“Marketing research and Customer

Relationship Management”
A SUMMER PROJECT SUBMITTED

IN PARTIAL FULFILMENT OF TWO YEAR FULL TIME

POST GRADUTE DIPLOMA IN BUSINESS MANAGEMENT

TO

GURU NANAK INSTITUTE OF MANAGEMENT STUDIES

BY

SHWETA SINGH

_________________________________________________

GURU NANAK INSTITUTE OF MANAGEMENT STUDIES

MATUNGA, MUMBAI 400 019.

(2009-2011)

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 _______________________________________

ACKNOWLEDGEMENT
It gives me great pleasure to acknowledge the people who have helped me in every
aspect during this project.

First and foremost, I would like to express my sincere Gratitude towards Mr. Harpreet
Singh Banga Director of Indiana advertising , who gave me the opportunity to undertake
my summer project at Indiana advertising.

I would also like to express my sincere Gratitude towards Mr. Harpreet Singh
Banga(Director) for donating his Time and Knowledge for the subject. I appreciate his
helpful suggestions and perceptive comments, which has enhanced the inputs of my
project. I am highly obliged for the educational expertise provided by him.

Finally I would like to thank all those who helped me directly or indirectly in this project.

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 DECLARATION
I, Ms SHWETA SINGH of PGDM (SUMMER PROJECT) of GURU NANAK
INSTITUTE OF MANAGEMENT STUDIES , hereby declare that I have successfully
completed this project on “MARKETING RESEARCH AND CUSTOMER
RELATIONSHIP MANAGEMENT” in the academic year 2009-2011. The
information incorporated in this project is true and original to the best of my knowledge.

Signature of the Candidate

(Ms. SHWETA SINGH)

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 TABLE OF CONTENT

Serial no CONTENTS Page no

1. Definition of CRM 6-7

2. Objectives of CRM 8-9

3. Implementing CRM 10

4. Benefits of CRM 11 - 12

5. Drawbacks of CRM 11 - 12

6. Literature review: 13 – 15

✔ Company profile
✔ Products and services
✔ SWOT analysis
✔ Clients
7. MARUTI SUZUKI PROFILE 16 – 17

8. Job profile and work done by me 18 – 20

9. Objective of the study 21 – 24

10. Research methodology 25 - 36

✔ Questionnaire
✔ Analysis of data
11. Conclusion 37

12. Bibliography 38

13. Recommendations 39

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 DEFINITION OF CRM
Customer relationship management (CRM) is a term applied to processes
implemented by a company to handle their contact with their customers. CRM software

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is used to support these processes, storing information on customers and prospective
customers. Information in the system can be accessed and entered by employees in
different departments, such as sales, marketing, customer service, training, professional
development, performance management, human resource development, and
compensation. Details on any customer contacts can also be stored in the system. The
rationale behind this approach is to improve services provided directly to customers and
to use the information in the system for targeted marketing and sales purposes.

CRM stands for Customer Relationship Management. The genesis of CRM lies in the
observation that one element in competitive advantage is the ability of companies to
retain customers. Companies have moved to implement a strategy of satisfying the
customer so as to optimize potential future earnings. This seems to be an especially valid
approach considering the current Internet focus of “your competitor is only a click
away”. Many companies have spent millions of dollars on SFA/ERP/CRM/eCRM
solutions only to see them fail miserably.

Gartner Group, the leading industry research group defines CRM as “a customer focused
business strategy designed to optimize profitability, revenue and customer satisfaction.”
The key word here is “strategy”. CRM is not a piece of software, nor is it any other type
of technical solution. Any company that sees the way to CRM as implementing a
software package will see their CRM project fail.

CRM is a philosophy for managing relationships with your customers; the software
package is a tool that you can use to reach your goals. You must define your CRM
strategy before you go shopping for a technical solution. Then you must see how the
solution fits with your strategy, and not how your strategy can be made to fit with the
technical solution.

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 WHY CRM SHOULD BE USED??
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 In the commercial world the importance of retaining existing customers and expanding
business is paramount. The costs associated with finding new customers mean that every
existing customer could be important.

The more opportunities that a customer has to conduct business with your company the
better, and one way of achieving this is by opening up channels such as direct sales,
online sales, franchises, use of agents, etc. However, the more channels you have, the
greater the need to manage your interaction with your customer base.

