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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
within
the
system.
Customer
relationship
than
just
technology.
as being a methodology,
an approach that a
aspect
of
CRM
deals
with
communication
between
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
BheemiReddy Institute of Management Science, Adoni.
or
service
but
understanding
and
managing
consumer
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:
Exploratory:
Researcher
has
selected
youngsters,
businessmen,
and
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:
3. 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 balance
Research instrument
A well-structured questionnaire
Sample size
: 100
Sampling procedure
: random sampling
Sampling unit
Business
man,
self
employees,
teachers and
Students
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
BheemiReddy Institute of Management Science, Adoni.
company
finally
changed
its
name
from
the
Hendee
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
demand
for
personal
transport,
inefficiency
in
the
public
COMPANY PROFILE
The 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
BheemiReddy Institute of Management Science, Adoni.
The world's 4th largest two- and three-wheeler company live their
brand by its values of Innovation, Perfection, and Speed. They are
builds
quality, Quality
builds
are
committed
for
continual
improvement
of
safety,
that
addresses
significant
safety,
occupational
health
&
performance
and
compliance
with
all
applicable
HISTORY OF CRM
Customer 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
basis.
In the last few years, a number of
They
needed
to
know
what
their
customer
and
did
the
what
with
products
they
purchased.
The 1990s saw the introduction of a number of advances in
this
system.
relationship
It
was
during
management
this
was
time
that
introduced.
term
Customer
Unlike
previous
The goal is to
is
an
acronym
that
stands
for
Customer
Relationship
information.
Customers
stay
longer,
buy
more,
contact
for
their
CRM, therefore,
with
identifying
customer
and
maintaining
all
the
approach
in
maintaining
and
creating
relationships
with
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
BheemiReddy Institute of Management Science, Adoni.
team
is
responsible
for
regularly
capturing
key
customer
24*7*365
Faster response
Predictive dialing
accomplish
their
objective:
customers
contact
service
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.
Unstable responsiveness.
Talking to a machine.
Unnecessary costs.
of
100
respondents
who
were
administered
with
questionnaire which contain the personal data their views about the
recruitment process and procedure.
No. of
S. No
Item
Yes
84
84
No
16
16
100
100
Total
Respondents
Table-1
Source:
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.
Chart-1
No. of
S. No
Item
Yes
57
57
No
43
43
100
100
Total
Respondents
Table-2
Source:
Data collected from the respondents through a structured
questionnaire.
Inference:
Of all the 100 respondents 57% respondents towards yes and
43% respondents no.
Chart-2
S. No
Item
1
2
No of
Respondents
Yes
51
51
No
49
49
100
100
Total
Table-3
Source:
Chart-3
S. No
Item
1
2
No of
Respondents
Yes
54
54
No
46
46
100
100
Total
Table-4
Source:
Chart-4
S. No
Item
1
2
Total
No of
Respondents
Yes
51
51
No
49
49
100
100
Table-5
Source:
Data collected from the respondents through a structured
questionnaire.
Inference:
The above Chart informed that of all above 100 respondents,
51% respondents towards yes and 49% belongs to No.
Chart-5
6.
S. No
No of
Item
1
2
Respondents
Yes
63
63
No
37
37
100
100
Total
Table-6
Source:
6.
Does
the
retailer
support
desk
identifies
the
retailers
Chart-6
S. No
Item
1
2
No of
Respondents
Yes
34
34
No
66
66
100
100
Total
Table-7
Source:
Data collected from the respondents through a structured
questionnaire.
Inference:
The above Chart informed that of all above 100 respondents 34%
respondents yes and 66% respondents no.
Chart-7
S. No
Item
1
2
No of
Respondents
Yes
70
70
No
30
30
100
100
Total
Table-8
Source:
Chart-8
S. No
Item
1
2
No of
Respondents
Yes
55
55
No
45
45
100
100
Total
Table-9
Source:
Chart-9
Are
you
satisfied
with
the
retailer
grievance
handling
S. No
Item
1
2
No of
Respondents
Yes
71
71
No
29
29
100
100
Total
Table-10
Source:
Are
you
satisfied
with
the
retailer
grievance
Chart-10
handling
S. No
Item
1
2
No of
Respondents
Yes
60
60
No
40
40
100
100
Total
Table-11
Source:
Chart-11
motors.
S. No
Item
1
2
No of
Respondents
Yes
74
74
No
26
26
100
100
Total
Table-12
Source:
motors.
Chart-12
S. No
No of
Item
1
2
Respondents
Yes
62
62
No
38
38
100
100
Total
Table-13
Source:
Data collected from the respondents through a structured
questionnaire.
Inference:
The above Chart informed that of all above 100 respondents, 62%
respondents towards yes and 38% belongs to No.
Chart-13
S. No
Item
1
2
Total
No of
Respondents
Yes
74
74
No
36
36
100
100
Table-14
Source:
Data collected from the respondents through a structured
questionnaire.
Inference:
The above Chart informed that of all above 100 respondents, 74%
respondents towards yes and 36% belongs to No.
Chart-14
S. No
Item
1
2
No
of
Respondents
Yes
38
38
No
62
62
100
100
Total
Table-15
Source:
Data collected from the respondents through a structured
questionnaire.
Inference:
The above Chart informed that of all above 100 respondents, 38%
respondents towards yes and 62% belongs to No.
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. No
Item
1
2
No of
Respondents
Yes
48
48
No
52
52
100
100
Total
Table-16
Source:
Chart-16
17.
S. No
No of
Item
1
2
Respondents
Yes
54
54
No
46
46
100
100
Total
Table-17
Source:
Data collected from the respondents through a structured
questionnaire.
Inference:
The above Chart informed that of all above 100 respondents, 54%
respondents towards yes and 46% belongs to No.
Chart-17
S. No
No of
Item
1
2
Respondents
Yes
74
74
No
26
26
100
100
Total
Table-18
Source:
Chart-18
19.
Did
you
feel
comfortable
working
representative?
with
their
rep
S. No
Item
1
2
No of
Respondents
Yes
62
62
No
38
38
100
100
Total
Table-19
Source:
Did
you
feel
comfortable
working
with
representative?
Chart-19
their
rep
20.
How
do
you
feel
the
overall
customer
relationship
S. No
Item
1
2
3
4
Excellent
Good
Fair
Poor
Total
No of
Respondents
21
45
22
12
100
%
21
45
22
12
100
Table-20
Source:
Data collected from the respondents through a structured
questionnaire.
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.
How
do
you
feel
the
overall
customer
relationship
Chart-20
FINDINGS
BheemiReddy Institute of Management Science, Adoni.
SUGGESTIONS
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
CONCLUSION
The 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.