By:-Rahul AnejaSachin KumarShantanu BhattacharyaShobhit Agarawal

AgendaAbout the company.Existing CRM model, An E-CRM approach.

Services.Customer.

Experience as a customer.Stations of Experience.A mail From Customer Forum.Recommendations.

About the companyFounded in 1945.It is India's second largest two wheeler

manufacturer[1] and the world's 4th largest two- and three-wheeler maker.

The Forbes Global 2000 list for the year 2005 ranked Bajaj Auto at 1946.

The company is headed by Rahul Bajaj who is worth more than US$1.5 billion.

An Existing E-CRM model of Bajaj

CUSTOMER CARE

E-CRM

SERVICES

SERVICES

Troubleshooting

Maintenance Charts

Service STN Locator

Bajaj Genuine Parts

Troubleshooting

Possible problems

Sol

utio

ns

Online Maintenance chart

Online service center locator

Bajaj genuine part

Customer Care

Customer request form

Experience as a customer

Experience as a customer.Meeting the sales man.Option for cash payment or loan.Requirement of colour.Call intimation.Delivery.After sales service.

Station of experience

Stations of Experience

A Customer mail through forum.To,The Customer Care, Bajaj Auto Ltd.Date: 21st June, 2008.Sub: Spare parts for Kawasaki Bajaj Eliminator.Dear Sir, This is with the reference to two wheeler Kawasaki Bajaj Eliminator which we

have bought in the year 2005. Considering the market share of Bajaj in two wheeler we opted for Eliminator though it was in collaboration with Kawasaki.

But unfortunately it was always the problem of availability of spare parts with the companies authorized workshop so we had pay almost more than double the price to procure from local dealers.

Now this is really absurd at times even some small parts as Head screw is not available and even Bajaj Avenger parts cannot be used due to incompatibility.

So I request your kind self to kindly guide us from where to get genuine spare parts for Eliminator at realistic price.

Thanks, With warm regards,Ahzaz PatelB-14, Firdaus Apartments, 24, Veer Savarkar Marg, 5th Floor, Mahim, Mumbai 400 016.Mobile : 09322246896email: ahzaz@gtindia.net

Recommendations

Focus on the service centers.Speed-up the process for documentation, if

not possible then improve the ambience.Increase the spare part availability.Follow-up customer periodically.Post sales analysis.Improve 24X7 Customer call center.