CUSTOMER RELATIONSHIP MANAGEMENT
ABSTRACT
Customer Relationship Management is a strategy for managing and nurturing a
company’s interactions with customers and sales prospects. When an implementation is
effective, people, processes, technology work in synergy to develop and strengthen
relationships, increase profitability, and reduce operational costs. Customer Relationship
Management is a most effective tool for maintaining good relationship with the
customers. It plays an effective role in attracting the new customers to the company.
The present study shows that shopping in big bazaar mostly liked by the respondents.
Consumer while shopping in big bazaar they look for the quality followed by price. Most
of the customers know about the Big bazaar from advertisement. Most of the customers
select Big bazaar for shopping because of their attractive offers.
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CUSTOMER RELATIONSHIP MANAGEMENT
CONTENTS
CHAPTERS TOPIC PAGE NO
CHAPTER 1
INTRODUCTION
NEED & IMPORTANCE
OBJECTIVES
RESEARCH
METHODOLOGY
SCOPE AND PERIOD OF
STUDY
LIMITATIONS
8-18
CHAPTER 2 REVIEW OF LITERATURE 19-25
CHAPTER 3 INDUSTRY PROFILE
COMPANY PROFILE
26-50
CHAPTER 4 DATA ANALYSIS & INTERPRETATION
51-63
CHAPTER 5 FINDINGS
COCLUSION
SUGGESTIONS
64-68
CHAPTER 6 BIBILIOGRAPHY
APPENDICES
69-73
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CUSTOMER RELATIONSHIP MANAGEMENT
LIST OF TABLES
S NO RESPONDENTS OPINIONS TABLES PAGE NO
1 Table showing the respondents how they know about Big Bazaar
45
2 Table showing respondents opinion regarding What products they like to purchase in our mall
46
3 Table showing respondents opinion regarding products prices in the mall.
47
4 Table showing respondents opinion regarding special offers in the mall
48
5 Table showing respondents opinion regarding associates services to customer in the mall.
49
6 Table showing respondents opinion regarding customer service department performance in the mall
50
7 Table showing the respondent opinion regarding comfort by shopping in the mall.
51
8 Table showing respondents’ opinion regarding selecting the Big Bazaar for shopping.
52
9 Table showing respondents’ opinion regarding in a month how many times they feel to visit Big bazaar.
53
10 Table showing respondents’ opinion regarding ability of the mall.
54
11 Table showing respondents’ opinion regarding suggestions giving about the mall.
55
12 Table showing the respondents opinion regarding rate the overall experience about Big bazaar.
56
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CUSTOMER RELATIONSHIP MANAGEMENT
INTRODUCTION
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CUSTOMER RELATIONSHIP MANAGEMENT
The term market organized from the Latin word "macaques" to trade. There are
different perspectives on which a market is explained. It may be a place, an assembly an
area an organization, an act or an assembly of commercial activities. All these converge
on accept that markets perpetuate process exchange leading to satisfaction of needs.
Markets may be viewed from economic, managerial of societal point of view.
The growth from self-sufficient stage through barter to exchange-oriented stage
witnessed creating of market at central prices. This offered a number of benefits to sellers
and buyers.
Human wants are unlimited and repetitive in nature. Business activities aim at
acquiring of wealth, converting in into desired form and making the final product
available for exchange for the satisfaction of human wants. These activities fall under
industry, commerce and trade. These three branches have on common function-the
marketing here means exchange of goods for money or money's worth.
Today there is feeling that marketing activity is concerned only with the flow of
goods from the producer to the consumer. This concept however has changed also to
include flowing of information from the consumer to producer.
In the other words to achieve maximum efficiency in marketing, there must also
be a flow information vis-a-vis is the flow of goods. This information for practical
purposes has to be collected even before a product is planned. Sub sequent information
would also enable the manufacturer to assess periodical changes that are required. That is
why it is very often remarked that marketing starts and ends with the consumer with
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CUSTOMER RELATIONSHIP MANAGEMENT information flowing from the consumer to the producer and goods flowing back to the
consumer to the producer and goods flowing back to the consumer from the producer.
High level of marketing activity is a prerequisite for high level of economic
activity. It has been apply remarked. "Nothing happens until some body sells something".
At present the urgency is for increased marketing and no merely for increased population.
This alone shows the importance of marketing as a potential force that commands
high significance for society as a whole.
“it is not enough to have great qualities, we should also have the abilities to manage
them”. The same concept can also be applied in an organization. For e.g. a company may
produce a very high quality products but it won’t be able to succeed if it fails to manage
or satisfy their customers.
According to Harward Business Review “an exceptionally satisfied customer is 6 times
more likely to buy again as one who is merely satisfied & only 5% increase in customer
loyalty can boost profit from 25% to 85%”.
Thus all these quotes & experts opinion highlights the importance of Customer
Relationship Management. Customers are considered to be king of every business
enterprise and loyal customers are the backbone of their business. So customer
satisfaction is the primary motive of every business which can be attained through
effective CRM (Customer Relationship Management) policy.
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CUSTOMER RELATIONSHIP MANAGEMENT
NEED AND IMPORTANCE OF THE STUDY
CRM Customer Relationship Management is one of the newest innovations in customer
service today. CRM stands for customer relationship management and helps the
management and customer service staffs cope with customer concerns and issues. CRM
involves gathering a lot of data about the customer. The data is then used to facilitate
customer service transactions by making the information needed to resolve the issue or
concern readily available to those dealing with the customers. This results in more
satisfied customers, a more profitable business and more resources available to the
support staff. Furthermore, CRM Customer Relationship Management systems are a great
help to the management in deciding on the future course of the company.
