A REPORT

ONCUSTOMER RELATIONSHIPMANAGEMENT

OF PANTALOON RETAIL INDIA LIMITED.

EMPOWERING MINDS

ACHARYA INSTITUTE OF MANAGEMENT & SCIENCES. 1ST CROSS. 1ST STAGE. PEENYA. BANGALORE 560058.

Submitted By- ALOK KUMAR GUPTA

MBA- 1ST SEM. GROUP- 1

CRM

Contents:

CRM:

1What is CRM

(i)Advantages of CRM ………………………………………Disadvantages of CRMHow to impress customersReason to fail CRMService offering by CRMWhy choose CRMOpt for CRMCRM is RewardingMarket Structure

2.PANTALOON RETAIL INDIA LTD:

About CompanyVisionMissionCore ValueFuture GroupBoard of DirectorsStrategies for Attracting the CustomersTypes of MembersOffer for Green Cards Holders

Alok Kumar Gupta

CRM

CRM:

INTRODUCTION:

In today’s competitive market driven economy it is not only sufficient to provide your customers with the best service levels and customer experience over the short-term, but also analyze the transactional information to develop better services and products for your customer over the long run through the discovery of not-so-obvious insights into customers wants and needs.

WHAT IS CRM:

CRM stands for Customer Relationship Management. It is a process or methodology used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistakeThe more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness responsiveness and marketing.

Alok Kumar Gupta

CRM

ADVANTAGES OF CRM:

Shared or distributed data

Cost reduction

Better Customer Service

Increased Customer Satisfaction

Better Customer Retention

Loyal customers

More repeat business

More new business

More Profit

DISADVANTAGES OF CRM:

Lack of formalization of the procedures

Lack of the employees' interest

Alok Kumar Gupta

CRM

How to impress customers:

Focus on at least one key benefit

Listen to your customers

Gaining new customers

Test everything you do for effectiveness

Treat your staff with extreme care and attention.

Reason to fail CRM:

CRM initiatives launched without a strategy. The CRM strategy is not integral to the business strategy The CRM toolset is based on someone else’s success. CRM is launched with no regard for enterprise or customer

interfaces. CRM is launched without customer input. CRM is considered an IT project – not business initiatives

leveraging technology. CRM is launched without defined metrics and objectives CRM is considered a one-time event. Assume you have a customer-centric culture because you

have customers

Alok Kumar Gupta

CRM

No top down leadership and employee buy-in for CRM.

CRM Service Offering:

1. Consulting : o Feasibility Analysis o Technology Evaluation & Selection o Project Scoping o Metrics Reporting & ROI o Proof-of-Concept development o Application Audit & Health Check

2. Implementation: o Implementation Strategy o Functionality Mapping & Gap Analysis o Data Migration, o Conference Room Pilot & Training o Full Cycle Implementations & Deployment o Global Rollouts o Release Management

3. Customization & Integration: o Custom Object Development o Custom Reports Development o Integration - Data, Process level - EAI / CTI

Alok Kumar Gupta

CRM

4. Upgrade Services : o Application/Product Upgrade o Database Upgrade o Data Conversion and Migration o Object Migration

5. QA and Testing Services: o Testing Process Consulting o Manual, System and Integration Testing o Load Testing o Fail Over and Availability Testing o Test Cases Automation o Reporting Services

6. Business Intelligence and Analytics: o Need Analysis o Data Load/ETL o Custom View & Report Development

7. Customer Data Integration : o Unification of Customer Data o Multiple Version Integration o Real Time/Batch Data Cleansing

Alok Kumar Gupta

CRM

8. Support and Maintenance : o Application Support o Customization Support o Database Administration o Application Administration o Performance Tuning

Why choose CRM:

CRM (Customer Relationship Management) software aids in increasing efficiency, serves to aid the sales department in all of its efforts, manages to boost sales, and fundamentally contributes to the overall development of the company. It also manages to work towards organizational goals. This is achieved through a concise study of potential customers.

Their preferences are taken into consideration and used to coordinate and implement a customer centric business strategy that focuses primarily on the customer, yields to recording the importance of his ideas and suggestions and results in increased customer retention.

Opt for CRM:

Why CRM? CRM solution helps to reduce the time required for sales cycles while hanging onto potential sales leads. Customer

Alok Kumar Gupta

CRM

retention is also maximized. Sales orders and sales revenues increase as a matter of increased organization growth.

