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CRM in Retail

ASST.PROF.MS.SHILPA.A.SHELAR-SHETH N.K.T.T COLLEGE 1

“Customer relationship management is a

comprehensive set of process and technologies for managing

the relationship wih potential current customer across the

business functions.”

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Retail is the process of

selling consumer goods or

services to customers

through multiple channels

of distribution to earn a

profit.

Retail

ASST.PROF.MS.SHILPA.A.SHELAR-SHETH N.K.T.T COLLEGE 4

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CRM in Retail

●Add value to the offering made by retailers.

●Helps to identify needs of customer.

●Provide better service to the customer as they expected

●customer database

ASST.PROF.MS.SHILPA.A.SHELAR-SHETH N.K.T.T COLLEGE 6

Objectives

●Building loyalty

●Segmentation

●Promotions

●Purchases

●Retention

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Importance

●Increase profit

●Customer loyalty

●Customer analytics

●Master data management

●Point of sales

ASST.PROF.MS.SHILPA.A.SHELAR-SHETH N.K.T.T COLLEGE 8

Customer Retention

●Frequent shopper programmes

●Special customer services

●Personalisation

●Community

ASST.PROF.MS.SHILPA.A.SHELAR-SHETH N.K.T.T COLLEGE 9

Crm software

● Data security

● predictive analytics

● Proper records management

● tracking customers behavior

● Notifying customers

ASST.PROF.MS.SHILPA.A.SHELAR-SHETH N.K.T.T COLLEGE

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