As mentioned, there is much data needed for the CRM system to work. These fields
include the customer name, address, date of transactions, pending and finished
transactions, issues and complaints, status of order, shipping and fulfillment dates,
account information, demographic data and many more. This information is important in
providing the customer the answer that he or she needs to resolve the issue without
having to wait for a long time and without going to several departments. With just a few
mouse clicks, a customer support representative for example can track the location of the
customer's package or order. This is infinitely better than the cumbersome process of
tracking shipments previously. Furthermore, the customer service representative will also
be able to see the previous concerns of the customer. This is a great help especially if the
customer is calling about the same issue since he or she will not have to repeat the story
all over again. This results in less time in resolving the issue, thus, higher productivity of
the support staff.
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CUSTOMER RELATIONSHIP MANAGEMENT CRM Customer Relationship Management systems are also important to the top
management because it provides crucial data like customer satisfaction and efficiency of
service by the frontline crews. A piece of customer relationship management software
will also be able to generate the needed reports for product development or new concepts.
Furthermore, this system will also be a great help for the top management in deciding the
company's future course of action, whether it involves phasing out one of the products on
the shelves or making adjustments to one of the products sold.
The reports generated by CRM systems are also invaluable to your advertising and
marketing planners, as they will be able to pinpoint which ideas works and which do not.
Because of CRM systems, you will be able to release advertisements or plan marketing
campaigns more in tune with your target market. This will also lead to more responses to
your advertisement and a more effective marketing campaign.
Successful integration of a CRM Customer Relationship Management system in your
company, however, might not be as easy as it seems. The following might give you an
insight why CRM systems fail in some companies... Most companies fail to prepare for
CRM systems. By this, I mean that most companies fail to integrate all the departments
that need to share the information for it to be effective. Furthermore, CRM units scattered
all over the company's departments is often more effective than just making one big
CRM department. This will ensure that each department will get the information and data
that they need.
A CRM system will also help you a lot in expanding your business. As CRM systems are
capable of handling enormous amounts of data, CRM systems will help you a lot in
coping with the increased numbers of customers and data. With a CRM Customer
Relationship Management system installed and properly utilized, you can be sure that all
data is maximized and used to ensure that your business will be successful and your
customers a lot more satisfied than before.
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CUSTOMER RELATIONSHIP MANAGEMENT
OBJECTIVES OF THE STUDY
Objectives of Customer Relationship Management:
Understand customer needs better
Maintain long term customer relationships
Be able to pursue a strategy of Relationship Marketing
Identify individual customers’ needs
Develop relationships that stretch over several transactions
Manage that relationship to the benefit of the customer and the company
To enable the sales team to promote sales effectively through maintaining customer relation.
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CUSTOMER RELATIONSHIP MANAGEMENT
RESEARCH METHODOLOGY
Meaning of Research
According to D. Slessinger and M. Stephenson in the Encyclopedia of social
sciences define research as "the manipulation of things, concepts or symbols for the
purpose of generalizing to extend, correct or verify knowledge, whether that knowledge
aids in construction of theory or in the practice of an art."
TYPES OF RESEARCH
1. Exploratory Research,
2. Descriptive Research
Exploratory Research:
Exploratory research studies are also termed as formulate research studies.
The main purpose of such studies in that of formulating a problem for more
precise investigation or of developing the working hypothesis forms an
operational point of view.
Descriptive Research:
Diagnostic Research studies determine the frequency with something
occurs or its association with something else.
In this project, information pertaining to customer needs satisfaction and
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CUSTOMER RELATIONSHIP MANAGEMENT their demographic profile was collected; hence it is a descriptive research.
MARKETING RESEARCH:
It is a systematic process of gathering, recording, analyzing and interpreting the
data related to any problem in the field of marketing. This marketing research consists of
various steps. They are as follows
1) Problem formulation.
2) Development of research design.
3) Determine the source of data.
4) Planning and designing data collection forms.
5) Determine sampling plan.
6) Organizing and conducting field survey.
7) Data analyses and interpretation.
8) Report preparation and arrangement to decision makers.
SOURCES OF DATA:
Once the research design has been decided upon the next stage is that of selecting
the source of data. They are primary data, secondary data.
Primary data:
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CUSTOMER RELATIONSHIP MANAGEMENT Are those, which are collected fresh and for the first time, and thus happened to be in
original character? The data is gathered through administering the questionnaire.
Secondary data:
Are those which are already been collected by some one else and which have already
been passed through the statistical process. And source of secondary data organization
report, journal, etc.
Sampling:
The selected respondents constitute which is technically called as sample and the
selection process is called as sampling technique.
Random sampling:
The research study employed random sampling technique which randomly selects the
respondents.
TARGET POPULATION:
Sample unit : customers of Big Bazaar shopping mall, Hyderabad.
Sample size : 100
Sampling method : Simple Random sampling
Research tool : Structured Disguised Questionnaire.
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CUSTOMER RELATIONSHIP MANAGEMENT Contact method : Personal Interview
STUDY AREA :
100 samples were collected for the study, and the respondents are from Hyderabad in
Andhra Pradesh
QUESTIONNAIRE DESIGN :
The questionnaire is of structured type, which consists of Closed ended, Open
ended, multiple Choice, and Ranking type of questionnaire to suit the study.
PILOT SURVEY:
After taking 30 respondents for sampling survey it was felt that the questionnaire
does not require any change.
SAMPLING PROCEDURE:
Selections of participants are 100 customers. All the sample units selected at
random. Care is taken to ensure that sample units represent the characteristics near to total
base / units.
RESEARCH METHODS AND TOOLS FOR DATA COLLECTION
The Researcher formulated a structured questionnaire, which were administered
to customer's opinion. The questions are scheduled as predetermined and the order of
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CUSTOMER RELATIONSHIP MANAGEMENT questions made for accuracy and compatibility.