CRM facilitates growth in that it aids the reduction of costs and the increased availability of information to the organization - that can be used according to customer information requirements. This information is increasingly important to an organization and can prove to make the difference between success and failure.

CRM is Rewarding:

The benefits of CRM are enormous.The marketing department is yet another department that stands to gain enormously as CRM aids in marketing functions. The customer centred strategy that provides information on potential customers, boosts the marketing function by providing the marketing department with a clear idea of what the customer needs are and enables them to work accordingly.

Privacy and data security:

One of the primary functions of CRM software is to collect information about customers. When gathering data as part of a CRM solution, a company must consider the desire for Customer Privacy and data security, as well as and legislative and cultural norms. Some customers prefer assurances that their data will not be shared with third parties without their prior

Alok Kumar Gupta

CRM

consent and that safeguards are in place to prevent illegal access by third parties.

Market structure:

The following table lists the top CRM software vendors in 2006-2007 (figures in millions of US dollars) published in Gartner study

Vendor2007

Revenue2007 Share

(%)2006

Revenue2006 Share

(%)'06-'07 Growth

(%)

SAP 2,050.8 25.3 1,681.7 26.6 22.0

Oracle 1,319.8 15.3 1,016.8 15.5 29.8

Salesforce.com 676.5 8.3 451.7 6.9 49.8

Amdocs 421.0 5.2 365.9 5.6 15.1

Microsoft 332.1 4.1 176.1 2.7 88.6

Others 3,289.1 40.6 2,881.6 43.7 14.1

Total 8,089.3 100 6,573.8 100 23.1

Alok Kumar Gupta

CRM

PANTALOON RETAILS INDIA LIMITED.

About Company:

Pantaloon Retail is the flagship enterprise of the Future Group, with a presence across multiple lines of business. The company owns and manages multiple retail formats that cater to a wide cross-section of Indian society. Headquartered in Mumbai (Bombay), the company operates through four million square feet of retail space, has over 1000 stores across 61 cities in India and employs over 30,000 people. The company registered a turnover of Rs 2,019 crore for FY 2005-06. Pantaloon Retail forayed into retail in 1997 with the launching of its fashion retail chain, Pantaloons in Kolkata. In 2001, it launched Big Bazaar, a hypermarket chain. This was followed by Food Bazaar, a food and grocery chain. Next up was Central, a first of its kind located in the heart of major Indian cities.

Alok Kumar Gupta

CRM

Vision:

Future Group shall deliver Everything, Everywhere, Everytime for Every Indian Consumer in the most profitable manner.

Mission:

We share the vision and belief that our customers and stakeholders shall be served only by creating and executing future scenarios in the consumption space leading to economic development.

Core Value:

Indianness: confidence in ourselves.

Leadership: to be a leader, both in thought and business.

Respect & Humility: to respect every individual and be humble in our conduct.

Introspection: leading to purposeful thinking.

Alok Kumar Gupta

CRM

Openness: to be open and receptive to new ideas, knowledge and information.

Valuing and Nurturing Relationships: to build long term relationships.

Simplicity & Positivity: Simplicity and positivity in our thought, business and action.

Adaptability: to be flexible and adaptable, to meet challenges.

Flow: to respect and understand the universal laws of nature.

Future Group:

Pantaloon

Big Bazaar

Food Bazaar

Central

Fashion Station

Board of Directors:

Mr. Kishore Biyani – Managing Director

Mr. Gopi Kishan Biyani – Wholetime Director

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CRM

Strategies for Attracting the customers:

Pantaloon give attractive offer to it’s customers. The company made a good strategies to mak3e them their permanent customers. Some attractive offers are:

By Issuing Green Cards:

This offer is valid for-Apparel, Perfumes & Cosmetics, toys, Bluesky, aLL, Depot, Planet Sports & accessories.

Types of Members:

1-1Star Members2-3Star Members3-5Star Members4-7Star Members

Alok Kumar Gupta

CRM

Offer for Green Cards Holders:

Types of Card Holder Discount

1 Star Members Gift voucher worth Rs.150

3 Star Members 5% disc. On every purchase

5 Star Members 7.5% disc. On every purchase

7 Star Members 10% disc. On every purchase

Alok Kumar Gupta

CRM

Alok Kumar Gupta