Analysis of customer touchpoints in automobile industry

Abstract

The Indian automobile industry boasts to be the 3rd largest in the world exhibiting a growth rate of 11% from June to May 2017. It contributes to more than 7% of India’s GDP. Two-wheelers account for maximum sales by volume with over 79% share followed by a distant 15% share by passenger vehicles (4 wheelers). This is primarily due to the predominant middle class and growing young population in the country. The sales grew from 17.4 million in 2011-12 to 21.9 million in 2016-17 at a CAGR of 5.56%. Many players exist in the passenger vehicle market, but it is dominated by the top three players (Maruti, Hyundai, and Mahindra) that account for over 70% of the market share. The industry leader is Maruti Suzuki which has captured over 47% of the market followed by Hyundai Motor India at the second position with 16% share in the market. Mahindra & Mahindra stands at the third place with a market share of little over 7% which is fundamentally due to its leadership in the SUVs (Sports Utility Vehicle). The other noticeable players of the market include Tata Motors, Honda Cars, Toyota Kirloskar Motor, Renault India, and Ford Motor India. Volkswagen India and Nisan Motor India have less than 2% share of the market each.