The questions are open ended. The questionnaire divided as part-A and part-B.
Part-A is concerned to organization name, address and contact number. Remaining part
has 12 questions.
SCOPE AND PERIOD OF THE STUDY
The scope of the study is to identify the customer relationship management
towards Big Bazaar Pvt. Ltd. Primary data was collected from customers. Secondary data
was collected from company manuals, magazines and websites. It is aimed at
enlightening the company about different steps to be taken up to increase the value of
Big Bazaar Pvt. Ltd. with regard other competitors and also make the company to provide
better customer services.
The study was restricted to twin cities. The sample size for this study is 100. The
methodology used for analysis and interpretation is simple percentage method, the period
of the study is 45 days.
LIMITATIONS OF THE STUDY
1) The data collected and findings shown in the project in not full fledged and
therefore cannot be used straight away used in decision making.
2) The sample taken was very small and compared to the total population. The
response received may not be free from bias.
3) The study was limited to the capabilities and willingness of the respondents in
approximately answering the questions.
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CUSTOMER RELATIONSHIP MANAGEMENT
4) The study was limited to Hyderabad city only.
REVIEW OF LITERATURE
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CUSTOMER RELATIONSHIP MANAGEMENT
Meaning of Customer Relationship Management (CRM):
CRM is a comprehensive strategy & process of acquiring & retaining customers to create
superior value for the company as well as the customers. It consists of the processes a
company uses to track and organize its contacts with its current and prospective
customers. To support these processes, various CRM Software like SAP, ORACLE Sales
force.com etc. are used. These software record and store information about customers,
various customer interactions, their problems etc which can be accessed by employees in
different departments of the company. These information are used by the organization to
make future plans that can satisfy the customer on a better way and retaining them for a
longer period.
Definition of CRM:
Customer relationship management is a broadly recognized, widely-implemented
strategy for managing and nurturing a company’s interactions with clients and sales
prospects. It involves using technology to organize, automate, and synchronize business
processes—principally sales activities, but also those for marketing, customer service,
and technical support. The overall goals are to find, attract, and win new clients, nurture
and retain those the company already has, entice former clients back into the fold, and
reduce the costs of marketing and client service. Once simply a label for a category of
software tools, today, it generally denotes a company-wide business strategy embracing
all client-facing departments and even beyond. When an implementation is effective,
people, processes, and technology work in synergy to increase profitability, and reduce
operational costs
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CUSTOMER RELATIONSHIP MANAGEMENT
Goal of CRM:
The goal of CRM is to provide improved services to the customers, and to use customer
contact information for targeted marketing.
Evaluation and growth of the CRM :
CRM passes through three generations such as 1st generation in 1990, 2nd generation in
1996 and the 3rd generation in 2003.
In 1st generation following systems were applied for CRM:-
➢ Call centre management-
It is a web based CRM technology, the enables users browsing a company’s web site to
leave a phone number where company representative can call back with more
information.
Customer service support-
It is a part of a company’s CRM department that interacts with a customer for their
immediate benefits.
Sales force automation-
It is software that automates business tasks like inventory control, sales processing,
customer interaction, etc-.
➢ Campaign management-
It is a planning, executing, tracking and analyzing of direct marketing campaigns.
In 2nd generation following improved systems were used for CRM:-
➢ Integrated customer facing front end-
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CUSTOMER RELATIONSHIP MANAGEMENT It is face to face interaction between the customers and sales man. This system is used for
marketing, sales and services.
ERP integrations-
ERP stands for Enterprise Resource Planning. It is a business management system that
integrates all functions of the business.
➢ Customers analytics-
It comprises all the programming that analyzes data about an enterprise’s customers for
business decision.
Complete web integration-
It allows end users to have access the data function of a serve hosted application through
internet browser window.
In 3rd generation the strategic CRM was followed and is continuing-
Strategic CRM updates and expands the original content and combines into one,
convenient value that guides users through the entire CRM implementation process, from
strategic planning software.
Scope and goals of different generations:-
There is successful increment in the scope of CRM from 1st generation to 3rdgeneration.
In 1st generation the scope consists of service function and sales function, in 2nd
generation it includes another function i.e. marketing function and in 3rd generation it
includes entire function of the organization.
Goals of the CRM have also changed with better customer service from 1st generation
to 3rd generation. In 1st generation the goals were improve service operation and increase
sales efficiency, in 2nd generation reduce cost of interaction, improve customer
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CUSTOMER RELATIONSHIP MANAGEMENT experiences, and increasing the customer interaction; in 3rd generation cost reduction &
revenue growth and competitive advantages.
Options for Implementing CRM:
Increasing customer is not the ultimate objective of any organization but to retain
customer and t build long term relationship with them is important. It is only through
CRM that a prospect can be turn into customer and then finally into a client. But to
achieve these any organization require proper implementation.
But at the same time CRM implementation is a challenging task because it ties together
people, process, technologies within the organization which are separate from each other.
IN HOUSE DEVELOPMENT- This means all the strategies, processes are
developed and implemented within the organization.
Advantage-
1. It is tailored made according to organization needs and structure thus is flexible as
compared to others.
2. Avoid dependency on others be it software or outsourcing.
Disadvantage
1. It is at the same time expensive
2. And comparatively takes longer time depending on the organisation.
BUY LICENSED CRM SOFTWARE- This is purchasing software and
implementing in organization.
Advantage-
1. Usually the maximum chance of success.
2. It just need to install and trained the workforce accordingly.
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CUSTOMER RELATIONSHIP MANAGEMENT Disadvantage-
1. Again it is expensive because of many costs as license cost, renewal cost etc.
associated with it.