Customer relationship management (CRM) helps businesses to gain an insight into the
behavior of their customers and modify their business operations to ensure that customers
are served in the best possible way. In essence, CRM helps a business to recognize the
value of its customers and to capitalize on improved customer relations. The better you
understand your customers, the more responsive you can be to their needs.

CRM can be achieved by:

➢ finding out about your customers' purchasing habits, opinions and preferences

➢ profiling individuals and groups to market more effectively and increase sales

➢ changing the way you operate to improve customer service and marketing

Benefiting from CRM is not just a question of buying the right software. You must also
adapt your business to the needs of your customers.

CRM (customer relationship management) is an information industry term for

methodologies, software, and usually Internet capabilities that help an enterprise manage
customer relationships in an organized way. For example, an enterprise might build a
database about its customers that described relationships in sufficient detail so that
management, salespeople, people providing service, and perhaps the customer directly
could access information, match customer needs with product plans and offerings,
remind customers of service requirements, know what other products a customer had
purchased, and so forth.

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 IMPLEMENTING CRM

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CRM requires an integration of a firm's resources; people, operations and marketing
capabilities to deliver added value to the customers. CRM should provide businesses and
organizations with a ‘single view’ of their customers and across irrespective of the
interactive channel or medium through which the customer accesses the service or
product. For example, a business (e.g. hotel) customer’s profile and personal references
should be accessible to the business (or hotel) irrespective of channel i.e. whether the
customer books online, calls in or walks into any location should not make a difference
to the service provided based on the personal profile of the business client.

It is enabled through:

➢ Information

➢ Processes

➢ Technology

➢ Applications

A firm that wants to implement CRM must align it's business processes cross-
functionally in the best possible way to allow increased customer focus with an aim to
deliver added value to the customer.

BENEFITS OF CRM:

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 • Streamlined sales and marketing processes

• Higher sales productivity

• Added cross-selling and up-selling

• Improved service, loyalty, and retention

• Increased call center efficiency

• Higher close rates

• Better profiling and targeting

• Reduced expenses

• Increased market share

• Higher overall profitability

• Marginal costing

DRAWBACKS OF CRM:
Dramatic increases in revenue, higher rates of client satisfaction, and significant savings
in operating costs are some of the benefits to an enterprise. Proponents emphasize that
technology should be implemented only in the context of careful strategic and
operational planning. Implementations almost invariably fall short when one or more
facets of this prescription are ignored:

➢ Poor planning: Initiatives can easily fail when efforts are limited to choosing and
deploying software, without an accompanying rationale, context, and support for the
workforce. In other instances, enterprises simply automate flawed client-facing
processes rather than redesign them according to best practices.
➢ Poor integration: For many companies, integrations are piecemeal initiatives that
address a glaring need: improving a particular client-facing process or two or
automating a favored sales or client support channel. Such “point solutions” offer

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 little or no integration or alignment with a company’s overall strategy. They offer a
less than complete client view and often lead to unsatisfactory user experiences.
➢ Toward a solution: Experts advise organizations to recognize the immense value of
integrating their client-facing operations. In this view, internally-focused, department-
centric views should be discarded in favor of reorienting processes toward
information-sharing across marketing, sales, and services. For example, sales
representatives need to know about current issues and relevant marketing promotions
before attempting to cross-sell to a specific client. Marketing staff should be able to
leverage client information from sales and service to better target campaigns and
offers. And support agents require quick and complete access to a client’s sales and
service history.

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COMPANY PROFILE:

INDIANA ADVERTISING
Indiana Advertising, the agency with an open mind and heart, for your total advertising
and media solutions.

Set up since 1994 and has handled many successful projects through its different Arms,

➢ Indiana Advertising

➢ Indiana Images

➢ Indiana Gifts ‘n’ Prints & Indiana Pictures

➢ Saahib Entertainment

➢ Sky Media.

We undertake job works of Designing and Printing-- Pamphlets, Posters, Office

Stationary, Banners, Glow signs, Stickers, Shutter-painting, Digital Printing (Flex,
Vinyl) etc., of any size and dimensions.

Along with this we are also capable of creating and serving any need of yours as per the
target audience, such as Direct sales, Promotions, Events, Product launch, Road
Shows etc.,

OUR MISSION:

To offer a wide spectrum of coverage and media exposure through every twist and turns
of marketing strategies.

