. Graw Hill, Marketing Management
- Rajan Saxena

7. Customer relationship management

- Jagdish sheth
- Atulparvatiya

Web sites –

www.Hyundai.com

www.worldwide.hyundai.com
Appendices
 1. Do you own a car ? Yes/No

I. If yes, please specify

………………………………………

2. How Did you come to know about Hyundai company?

(i) Newspaper (iii) other specify

………………

Advertisement (IV) Website

(ii) Social media (v). Friend

3. How do you find the ambience of this showroom?

(i) Excellent
(ii) Very good
(iii) Responsive
(iv) Non – co-operative
(v) Highly non –co-operative

4. How do you feel the staff responsiveness when you enter the showroom?

(i) Very co-operative

(ii) Co-operative
(iii) Responsive
(iv) Non co- operative

5. What do you feel about the time taken by the receptionist of this service
center intending your cal?
(i) Very quick (iii) very much delay
(ii) Quick (iv) Delay
 6. How do you find the process involved in providing the financial facilities by
showroom?
(i) Very simple
(ii) Simple
(iii) Moderate
(iv) Complex
(v) Very complex

7.How do you find the availability of choice of car colors in tnis showroom?

(i) Wide range

(ii) Limited
(iii) Very few

8. How do you rate after service of this showroom?

(i) Excellent
(ii) Good
(iii) Satisfactory
(iv) Poor
(v) Very poor

9. How is yours overall experience with this showroom?

(i) Excellent
(ii) Good
(iii) satisfactory

10. Will you suggest this showroom to your friend /relative?

(i) Yes
(ii) No