1. Adding new software with change is a complex task.
OUTSOURCING A MANAGED SERVICE- This means hiring from outside.
Advantage-
1. Most of the times lower cost.
2. Can adopt “pay- as- you go” approach with visible result.
Disadvantage-
1. For any new requirement needs to contact the company and pay for the development.
2. Also there is a risk of losing CRM solution investment if outsourcing company goes
out of business
STAGEWISE-
In this CRM software is offered in different, independent modules, according to specific
department needs.
Company buys sales automation software and contact management module from different
providers.
ENTERPRISE WISE CRM SOLUTION-
This is composed of different modules from same providers; it is implemented as a
whole by connecting different modules and existing database.
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CUSTOMER RELATIONSHIP MANAGEMENT
VARIOUS ASPECTS OF CRM
CRM includes many aspects which relate directly to one another:
• Front office operations — Direct interaction with customers, e.g. face to face
meetings, phone calls, e-mail, online services etc.
• Back office operations — Operations that ultimately affect the activities of the front
office (e.g., billing, maintenance, planning, marketing, advertising, finance,
manufacturing etc.)
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CUSTOMER RELATIONSHIP MANAGEMENT
INDUSTRY PROFILE
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CUSTOMER RELATIONSHIP MANAGEMENT
Retail industry largest industry, accounting for are 10% of the country’s GDP and around
8% of the employment retail industry in India is at the cross roads. It has emerged as one
of the most dynamic and fast paced industry with several players entering the market, but
because of the heavy initial investment required break even is difficult to achieve and
many of these players have not tasted success so far.
However the future is promising; the market is growing, government policies are
becoming more favorable and emerging technologies are facilitating operations. Retailing
in India is gradually inching its way towards becoming the next boom industry. The
whole concept of shopping has altered interms of format and consumer buying behavior
ushering in a revolution in shopping in India.
Modern retail has entered India as seen in sprawling shopping centers, multi
strayed malls and huge complexes after shopping, entertainment and food all under one
roof. The Indian retailing sector is at an inflexion point where the growth of organized
retailing and growth in the consumption by the Indian population is going to take higher
growth trajectory. The Indian population is witnessing a significant change in its
demographics.
A large young working population with average age of 24 years, nuclear families
in urban areas, along with increasing working women population and emerging
opportunities in the services sector are going to be the key growth drivers of the
organized retail sector in India.
SOME KEY FACTS
Retail is India’s largest industry accounting for over 10% of the country’s
GDP and around 8% of the employment.
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CUSTOMER RELATIONSHIP MANAGEMENT The market size of the Indian retail industry is about US $312 billion.
Retailing in India is gradually inching its way towards becoming the next
boom industry.
A large young working population with average age of 24 years
INDIA’S CONSUMPTION COSMODuring the past decade, private final consumption expenditure has been the key driver of economic growth in India.
Government
Spending$108billion
(11%)
CapitalFormation
$273 billion (29%)
24
Growth domestic product
$973billion
Utility paymentsFuel transportationElectricity, waterCommunicationExpenditure on
medical & education
$242 billion
ConsumptionSpending
$350 billion
Private finalConsumptio
nExpenditure$592billion
(60%)
CUSTOMER RELATIONSHIP MANAGEMENT
The $ 350 billion consumption spending provides the single biggest business
opportunities in India and is divided into same key categories led by food, fashion and
home products.
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Food62%
$217b
Book &Music1.1%$3.9b Telecom
1.8%$6.3b
Leisure& entertainme
nt7.9%$28b
Furniture3.4%$12b
Fashion9.5%
$33.2b
FashionAccessories
5.5%$225b
ConsumerDurable
4%$14b
Health, beauty
&pharmacy3.8%
$13.3b
ConsumptionSpending
$350 billion
CUSTOMER RELATIONSHIP MANAGEMENT
COMPANY PROFILE
Pantaloon Retail (India) Limited, is India’s leading retailer that operates
multiple retail formats in both the value and lifestyle segment of the Indian consumer
market. Headquartered in Mumbai (Bombay), the company operates over 12 million
square feet of retail, has over 1000 stores across 71 cities in India and employs over
30,000 people.
The company’s leading formats include pantaloons, a chain of fashion outlets,
Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar , a supermarket chain,
blends the look, touch and feel of Indian bazaars with aspects of modern retail choice,
convenience and quality and central, a chain of seamless destination malls. Some of its
formats include brand factory, blue sky, all top 10 stars and sitara. The company also
operates an online portal, futurebazaar.com
A subsidiary company, Home solutions Retail (India)limited, operate
Home Town, a large – format home solutions store, collection I , selling home furniture
products and ezone focused on catering to the consumer electronics segment.
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CUSTOMER RELATIONSHIP MANAGEMENT Pantaloon Retail was recently awarded the international retailer of the year 2008
by the US – based National Retail Federation (NRF) and the Emerging market retailer of
the year 2008 at the world retail congress held in Barcelona. Pantaloon Retail is the
flagship company of Future Group, a business group Catering to the entire Indian
consumption space .
THE FUTURE GROUP
FutureBazaar.com is owned and operated by Future Bazaar India Ltd. (FBIL). FBIL is a
part of the Future Group, India’s largest retail conglomerate. FBIL is the e-commerce
arm of the Future Group. The company was incorporated in 2007 and began business in
2008.
As part of India’s largest retail chain, we enjoy the benefits of buying in bulk for the
entire group. Our aim is to get you a great range of products at great prices.
Core Competency of the business…what makes us different from others.!!
