Research methodology:

Secondary research

The aim is to understand the CRM tools that are used by Uber. We would also try to find out the various
channels that Uber uses to reach out to its customers in order to increase their interaction. Based on
existing reports, we will try to find out the different data of the customer that Uber is interested in. This
will help us understand the focus area of Ubers CRM program.

Primary Research:

We will conduct a survey to find out the different parameters that customers like about Uber in order to
understand the effectiveness of their CRM program.

Ubers drivers will be interviewed to understand Ubers customer policies at the front end to enhance
customer experience.

As Uber has pioneered the sharing economy concept, we would also want to understand if they treat
their drivers as customers, employees or partners.