SUBMITTED BY : ANSARI AHMED (116)

CORPORATE MAPPING AND CUSTOMER RELATIONSHIP MANAGEMENT

OF

RENAULT INDIA PVT LTD

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COMPANY PROFILEGroupe Renault

RENAULTIs a French multinational automobile manufacturer established in 1899 Founded by Louis Renault, Marcel Renault, Fernand Renault

The company produces a range of cars and vans, and in the past has manufactured trucks, tractors, tanks, buses/coaches and auto rail vehicles.

The Renault–Nissan Alliance is the fourth-largest automotive group

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Carlos GhosnCEO of Renault & CEO of NISSAN 2016

Renault is known for its role in motor sport, particularly rallying, Formula 1 and Formula E

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Renault India Pvt Ltd

Is a wholly owned subsidiary of Renault S.A., France founded in

2005 and currently offers seven models in the Indian market:

The premium sedans Scala and the Fluence / The luxury SUV

Koleos, the SUV Duster

The compact MPV Lodgy / The premium compact car, Pulse and

the latest budget car, KWID.

Renault India also exports the Duster to a growing number of

right-hand drive markets.

Manufacturing facility located in Oragadam, Chennai with a capacity of

480,000 units pa with 3 shifts per day.

Competes with established players in India – Maruti Suzuki / Hyundai/

Mahindra

Key areas of focus :

Expand its network and achieve right value for the right price

across the price segments

Achieve product localization in Kwid to effectively compete in

Indian conditions

SUMIT SAWHNEYCEO OF RENAULT INDIA PVT LTD

RENAULT INDIA PVT LTD PRODUCT

SCALA FLUENCE KOLEOS

LODGYDUSTER KWIDPULSE

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INTRODUCTION

• CORPORATE MAPPING & CUSTOMER RELATIONSHIP MANAGEMENT

• The internship focused on the above areas

• Aim was to understand the working of the automobile industry with specific focus on customer behavior and the acceptability of Renault models

• An attempt to deep drive into the nuances of customer relationship & highlight the weak links which is an impediment to sustained customer orders & thereby customer relationship and growth

• A review of the softer aspects of timely customer connect & adequate communication channels

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OBJECTIVE OF STUDY

• To understand the actual working of the business processes and in depth study of automobile industry and its perks

• To understand the importance of managing relations with existing customers and retaining them, as well as attracting new customers to constantly expand consumer base and market share.

• To come in terms with the actuality of businesses and practical working of internal departments and their coordination and functioning.

• To understand the difficulties that may be faced in day to day operations.

• To understand the importance of decision making and communication.

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ON THE JOB TRAINING

PROFILES WORKED IN AS

SALES CONSULTANT

CRM EXECUTIVE

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NATURE OF WORK DONE• Responsible for obtaining profitable results through the sales team by assisting the

team

• Manage the sales administration and customer relationship

• Responsible for the completion of tasks as per specified time to accomplish specific objectives.

• Responsible for dealing with on floor sales of product and accessories and personally observe the flow of customers and sales executives on the floor.

• Responsible for follow up of customer feedback, review, solving query of customer, assisting customer with company process

• Responsible for preparing report of customer data base and necessary information about the customer

• Collecting information and seeking more and more knowledge about the varied products of the company

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TARGET ASSIGNED• FIXING APPOINTMENTS WITH POTENTIAL CUSTOMERS AND GETTING TENTATIVE DATES AND

AVAILABILITY

• GOING ON CORPORATE VISITS AND MAKING CUSTOMERS AND CORPORATE UNDERSTAND THE VARIOUS FEATURES OF OUR PRODUCTS AND ACCESSORIES, NEW DEVELOPMENTS IN THE PRODUCTS, PRICING, OFFERS, VALUATION ETC

• WOULD BE ASSIGNED TO OTHER PROJECTS AS DIRECTED BY TEAM LEADER

• MAKING FEEDBACK CALLS TO CUSTOMERS, GETTING THEIR REVIEWS, SUGGESTIONS, COMPLAINTS

• TAKING CALLS FOR ENQUIRY AND COMPLAINTS

• CREATING LEADS FOR CUSTOMERS TO BUY CARS AND ACCESSORIES9

TARGETS ACHIEVED

CAR NO OF LEADS GENERATED

KWID 54

DUSTER 158

LODGY 27

PULSE 12

CAR DEKHO SITE 265

TOTAL 516

TABLE 1 :

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TARGETS ACHIEVED

TARGET ASSIGNED(AVERAGE)

PROFILESWORKED ON

TARGET ACHIEVED

DURATION

250 CALLS PER DAY SALES CONSULTANT 100% 60 DAYS

250 CALLS PER DAY CRM 100% 60 DAYS

TABLE 2 :

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TECHNICAL AND SOFT SKILLS ACCQUIRED

COMMUNICATION

FLEXIBILITY

TIME MANAGEMENT

CONFIDENCE

INFORMATION MANAGEMENT

RESEARCH AND PLANNING

PROBLEM SOLVING12

PROBLEMS IDENTIFIEDW

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PROBABLE SOLUTIONS

PROP UP PRODUCTION CAPACITY AND STAY CONNECTED WITH CUSTOMERS

EMBARK WIDE RANGE OF PRODUCT DIFFERENTIATION

CREATE ATTENTION IN THE MEDIA

FOCUS ON AFTER SALE SERVICES AND CUSTOMER BONDING

PROACTIVE RESPONSIVENESS BY PERSONNEL TO CUSTOMER COMPLAINTS

CUSTOMER CONNECT, VIGOROUS DISTRIBUTORSHIP AND USE OF SOCIAL MEDIA

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SOURCES OF LEARNINGS

PAST RECORDS OF COMPANY

CUSTOMER RELATIONSHIP

CONNECT WITH SALES

PERSONNEL

REVIEWS

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FUTURE SCOPE OF IMPROVEMENT

MAXIMIZATION OF REVENUE SOURCES

COST REDUCTION

FREE CASH FLOW MANAGEMENT

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RECOMMENDATIONS

SUCCESS

MONITORING THE

ENVIROMENT

RESEARCH & DEVELOPMENT

COST CUTTING

SIEZE OPPORTUNITY

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LEARNINGS

Better understanding of business processes

Insights into customer centricity

Nuances about customer behavior

Fundamentals of commercial negotiations

Focus on after sale services

Expanding customer base

Importance of store design and layout

Upholding brand image18

CONCLUSION• Renault has been trying to make its inroads into the highly

competitive Indian automobile market

• It has its presence across segments but needs product differentiation and intense customer connect

• Improving delivery lead time & a robust after sales strategy are key for the sustenance and growth of Renault in India

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