A choice of more than 20,000 products
Delivery across more than 1500 cities and towns in India covering around 16,000
pin codes
Fast deliveries – tie ups with world leaders in logistics & transportation services
A dedicated Customer Care helpline for any queries
Always offering Manufacturer’s guarantee as opposed to Seller’s guarantee,
which most of the other online shopping sites offer
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CUSTOMER RELATIONSHIP MANAGEMENT Aggressive Prices –FutureBazaar.com has the benefit of leveraging the sourcing
network of the Future Group’s retail chains. This sourcing network straddles a
wide range of product requirements, thus being able to offer us economies of
scale thereby - unbelievable prices to it’s customer.
Unmatched Selection of Products and Brands – We have more than 20,000
products which creates the flexibility to offer a large range of choices to
customers. We also have partnerships with most of the brands available in the
country, which allows us to get the latest in the range to our customers. We have
been able to create some major popularity ripples with our corporate clients with
products like mobiles, electronics, laptops, MP3 players, T-shirts, Gift Vouchers
and so on.
Seamless end-to-end Logistics Solution – We pride ourselves in having built an
end-to-end logistics solution; right from stocking, dispatching, and delivery
confirmation upto post-sales support. Our back-end infrastructure enables us to
service around 15000 pin codes across India.
Dedicated Customer Care for online customers as well as corporate clients -
We have a dedicated team straddling client servicing, sourcing, logistics and
customer service for all our customers.
"Our Brand Association" - Most importantly out parentage & association with
humungous retail brands like Big Bazaar, Pantaloons, Central and many more,
lends tremendous amount of trust & credibility to our end consumers.
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CUSTOMER RELATIONSHIP MANAGEMENT
About the Future Group
Future Group, led by its founder and Group CEO, Mr. Kishore
Biyani, is one of India’s leading business houses with multiple businesses spanning
across the consumption space. While retail forms the core business activity of Future
Group, group subsidiaries are present in consumer finance, capital, insurance, leisure
and entertainment, brand development, retail real estate development, retail media
andlogistics .
Led by its flagship enterprise, Pantaloon Retail, the group operates
over 11 million square feet of retail space in over 63 cities and towns and 65 rural
locations across India. Pantaloon Retail was awarded the International Retailer of the
Year - 2008, by the US-based National Retail Federation, the largest retail trade
association and the the Emerging Market Retailer of the Year 2008 at the World
Retail Congress in Barcelona.
Future Group believes in developing strong insights on Indian
consumers and building businesses based on Indian ideas, as espoused in the
group’s core value of 'Indian ness'. The group's corporate credo is, 'Rewrite rules,
Retain values'. More about Future Group.
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CUSTOMER RELATIONSHIP MANAGEMENT
The FutureBazaar.com Promise:
Manufacturer’s warranties on all products
Future Bazaar sells only original products from authorized dealers; so all applicable
products carry the original manufacturer’s warranty. Customers can visit any of the
authorized service centers of the manufacturer if required. The invoice accompanying the
product is your warranty document, so please preserve it.
Guaranteed Delivery
Future Bazaar guarantees to deliver the exact product you selected, without defects. In
case you have received a different product, or if the product was damaged in transit,
please let us know and and we will ensure that we replace the product or ensure that your
money is refunded
Please note that delivery times vary according to products. 95% of our deliveries take
place within the committed time period. For the occasional delays, we will contact you
and update you about the status.
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CUSTOMER RELATIONSHIP MANAGEMENT Secure Payments
We are committed to ensuring that no payment misuse happens, so we work with banks
and payment gateways to ensure that your information is protected. Payments are
protected both by us and by the policies of your bank, and the chances of fraud in these
channels are actually very low.
We also have a Risk Management team that scrutinizes all payments to ensure
that there are no fraudulent transactions. Our office address is also available for any one
who wishes to contact us in person. Moreover, being part of India’s largest retail
company with a presence all over India, we are omnipresent!
Our Simple 15-Day Return Policy - No questions asked!
If you have purchased something at FutureBazaar.com and the product did not meet your
expectations or does not fit your needs, then you can return the product to us, no
questions asked, as long as it is in its original packaging and accompanied by its invoice.
Just contact our Customer Care and we’ll arrange to pick up the product from your home
- simple.
Prompt Customer Support
Our Customer Care is manned by dedicated personnel, who can take decisions and
resolve your problems. They are empowered to solve your problems and are aware of the
processes and means to handle them. In case they cannot solve the problem at their end,
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CUSTOMER RELATIONSHIP MANAGEMENT they will trigger the required action on your behalf or advise you the best possible
method to a successful fulfillment of all your queries/issues. Be assured that when you
call us, your call is being taken seriously.
Values:
o Indian ness: confidence in ourselves.
o Leadership: to be a leader, both in thought and business.
o Respect & Humility: to respect every individual and be humble in our
conduct.
o Introspection: leading to purposeful thinking.
o Openness: to be open and receptive to new ideas, knowledge and
information.
o Valuing and Nurturing Relationships: to build long term relationships.
o Simplicity & Positivity: Simplicity and positivity in our thought, business
and action.
o Adaptability: to be flexible and adaptable, to meet challenges.
o Flow: to respect and understand the universal laws of nature.
Mission:
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CUSTOMER RELATIONSHIP MANAGEMENT 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.
We will be the trendsetters in evolving delivery formats, creating retail
realty, making consumption affordable for all customer segments – for classes and for
masses.
We shall infuse Indian brands with confidence and renewed ambition.
We shall be efficient, cost- conscious and committed to quality in whatever we do.
We shall ensure that our positive attitude, sincerity, humility and united
determination shall be the driving force to make us successful.
Sone Ki Chidiya
When the Mughals first came to India they were drawn by the lure of her fabulous wealth
- India was known as the "Sone Ki Chidiya," literally - "The Golden Bird".