OUR VISION:

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To put in efforts to emote & promote innovations in today’s celluloid and glamorous

world of media that can be hardly ever thought about by any our competitors.

SWOT ANALYSIS OF THE AGENCY:

➢ Strength:
– Satisfying the need of the customers
– Meeting up the client requirements in time
– Innovative & creative in advertisement segment
– Quality in advertisement
– Global exposure with higher rewards & appreciation
– Efficient team working environment

➢ Weakness:
– Pricing strategy
– Lack in promotion strategies towards increasing the brand name.

➢ Opportunities:
– Entering in global market to attract global clients
– Being the oldest advertising agency in India, it brand among its clients-
they have lot of client coming back with new product for getting
advertised.
– In its successful journey, they lot of wonderful memorbal advertisement
done by them, this has increased there brand image in the Indian market.

➢ Threats:
– Challenging stiff competition from its competitor’s from both domestic &
international levels.
– Changes in the taste & preferences of clients.
– Lack of creative minds & also too expensive in overall management

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CLIENTS:

Walls Kwality walls

Liril Shogum

Unit trust of India STP (anand group)

Nitsuko-Enkay Handy Maid (SM)

Sarbi Petroleum & Chem. Shivaki (Japan)

Bentex Watches & Jewellery Kodak India Ltd.

Asia Television Network (ATN) Pilot Automobiles

Mahindra & Mahindra Shemaroo Video

Fort Point Automotives Pvt. Ltd. Mirco Electronics Ltd. (ONIDA)

Prodigy Learner Enrichment Centre Caltex Lubricants India Ltd

Hindustan Motors Ltd. Castrol India Ltd.

Gatorade (PEPSI Co.Ltd.) Asian Sky Shop Ltd.

Kesar Realty Pvt Ltd. Tehelka Publication

Sunkkalp creations Pvt. Ltd. HERO Honda

Maruti HYUNDAI

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MARUTI SUZUKI PROFILE:
Maruti’s marketing objective is to continually offer the customer new products and
services that:
· Reduce the customer’s cost of ownership of their cars; and
· anticipate and address the customer’s needs and preferences in all aspects and stages of
car ownership, to provide what they refer to as the “360 degree customer experience.”
They sell ten models with more than 50 variants in segments A, B, C, and utility vehicle
segment of the Indian passenger car market. Of these, they manufacture nine models and
import the Grand Vitara as a completely built unit from Suzuki in Japan. Their models
and variants are designed to address the changing demands of the market and are
periodically upgraded in technology, styling and features. To take advantage of the brand
recognition associated with their products, they retain the brand name of the product
through various stages of product upgrades over time. For example, the version of the
Maruti 800 brand currently sold in the market is a significantly upgraded version, in
terms of technology, design and styling, of the Maruti 800 launched in 1983.
Maruti’s customer centricity is very much exemplified by the five times consecutive wins
at J D Power CSI Awards. Focus on customer satisfaction is what Maruti lives with.
Maruti has successfully shed off the public- sector laid back attitude image and has
inculcated the customer-friendly approach in its organization culture. The customer
centric attitude is imbibed in its employees. Maruti dealers and employees are
answerable to even a single customer complain. There are instances of cancellation of
dealerships based on customer feedback. Maruti has taken a number of initiatives to
serve customer well. They have even changed their showroom layout so that customer
has to walk minimum in the showroom and there are norms for service times and
delivery of vehicles. The Dealer Sales Executive, who is the first interaction medium

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with the Maruti customer when the customer walks in Maruti showroom, is trained on
greeting etiquettes. Maruti has proper customer complain handling cell under the CRM
department. The Maruti call center is another effort which brings Maruti closer to its
customer. Their Market Research department remains on its toes to study the changing
consumer behaviour and market needs. Maruti enjoys seventy percent repeat buyers
which further bolsters their claim of being customer friendly. Maruti is investing a lot of
money and effort in building customer loyalty programmes.

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JOB PROFILE:
At Indiana advertising I was working as a client servicing executive. And also as a
Market Researcher. I had to collect data, the way our client wanted it. My client for this
project was MARUTI. The automobile gaint. My work was to conduct free camps which
conducted of oil check, servicing, and coolant check in Maruti cars. And advantage was
given to customers who already had a Maruti car. I basically had to conduct a survey on
behalf of my client in a particular area in Mulund. The main objective of this survey was
make my client understand the importance of CRM and also have a check on their
customer satisfaction level.

