CRM PRACTICES IN AUTOMOBILE INDUSTRY WITH SPECIAL REFERENCE TO HERO MOTOCORP

Abstract

Indian automobile industry is the fastest growing industry. Since the government has increased the Foreign Direct Investment in this sector and declined the licensing it has boomed in India as many a foreign layers has entered India since then. This has not only bring the foreign investment into India but also brought into the latest advancements and technologies in the automobile and automotive industry. The Indian economy is at continuous growing and income & sending of people has improved. So there is a good market for the automobile companies as this product has emerged as a necessity for the people of India. NHAI (National Highway Authority of India) and the municipal and state road corporations has also contributed a lot to this. The study is about the Customer Relationship Management and the various practices of the automobile industry to gain and retain their customers in this arena of high competition. This study is to show the clear picture of the various CRM practices in the automobile industry by taking Hero MOTOCORP. as a reference and studying its CRM practices and the various customer centric programmes launched by Hero MOTOCORP. for it’s customer welfare and how it is being applied by the employees of the respective organization to initiate, build and maintain a long term relationshi with the customers to get organization and brand loyalty and create furthermore reselling & repurchasing of the two whelers of the same brand to get potential new customers and thereby accomplishing the overall objective of organizations. With this studying the consumer behaviour has also been the basic need of the companies so that a pro active action can be taken to improve faults within if any and aly the various recommendations to achieve the target of becoming the major player in the market. With the fast changing environment, “Management” becomes an exciting, thought rovoking as well as an intriguing task, exciting became the professionally qualified and component managers are expected to convert threats into opportunities bring order and stability out of chaos and remove darkness that may loom large in the horizon. Though provoking as it provides food for thought to the managers to build strategic action plans in shaping the economic destiny of an enterrise and the society at large.