According to economic historian Angus Maddison in his book The World
Economy: A Millennial Perspective, India had the world's largest economy in the 1st
century and 11th century, with a 33% share of world GDP in the 1st century and 29% in
1000 CE. During 1700 AD, Mughal era, India’s share was 24%, more than the whole of
Western Europe. It came down to 3.8% in 1950s. Paul Kennedy, in his highly regarded
book, The Rise and Fall of the Great Powers: Economic Change and Military Conflict
33
CUSTOMER RELATIONSHIP MANAGEMENT from 1500 to 2001 estimates that in 1750 India's share of the world trade was nearly 25
percent. It came down to 0.5% in the 1960s and now stands at around 1.5%.
The Indian economy is once again at the centre of the global attention. As domestic
consumption drives economic growth in India, Future Group hopes to play a pivotal role
in bringing back the Sone Ki Chidiya.
Awards:
Images Fashion Forum 2011
Most Admired Fashion Group Of The Year - Future Group
Most Admired Private Label - Pantaloons, the lifestyle format
Critics Choice For Pioneering Effort In Retail Concept
Creation - Central
Coca-Cola Golden Spoon Awards 2010
Most Admired Food & Grocery Retailer Of The Year
Most Admired Food Court
Most Admired Food Professional
Indian Retail Forum Awards 2009
Most Admired Retail Company of the year - Future Group
34
CUSTOMER RELATIONSHIP MANAGEMENT Retail Face of the Year - Kishore Biyani
Best Retailer Of The Year ( Hypermarket) - Big Bazaar
Future Group was awarded the Most Admired Retail Company of the year
by the Indian Retail Forum at a glittering ceremony organized in Mumbai. Mr. Kishore
Biyani also won Retail Face of the Year.
India Retail Forum (IRF) is a platform for intellectual insights and
information exchange for the retail business in the Indian subcontinent. The forum
presents the business of retail in the region to a global audience, with the express aim of
facilitating understanding about and encouraging investment in this massive marketplace.
Big Bazaar, the value format of Future Group bagged the Best Retailer of the Year
( Hypermarket).
The INDIASTAR Award 2009
Food Bazaar: Best Packaging Innovation
Food Bazaar bagged the INDIASTAR Award for Best Packaging Innovation in India, for
its private label brand Fresh And Pure Chakki Atta.
35
CUSTOMER RELATIONSHIP MANAGEMENT INDIASTAR Award is a biennial event which aims to promote and encourage excellence
in packaging design, innovation and technology. The contest was established in 1972 and
is considered as the most popular and premier event for India’s packaging fraternity. This
year there were around 357 entries and the participants had to submit a sample of their
designs for selection.
With this award, Pantaloon Retail (India) Limited becomes the first Indian Retailer to win
the prestigious INDIASTAR Award.
Retail Asia Pacific 500 Top Awards 2009
Gold Winner -Top Retailer 2009 Asia Pacific
Retail Asia Publishing Pte, the institutor of these awards, aims to set a platform that
appraise, raises and recognizes the development and growth of retailing throughout the
Asia Pacific region.
Coca-Cola Golden Spoon Awards 2009
Most Admired Food & Grocery Retail Visionary of the Year: Kishore Biyani.
Most Admired Food & Grocery Retailer of the Year – Supermarkets: Food
Bazaar.
Most Admired Food & Grocery Retailer of the Year - Hypermarkets: Big Bazaar.
36
CUSTOMER RELATIONSHIP MANAGEMENT Most Admired Retailer of the Year - Dynamic Growth in Network Expansion
across Food, Beverages & Grocery: Future Group.
Most Admired Food & Grocery Retailer of the Year - Consumer's Choice: Big
Bazaar.
The Coca-Cola Golden Spoon Awards 2009, were given away for the first time as
a culmination of the ‘Food Forum India 2009’ - a two day convention which saw
the participation of leading brands, retailers & retail support organizations from
across the globe. The awards were presented to honour enterprise, innovation and
achievement in the food retailing business as a benchmark of excellence.
Future Ventures:
Future Ventures, seeks to promote and participate in innovative and emerging business
ventures in India. The company intends to play a role in powering entrepreneurship, by
promoting or participating in diverse business activities, primarily in “consumption-led”
sectors in the country, which it defines as sectors whose growth and development will be
determined primarily by the growing purchasing power of Indian consumers and their
changing tastes, lifestyle and spending habits.
The company will also participate in businesses where it exercises control or influence,
and can add value as active shareholders, by utilizing the experience and knowledge of
the Future Group, and specifically its parent, Pantaloon Retail
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CUSTOMER RELATIONSHIP MANAGEMENT
Meet India's King of Retail
Pantaloon's Kishore Biyani has become India's largest retailer, but still has several aces
up his John Miller shirtsleeves.
In India's chaotic markets, Kishore Biyani is the unchallenged king of retail. He has the
knack of catching rivals off-guard and striking where it hurts most.
And now that he's set himself the task of retaining control of the largest retail space in the
country, he won't let anyone - suppliers or international promoters included - catch him
slacking.
The latest to face the wrath of the 43-year-old is South African hypermarket Shoprite,
which opened shop in Mumbai [ Images ] last month through a franchise agreement with
local company Normal Lifestyle.
38
CUSTOMER RELATIONSHIP MANAGEMENT The hypermarket began retailing products from big boys Nestle [ Get Quote ], Unilever
and Procter & Gamble at consumer discounts of 20-30 per cent, lower than even Biyani's
purchase prices in his Big Bazaar and Food Bazaar stores.
Instead of chewing his nails, Biyani turned confrontationist, asking why the
multinationals were offering Shoprite better prices, even withdrawing Nestle products
from his stores when the company did not respond.
