CUSTOMER LOYALTY PROGRAMME(CRM)

8/7/2019 CUSTOMER LOYALTY PROGRAMME(CRM)

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BUILDING PROFITABLE CUSTOMER

RELATIONSHIPS

Submitted By :

Sudipta Dutta (10DR006)

Bidisha Bhattacharya (10DR016)

Megha Mehgal (10DR019)


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INTRODUCTION

K.Raheja group of companies setup a

departmental store in 1991.

Objective of shoppers stop was to use thebrand to create a fashion and life style store .

Shoppers stop became a new bench mark in

Indian retailing.

Varieties of stores across various Indian cities.


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MILESTONES

Shoppers' Stop was the first to redefine shopping experienceand creating

a niche for itself in the service industry, in many metros inIndia.

Shoppers' Stop is the only retailer from India to become a

member of the prestigious Intercontinental Group of Departmental Stores

(IGDS).

Shoppers' Stop won "TheMost Admired Apparel Retailer ofthe Year 2000"

Award at the Images Fashion Awards.

Mr. Nagesh won the "Annual Award for Excellence as TopCEO for 2001" at the Institute ofMarketingManagement.Mr. Nagesh was also nominated for the Ernst & Young"Entrepreneur of the Year 2000" Award.

With the launch of its latest outlet in Kandivli, Shoppers Stopadds one more feather to its cap.


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MISSION AND VISIONS

1.We shall not take what is not ours.2. The Obligation to Dissent (against a viewpointthat is not acceptable).3.We shall have an environment conducive to

openness4.We shall believe in innovation.5.We shall have an environment conducive todevelopment.6.We shall have the willingness to apologies and/orforgive.7.We shall respect our customer's rights.8.We shall be fair.


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CUSTOMER LOYALTY PROGRAMMECUSTOMER LOYALTY PROGRAMME


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The shopping experience become more enjoyable for the

First Citizen Club Members due to the following reasons :

Reward points for each time the members purchase atShoppers Stop.

Exclusive benefits and privileges.

Updates on merchandise to shop for at Shoppers Stop.

Exclusive cash counters so that the members can spendmore time on shopping than waiting in a line.

First Citizen Club MembershipFirst Citizen Club Membership


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CATAGORIES OF CUSTOMERCATAGORIES OF CUSTOMER

SEGMENTATIONSEGMENTATION

Classic Moments

Silver Edge

Golden Glow


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FIRST CITIZENFIRST CITIZEN

ENHANCED BENEFITENHANCED BENEFIT


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IT use in shoppers stop

They undertake 2,30000 customer details in

their system.

They have differentiated customer basetracking the preference of the various

customer.

Direct contact with customer, through mail.


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Objectives to use IT in system

Create tailor-made promotions &

schemes what suited customer best.


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Effect of using IT

How, when, what combination customer buysproducts.

It made easy to analysis the customer data.

They use SAS solution for trend analysis,promotion management, customer behavior,segmentation, profitability,& lifecycle analysis.

To understand the marketing efforts.


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Thank you

CUSTOMER LOYALTY PROGRAMME(CRM)

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