GROUP MEMBERS

SARMISTHA SAHOO
DIBYA DARSHINI
SOUMYA RANJAN
RETAILING
According to Kotler, Retailing includes all the
activities involved in selling goods or services to the
final consumers for personal, non business use.

It is responsible for matching individual demands of

the consumer with supplies of all the manufacturers.
Evolution of retail in India
Traditional formats
What is CRM?
Information industry
Methodologies, software & internet
capabilities
Manage customer relationships
Organized and efficient manner
Advantages and Disadvantages of CRM
Advantages
Increase relationship with
clients
Increase of sales
Reduction of sales cycle
Better communication
channel
Create better profile
New selling opportunities
Provide better customer
service
Disadvantages
High costs
Small companies not
possible
Requires continuous
maintenance, updation of
information
Difficult to integrate with
other MIS
Training cost increase
Customer Loyality
Reliance One Membership

Gets 1 redeemable points

Opportunity of get 4 different Insurances

Customer Retention
Zonal levels

Offers and discounts

Repeated, if it works with product

Customer Communication
Form of SMS or Email(Reliance One Member)

Organizing special events

Thank You and festival cards

Customer satisfaction

Trained sales persons

Thank You with

Gifts and discount coupons

 Problem Faced
Personal contact numbers
Personal contact numbers
Policy less followed in small towns

Common policy for Reliance Fresh and Mart

Delay in processing of membercards

Long queues @ billing counters

 CRM @ Bigbazar

Database is formed through the issue of future cards

Customer Profitability Analysis (CPA)

Differentiate customers in terms of needs and value to company

Interact with individual customers

Analysis of CRM
Four type of analysis done

Periodic survey

Customer loss rate

Mystery shoppers

Monitor competitive performance

 Customer satisfaction
through service
Problem identification
Managing customers
Effective communication
Analyzing customers perception
Managing service behaviour
Dealing with long term consequences
Negotiating solutions
Generating an action plan
 Customer Perceived Value
(CPV)

It is calculated by the retail store in order to

asses the cost and benefits received and give
to the buyers.
THANK YOU