Description
Customer relationship management systems track and measure marketing campaigns over multiple networks. These systems can track customer analysis by customer clicks and sales. Places where CRM is used include call centers, social media, direct mail, data storage files, banks, and customer data queries.
By;
1) Palak Patel
2) Shrikant Rana
CRM IN RETAIL
Overview of Retail
?5
th
largest in the world
?GDP- 14%- 15%
?Organized retail stores- 6%
?Unorganized retail stores- 94%
?Example of organized stores- Reliance, Big
Bazaar, Pantaloons, Shopper Stop etc…
?Example of unorganized stores- Kirana
shop, Paan shop, etc…
What is CRM?
?Information industry.
?Methodologies, software & websites
?Manage Customer Relationships
?Organized in Efficient manner
CRM CYCLE
Advantages…
?Increase relationship with clients
?Increase the sales
?Reduction of sale cycle
?Better communication channels
?Create detailed profile
?New selling opportunities
?Provide better customer service
Disadvantages…
?Small companies- not possible
?High cost
?Requires continues Maintenance, Up
Gradation of info.
?Difficult to integrate with other MIS
?Training cost increases
CRM @ Reliance Retail
?CUSTOMER LOYALTY
?CUSTOMER RETENTION
?CUSTOMER COMMUNICATION
?CUSTOMER SATISFACTION
?CUSTOMER GRATIFICATION
?Customer Loyalty
?Reliance one Membership
?Get Redeemable points
?Opportunity of getting 4 different
insurance
?Customer Retention
?Zonal level
?Offers & Discounts
?Repeated, if it works with
products
?Customer Communication
?Forms of SMS or email (members
only)
?Organized special events
?Thank you & festive cards
?Customer Gratification
?Trained salesperson
?Thank you with smile
?Gifts & discounts coupons
CRM @ Big Bazar
?Database is formed through the issue of future card
?Customer profitability analysis (CPA)
?Differentiate customers in terms of their need and
value to company
?Interact with individual customers
Analysis of CRM
? Four types of analysis done :-
?Periodic Surveys
?Customer loss rate
?Mystery Shoppers
?Monitor Competitive performance
Customer Satisfaction through Service…
?Problems identification
?Managing customers
?Effective communication
?Analyzing customer perceptions
?Managing service behaviors
?Dealing with long-term consequences
?Negotiating solutions
?Generating an action plan
CUSTOMER COMMUNICATION
Customer Perceived Value (CPV)
?Is calculated by the retail store in order to asses the
cost and benefits received & give to the buyers.
CRM as a Solution for Retail
?Helps increase wallet-share by brand building and trade
promotion to maximize product sales using performance
details, profiling information plus transaction and
feedback data.
?Enables servicing customer needs and complaints
across channels using a single system to prevent
information leaks.
THANK YOU…
doc_390233276.pptx
Customer relationship management systems track and measure marketing campaigns over multiple networks. These systems can track customer analysis by customer clicks and sales. Places where CRM is used include call centers, social media, direct mail, data storage files, banks, and customer data queries.
By;
1) Palak Patel
2) Shrikant Rana
CRM IN RETAIL
Overview of Retail
?5
th
largest in the world
?GDP- 14%- 15%
?Organized retail stores- 6%
?Unorganized retail stores- 94%
?Example of organized stores- Reliance, Big
Bazaar, Pantaloons, Shopper Stop etc…
?Example of unorganized stores- Kirana
shop, Paan shop, etc…
What is CRM?
?Information industry.
?Methodologies, software & websites
?Manage Customer Relationships
?Organized in Efficient manner
CRM CYCLE
Advantages…
?Increase relationship with clients
?Increase the sales
?Reduction of sale cycle
?Better communication channels
?Create detailed profile
?New selling opportunities
?Provide better customer service
Disadvantages…
?Small companies- not possible
?High cost
?Requires continues Maintenance, Up
Gradation of info.
?Difficult to integrate with other MIS
?Training cost increases
CRM @ Reliance Retail
?CUSTOMER LOYALTY
?CUSTOMER RETENTION
?CUSTOMER COMMUNICATION
?CUSTOMER SATISFACTION
?CUSTOMER GRATIFICATION
?Customer Loyalty
?Reliance one Membership
?Get Redeemable points
?Opportunity of getting 4 different
insurance
?Customer Retention
?Zonal level
?Offers & Discounts
?Repeated, if it works with
products
?Customer Communication
?Forms of SMS or email (members
only)
?Organized special events
?Thank you & festive cards
?Customer Gratification
?Trained salesperson
?Thank you with smile
?Gifts & discounts coupons
CRM @ Big Bazar
?Database is formed through the issue of future card
?Customer profitability analysis (CPA)
?Differentiate customers in terms of their need and
value to company
?Interact with individual customers
Analysis of CRM
? Four types of analysis done :-
?Periodic Surveys
?Customer loss rate
?Mystery Shoppers
?Monitor Competitive performance
Customer Satisfaction through Service…
?Problems identification
?Managing customers
?Effective communication
?Analyzing customer perceptions
?Managing service behaviors
?Dealing with long-term consequences
?Negotiating solutions
?Generating an action plan
CUSTOMER COMMUNICATION
Customer Perceived Value (CPV)
?Is calculated by the retail store in order to asses the
cost and benefits received & give to the buyers.
CRM as a Solution for Retail
?Helps increase wallet-share by brand building and trade
promotion to maximize product sales using performance
details, profiling information plus transaction and
feedback data.
?Enables servicing customer needs and complaints
across channels using a single system to prevent
information leaks.
THANK YOU…
doc_390233276.pptx