WORK DONE BY ME:

As I was working in an advertising firm, I had to call up my clients for which I was
provided with a database. My main agenda while making calls was to make them
understand the importance of customer relationship management (CRM) and then
incorporate the advertising functions and help them market their product keeping the
view point of the customer. While working on my project, I pitched in a client for my
firm very famous automobile dealers of cars MARUTI. They have a very wide range of
cars. With the help of my director, I helped them understand the importance of CRM and
helped conduct an event in Mulund(Mumbai). Where we did necessary surveys. collected
primary and secondary data taking a random sample of 200. We had basically targeted
the customers in a particular locality. Everything that was being done was being done
with proper permission, and with their support we were able to conduct this event and
collect appropriate information about Maruti as a brand amongst and also making maruti
understand the importance of customers. They already had their motto as serving the

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customers to their best but with this approach they could actually understand the
customer’s expectation.

I made our client understand the importance of CRM and referred to the following
points:

FEARTURES OF CRM IMPLEMENTED AT MARUTI.

• CUSTOMER RELATIONSHIP MANAGEMENT

Includes the methodologies, technology and capabilities that helps and enterprise
manage customer relationships .The general purpose of CRM is to enable organization
to better manage their customers through the introduction of reliable systems, processes
and procedures.

• IMPLEMENTING CRM:

Customer Relationship Management is a corporate level strategy which focuses on

creating and maintaining lasting relationships with its customers. Although there are
several commercial CRM software packages on the market which support CRM strategy,
it is not a technology itself. Rather, a holistic change in an organization’s philosophy
which places emphasis on the customer.

• The objectives of CRM at MARUTI:

✔ To identify customers success factors
✔ To create a customer based culture
✔ To adopt customer based measures
✔ To develop an end to end process to serve customers
✔ To recommend what questions to ask to help a customer solve a problem
✔ To recommend what to tell a customer with a complaint about a purchase

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 ✔ To track all aspects of selling to customers and prospects as well as customer
support

IMPROVING CUSTOMER RELATIONSHIPS:

CRM programs also are able to improve customer relationships:

CRM technology can track customer’s interests, needs and buying habits as they progress
through their life cycles.

The technology can track customer’s product use as the product progresses through its
life cycle, and tailor the service strategy accordingly. This way customer gets what they
need as the product ages.

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 OBJECTIVE OF THIS STUDY
CRM, in its broadest sense, means managing all interactions and business with
customers. This includes, but is not limited to, improving customer service. A good CRM
program will allow a business to acquire customers, service the customer, increase the
value of the customer to the company, retain good customers, and determine which
customers can be retained or given a higher level of service. A good CRM program can
improve customer service by facilitating communication in several ways:

➢ Provide product information, product use information, and technical assistance on

web sites that are accessible 24 hours a day, 7 days a week
➢ Identify how each individual customer defines quality, and then design a service
strategy for each customer based on these individual requirements and
expectations.
➢ Provide a fast mechanism for managing and scheduling follow-up sales calls to
assess post-purchase cognitive dissonance, repurchase probabilities, repurchase
times, and repurchase frequencies.
➢ Provide a mechanism to track all points of contact between a customer and the
company, and do it in an integrated way so that all sources and types of contact
are included, and all users of the system see the same view of the customer
(reduces confusion).

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 ➢ Help to identify potential problems quickly, before customer occur
➢ Provide a user-friendly mechanism for registering customer complaints
(complaints that are not registered with the company cannot be resolved, and are a
major source of customer dissatisfaction).
➢ Provide a fast mechanism for handling problems and complaints (complaints that
are resolved quickly can increase customer satisfaction).
➢ Provide a fast mechanism for correcting service deficiencies (correct the problem
before other customers experience the same dissatisfaction).
The need of this study is to find the impact made by the CRM activities by the
automobile dealer on the customer satisfaction and sale. On this study we will know
about the various aspects of the CRM activities. What are the various factors affecting it
positively and negatively? This study will enhance our knowledge and will help us in
times to come. We all find this area of study very lucrative so I have chosen it as my
topic of project.
· What are the different CRM techniques being adopted by the dealers in small car
segment in the region of Mumbai.

· How much the CRM initiative of the companies helps them to retain their existing
customer and acquiring new customers.

