Corporate mapping and customer relationship management of Renault

1. SUBMITTED BY : ANSARI AHMED (116)
CORPORATE MAPPING AND CUSTOMER RELATIONSHIP MANAGEMENT
OF
RENAULT INDIA PVT LTD
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2. COMPANY PROFILE
Groupe 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 Ghosn
CEO of Renault & CEO of NISSAN 2016
Renault is known for its role in motor sport,
particularly rallying, Formula 1 and Formula E

3. 3
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 SAWHNEY
CEO OF RENAULT INDIA PVT LTD

4. RENAULT INDIA PVT LTD PRODUCT
SCALA FLUENCE KOLEOS
LODGYDUSTER KWIDPULSE
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5. 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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6. 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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7. ON THE JOB TRAINING
PROFILES
WORKED IN AS
SALES
CONSULTANT
CRM
EXECUTIVE
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8. 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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9. 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 ACCESSORIES 9

10. 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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11. TARGETS ACHIEVED
TARGET
ASSIGNED
(AVERAGE)
PROFILES
WORKED 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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12. TECHNICAL AND SOFT SKILLS ACCQUIRED
COMMUNICATION
FLEXIBILITY
TIME MANAGEMENT
CONFIDENCE
INFORMATION MANAGEMENT
RESEARCH AND PLANNING
PROBLEM SOLVING
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13. PROBLEMS IDENTIFIEDWAITING
PERIOD
STRONG
COMPETITORS
SOCIALMEDIA
REVIEW
LACKOFMANY
SERVICE
CENTERS
MANAGEMENT
ANDCUSTOMER
SERVICE
LACKOF
FAMILIARITYAND
RELIABILITYIN
INDIANMARKET
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14. 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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15. SOURCES OF LEARNINGS
PAST RECORDS
OF COMPANY
CUSTOMER
RELATIONSHIP
CONNECT WITH
SALES
PERSONNEL
REVIEWS
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16. FUTURE SCOPE OF IMPROVEMENT
MAXIMIZATION OF REVENUE SOURCES
COST REDUCTION
FREE CASH FLOW MANAGEMENT
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17. RECOMMENDATIONS
SUCCESS
MONITORING
THE
ENVIROMENT
RESEARCH &
DEVELOPMENT
COST
CUTTING
SIEZE
OPPORTUNITY
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18. 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 image
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19. 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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