15-06-2013, 03:47 PM
A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES FOLLOWED IN SUNDARAM HONDA, COIMBATORE
A STUDY ON CUSTOMER.docx (Size: 28.96 KB / Downloads: 33)
ABSTRACT
The report is the outcome of the study conducted on the topic “customer relationship management practices followed in Sundaram Honda, COIMBATORE. This study is carried out for a period of 2 months. The study is to find out the existing CRM practices followed in the organisation and to analyse the expectation of the customers for better CRM. An attempt has been made to find out whether the customers are satisfied with the service provided by the dealer and responsiveness of the service personnel in the company. And the study also made an attempt to study the factors influencing the CRM practices followed in the company. The opinion gathered through questionnaire and were classified and interpreted meaningfully. The sampling technique which is used in the study is convenience sampling method. The data collected for the study has included both primary and secondary data. Some of the major findings of the study are the dealer offer special preference for their existing customers, all the respondents are interested to continue their relationship with the dealer till they use Honda cars and most of the respondents are interested in suggesting their friends and relatives to prefer Sundaram Honda. It is also recommended to the company to provide training to the service personnel to maintain good relationship with customers, the company should have all the equipments for servicing their customer’s vehicle and the customers shall be given proper guidance and suggestions all the time to keep their vehicle in a better condition.