· Does the CRM activities have any impact on customer locality

· To critically analyze the CRM initiative taken by automobile dealers to enhance

customer satisfaction.

SCOPE OF THE STUDY:

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This research study throws light on the CRM activities of the automobile dealer in
mumbai and it will let all those who are interested in buying Maruti cars. This research
work and survey has helped me to know the impact of crm activities by automobile
sector in the broader areas and field and over all employability and economic growth of
the country in this very aspect.

Region of study:
• Mulund

RESEARCH METHDOLOGY:

PERIOD OF STUDY:

The period of the study for this project cover near about two months. Further, this much
Period is a reasonable period to study the performance of target person and to gain
knowledge with respect to the objective of study.

TYPES OF THE RESEARCH:

It is a Descriptive Research and the main objective of Descriptive Research is to learn
about who, what, when and how. It includes study and fact finding inquiries of different
kinds. Thus the major purpose of descriptive research is the description of the state of
affairs, as it exits at present. To understand the various CRM activities and the impact of
those activities on customer loyalty an on the sale of the company we will design a
questionnaires that in clued all the above said objectives. It also include Exploratory
Research as we are focusing on the what are the recent trends in the CRM activities in the
automobile dealers and what are their consequences.

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Population: Population includes the people residing in mulund, a residential society was
chosen for the survey purpose.

Proposed Sample Size: 100 customers

Research Tool: Questionnaire

FRAMEWORK OF ANALYSIS:
The study has been undertaken to examine and understand the marketing aspect of
customer relationship management for a business playing a crucial role in the growth.
The framework of study is concerned with the CRM activities by automobile dealer in
the region defined above.

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QUESTIONAIRE:
(1) What is your family income p.a ?

• 2 – 3 lakhs • 3- 4 lakhs • 4 – 5 lakhs • 5 – 6 lakhs

(2) Do you own any car?

Yes_________ No__________

(3) Please specify the number of cars?

1 2 More than 2

(4) Which company car do you have?

Hyundai Maruti Suzuki Tata motors Any other

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(5) How long had you been using their services?

Less than six months More than six months but less than one year

1-3 years More than 3 years

(6) On the scale of 1-5 where 1 represent extremely satisfied and 5 represent extremely
How would you rate your level of overall satisfaction with company?

Extremely Satisfied Neutral Dissatisfied Dissatisfied

satisfied Extremely

(7) Please rate your level of agreement with the following statements (1-5 scale with 1
being strongly agree,2 being agree,3 being neutral,2 disagree and 1 being completely
disagree)

1 2 3 4 5
I believe Company deserves my loyalty

Over the past year, my loyalty to Company has

grown stronger

Company values people and relationships ahead of

short term goals

(8) Please rate your level of satisfaction with sale representative in the following areas:

5- Strongly 4- satisfied 3- Neutral 2- 1-Strongly

satisfied Dissatisfied dissatisfied

responsiveness

professionalism

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Understanding
of my needs

(9) Does the brand image of the company appeal to your personality?

Strongly agree Agree Neutral Disagree Disagree

Strongly

(10) How likely are you to recommend company product to a friend a relative? Would
you say the chances are?

Excellent Very good Good Fair Poor

(11) Based upon your overall experience, please rate your satisfaction with Customer
Service in the following areas:
5 - Very 4 - 3 - Neither 2 - 1 - Very
satisfied Somewhat satisfied nor Somewhat dissatisfied
satisfied dissatisfied dissatisfied

Issue resolution

Quality of
advice

Promptness of
answering
phone
Promptness of
email
response

Overall quality
of
issue handling

Professionalism

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of
Representative

Helpfulness of
Representative

Ease of
contacting

Customer
Service

(12) Amongst all the touch point being used by the company please mention the most of
the effective tools in the following table:

Front desk Sales representative Email

Break down assistance Website Feedback

Thank you for your time and valuable input

NAME : AGE:

SEX: OCCUPATION

ADDRESS:

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ANALYSIS AND DATA INTERPRETATION:

(1) What is your family income?

• Analysis: From the research study it is being found that most of the customers of
small car segment lies in the income level of 2-3 and 3-4 lakh and then after some
of the respondent were also lying in the 4-5 lakh but small in number where as
more than 5 lakh is an rare chance.

(1) Do you own any car?

• Analysis: All of the 200 customers own the car.

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 (1) Please specify the number of cars?