Two days later the Nestle products were back, but not before the company had clarified
its stance. Says Biyani, "Shoprite is involved in predatory pricing. There are rules against
this in every part of the world."
But as a result of his tough stance, the three MNCs have asked Shoprite to roll back the
offers or face withdrawal of supplies, he says.
And he was proved right when the Kolkata Pantaloon store became a raging success and
Biyani stepped on to the turf as a super retailer.
Other professionals have wondered where Biyani picked up the tricks of the retailing
trade. Some he learned from his own mistakes, he admits. Others he picked up from the
big boys of international retail.
39
CUSTOMER RELATIONSHIP MANAGEMENT "I read every book on Sam Walton, Macy's, Marks & Spencer and management gurus
like Tom Peters whose book 'Reimagine' impressed me." Even now he reads a
management book every fortnight - Stephen Covey, Robert Kaplan or James Collins.
But unusual as it might seem, he also made it a point to stay away from these stores. The
reason: "By going to a Wal-Mart or a Macy's, you could get overwhelmed into thinking
that was the best model and stop learning," he says.
Mr.Gopikishan Biyani, whole time Director
Gopikishan Biyani is a commerce graduate and has more than twenty years of experience
in the textile business.
Mr.Rakesh Biyani, Whole time Director
Rakesh Biyani is a commerce graduate and has been actively involved in category
management; retail stores operations, IT and exports. He has been instrumental in the
implementation of the various new retail formats.
Mr. Vijay kumer chopra, Independent Director
V.K Chopra is a fellow member of The Institute of chartered Accountants of India (ICAI)
by profession and is a certified Associate of Indian Institute of Bankers (CAIIB). His
banking career spans over 31 years and he has served senior management position in
Central Bank of India, oriental Bank of commerce, SIDBI , Corporation Bank and SEBI.
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CUSTOMER RELATIONSHIP MANAGEMENT
Major Milestones
1987 Company incorporated as man wear private Limited. Launch of pantaloons
trouser,
India’s first trouser brand.
1991 Launch of BARE, the Indian jeans brand.
1992 Initial public offer(IPO)was made in the month of may.
1994 The Pantaloon Shoppe – exclusive menswear Store in franchisee format launched
across the nation. The company starts the Distribution.
1995 John miller – formal shirt brand launched.
1997 Company enters modern retail with the launch of the first 8000 square feet store,
pantaloons in Hyderabad.
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CUSTOMER RELATIONSHIP MANAGEMENT
2002 Three Big Bazaar stores launched within a span of 22 days in kolkata, Bangalore
and Hyderabad.
2003 Food Bazaar, the supermarket chain launched.
2005 Central- India’s first seamless mall is launched in Bangalore.
2006 Group moves beyond retail, acquires stakes in Galaxy Entertainment, Indus
League clothing and-Planet-Retail. Sets up India’s first Real Estate investment
fund kshitijti build a chain of shopping malls.
2007 Future Capital Holdings, the company’s financial is formed to manage over $ 1.5
Billion in real estate, private equity and retail infrastructure funds.
Plans forays into retailing of consumer finance products. Home Town, a home
building and improvement Products retail chain is launched along with Consumer
durables format, Ezone and furniture Bazaar.
Future Group enters into joint venture Agreements to launch insurance products
with ltalian insurance, major,Generali,Forms joint ventures with US office
stationery Retailer, staples.
2008 Future Group crosses $1 billion turnover mark Specialized companies in retail
media, Logistic, IPR and brand Development and Retail – led technology services
become Operational. Pantaloon retail wins the International retailer of the year at
US Based national retail federation convention in New York and Emerging
42
CUSTOMER RELATIONSHIP MANAGEMENT retailer of the year Award at the world retail congress held in
Barcelona.futurebazaar.com becomes India’s most popular shopping portal.
2009 Future capital Holdings becomes the second Group Company to make a
successful initial Public offering in the Indian capital markers. Big Bazaar crosses
the 100 – store mark, Marking one of the fastest ever expansion of A hypermarket
format anywhere in the world. Total operational retail space crosses 10million
Square feet mark. Future group acquires rural retail chain, Andhra present in 65
rural locations.
STORE STRUCTURE
STORE
MANAGER
ASSISTANT
STORE
MANAGER
DEPARTMENT
MANAGER
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CUSTOMER RELATIONSHIP MANAGEMENT
ASSISTANT
DEPT
MANAGER
TEAM
MEMBERS
DEPARTMENTS
DEPARTMENTS SUBDEPARTMENT
CLOTHING Children
Ladies wear
Men’s wear
HOME FASHION Bath linen
Kitchen linen
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CUSTOMER RELATIONSHIP MANAGEMENT
Table linen
Homes accessories
FASHION ACCESSORIES Jewelry
Hand bags
Sunglasses & watches
FOOT WEAR Nike
Reebok
LUGGEAGE Bags
Trolley and suitcase
PLACTICS,UTENCILS Crockery
& CROCERY Plastics
Utensils
BLUE SKY Fashion accessories
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CUSTOMER RELATIONSHIP MANAGEMENT
COMMUNICATIONS Accessories
Carrier
Hard ware
CURE & CARE Non prescription
DEPOT Books
Multimedia
Stationary
ELECTRONICS Consumer durables
Computer accessories
Personal electronics
FOOD BAZAAR Fruits and Vegetables
Chef zone
Chill zone
LEE COPPER Lc ladies
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CUSTOMER RELATIONSHIP MANAGEMENT
Lc men
LOOT MART Kids Accessories
Ladies Accessories
Men’s Accessories
NAVRAS Precious jewelry
STAR & SITARA Personal Grooming
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CUSTOMER RELATIONSHIP MANAGEMENT
DATA ANALYSIS AND INTERPRETATION
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CUSTOMER RELATIONSHIP MANAGEMENT
TABLE: 1
1) How do you know about this Big Bazaar?