• Analysis: 60 of them were having one car, 35 have 2 cars and 5 have more than 2
cars.

(1) Which company car do you have?

• Analysis: The number of customer studied who have Maruti Suzuki were (42) and
Hyundai (28), whereas Tata motors (25), where as (5) were using other cars.

(5) How long had you been using their services?

• Analysis: Most of the old customers were attached to Maruti as they were using
the Service more than 2 years.

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(6) On the scale of 1-5 where 1 represent extremely satisfied and 5 represent extremely
How would you rate your level of overall satisfaction with company?

• Analysis: The over all satisfaction average of Maruti Suzuki customers is more
than other Company.

(7) Please rate your level of agreement with the following statements (1-5 scale with 1
being strongly agree,2 being agree,3 being neutral,2 disagree and 1 being completely
disagree)

• Analysis: same as question 6

(8) Please rate your level of satisfaction with sale representative in the following areas:

• Analysis: same as question 6

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(9) I trust the brand image of the company?

• Analysis: The loyalty of the Maruti Suzuki customer can been seen from their
rating by comparing the existing product with other companies they have rated
their Company product much better in more frequencies than other customers.

(10) How likely are you to recommend company product to a friend a relative? Would
you say the chances are?

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 • Analysis: Most of the Maruti Suzuki customers are willing to recommend their
product to others but in this parameter Hyundai is also contributing some of the
efforts.

(11) Based upon your overall experience, please rate your satisfaction with Customer
Service in the following areas: ( MARUTI SUZUKI)
5 - Very 4 - 3 - Neither 2 - 1 - Very
satisfied Somewhat satisfied nor Somewhat dissatisfied
satisfied dissatisfied dissatisfied

Issue resolution Yes

Yes
Quality of
advice

Promptness of Yes
answering
phone
Promptness of
email
response

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Overall quality Yes
of
issue handling

Professionalism Yes
of
Representative

Helpfulness of Yes
Representative

Ease of Yes
contacting

Customer Yes
Service

(12) Amongst all the touch point being used by the company please mention the most of
the effective tools in the following table:

• Analysis: The touch point that have been asked from the customers and on an
average the touch point of the Maruti Suzuki is more effective which shows their
sensitiveness towards CRM activities but most of the effective tool for Maruti is
their sales representative and their front desk.

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CONCLUSION:

In today’s world which is fast moving & dynamic, people’s wants, need and desires are
changing; it’s very important to know them and give them what they want. This is the
main objective of advertising where ad agency plays major role in market research,
making of creative, launching it in the market, taking the feedback of consumer and
making any product famous and acceptable among consumers. Ad agencies are playing
an important role in shaping present and future of not just selected brand but of entire
company. There is no one -- sure-fire -- best way to advertise your product or service. It
is important to explore the various advertising media and select those which will most
effectively convey your message to your customers in a cost-efficient manner. Always to
be remember, advertising is an investment in the future of your business. Ad agency is
service industry it is growing very fast talented people are hired and they are showing
there creativity ability .the ad agency are providing services to the branded company
carrying there advertisement campaign most effectively. They know how to attract the
consumers from one side agency are very costly they are charging more money for the
advertisement campaign. On other side it is useful to the company; the ad agency can
launch the company product in better way. I think ad agencies are playing key role in-
increasing the brand & performance of a product or services of a company. Thank to ad
Agencies contribution for changing our world of dreams & desire.

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BIBLOGRAPHY:
1. Service marketing by Zidamal
2. www.indiaadvertising agency.com
3. www.google.com
4. www.marutisuzuki.com
5. Philip Kotler

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AREAS OF IMPROVEMENT/RECOMMENDATION:

✔ Mostly Dealers don’t have a specific website. A specific website should be made.

✔ Maruti should regard as generous discount offers during Festival season like
Navratra, Dusshera, and Diwali to gear-up their sales.

✔ Maruti should advertise in Sports because sports are increasingly cutting into the
share of mass entertain.

✔ Maruti can start Money Bond Scheme instead of giving Cash Discount with more
value. Customers eligible for an income bond, encashable after a 15year period.

✔ Maruti can also PRE MONSOON SERVICE CAMP for their customers.

✔ Facilities should be provided to the dealer so that they can extend them to the
customers while purchasing this brand.
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 ✔ Trade shows and similar kind of shows should be held as it will motivate the non
users to try the product.

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