No of samples: 100
TOTAL NO OF PERSONS PERCENTAGEAdvertisement 55 55%Friends& Relatives 45 45%
45%
55%
0%
10%
20%
30%
40%
50%
60%
advertaisement friends
Series1
Interpretation:
The analysis of the above table show that 55% of respondents know by Advertisement
and 45% of Respondents know by Friends & Relatives.
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CUSTOMER RELATIONSHIP MANAGEMENT
TABLE:2
2) What products do you like to purchase in our mall?
No of samples: 100
TOTAL NO OF PERSONS PERCENTAGEElectronic Goods 26 26%Cloths 21 21%Toys 17 17%Food items 36 36%
26%
21%17%
36% Electronics
Clothes
Toys
Food items
Interpretation:
The analysis of the above table show that 26% of respondents electronic goods, 21% of
respondents cloths, 17% of respondents toys and 36% of respondents are food items
purchasing in the mall .
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CUSTOMER RELATIONSHIP MANAGEMENT
TABLE: 3
3) Do you feel that our products are lesser price by comparing othermall ?
No of samples: 100
TOTAL NO OF PERSONS PERCENTAGEMostly Agree 63 63%Strongly Agree 22 22%Mostly Disagree 10 10%Strongly Disagree 5 5%
63%22%
10% 5%
Mostley agree
Strongley agree
Mostley disagree
Strongley disagree
Interpretation:
The analysis of the above table show that 63% of respondents mostly agree, 22% of
respondents strongly agree, 10% of respondents mostly disagree and 5% of respondents
strongly disagree about product prices in the mall.
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CUSTOMER RELATIONSHIP MANAGEMENT
TABLE: 4
4) Do you satisfied with the Big bazaar offers?
No of samples: 100
TOTAL NO OF PERSONS PERCENTAGEMostly Agree 62 62%Strongly Agree 23 23%Mostly Disagree 11 11%Strongly Disagree 4 4%
4%11%
23%
62%
0%
10%
20%
30%
40%
50%
60%
70%
Mostley agree Strongleyagree
Mostleydisagree
Strongleydisagree
Series1
Interpretation:
The analysis of the above table show that 62% of respondents mostly agree, 23% of
respondents strongly agree, 11% of respondents mostly disagree and 4% of respondents
strongly disagree about offers in the mall.
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CUSTOMER RELATIONSHIP MANAGEMENT
TABLE: 5
5) Do you feel that our associates are given good service to you?
No of samples: 100
TOTAL NO OF PERSONS PERCENTAGEGood 22 22%Satisfactory 56 56%Average 18 18%Poor 4 4%
GoodSatisfactory
AveragePoor
S1
22%
56%
18%
4%0%
10%
20%
30%
40%
50%
60%
Series1
Interpretation:
The analysis of the above table show that 22% of respondents good, 56% of respondents
satisfactory, 18% of respondents average and 4% of respondents are feel poor services
giving in the mall.
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TABLE: 6
6)How do you feel about the time taken by the customer service department Of this mall in meeting your needs?
No of samples: 100
TOTAL NO OF PERSONS PERCENTAGE
Very quick 32 32%
Delayed 15 15%
Responsive 53 53%
Interpretation:
The analysis of the above table show that 53% of respondents very quick, 32% of
respondents delayed and 15% of respondents responsive about customer service
department.
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CUSTOMER RELATIONSHIP MANAGEMENT
TABLE: 7
7) Are you feeling comfortable by shopping in this mall?
No of samples: 100
TOTAL NO OF PERSONS PERCENTAGEGood 32 32%Satisfactory 43 43%Average 23 23%Poor 2 2%
32%
43%
23%
2%
0%5%
10%
15%
20%
25%30%
35%
40%
45%
Good Satisfactory Average Poor
Series1
Interpretation:
The analysis of the above table show that 32% of respondents good, 43% of respondents
satisfactory, 23% of respondents average and 2% of respondents are feel poor
comfortable by shopping in this mall .
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CUSTOMER RELATIONSHIP MANAGEMENT
TABLE: 8
8) What is the reason select Big Bazaar for shopping?
No of samples: 100
TOTAL NO OF PERSONS PERCENTAGELesser Price 33 33%Good Service 19 19%Convince 22 22%Availability of products 26 26%
33%
19%22%
26%
0%
5%
10%
15%
20%
25%
30%
35%
Lesser price Good service Convenience Availability ofproducts
Series2
Interpretation:
The analysis of the above table show that 33% of respondents lesser price, 19% of
respondents good service, 22% of respondents convenience and 26% of respondents are
availability of products their select the Big bazaar for shopping.
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CUSTOMER RELATIONSHIP MANAGEMENT
TABLE: 9
9) In a month how many times you visited this mall?
No of samples: 100
TOTAL NO OF PERSONS PERCENTAGEOne time 34 34%Two times 32 32%Three times 23 23%More than three 11 11%
34%
32%
23%
11%
One time
Two times
Three times
More then times
Interpretation:
The analysis of the above table show that 34% of respondents one time, 32% of
respondents two times, 23% of respondents three times and 11% of respondents are more
than three times visiting the mall.
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CUSTOMER RELATIONSHIP MANAGEMENT
TABLE: 10
10) How do you find the ability of this mall compared to other city?
No of samples: 100
TOTAL NO OF PERSONS PERCENTAGEExcelent 13 13%Satisfactory 38 38%Good 42 42%Poor 7 7%
Interpretation:
The analysis of the above table show that 13% of respondents excelent, 38% of
respondents satisfactory, 11% of respondents good and 7% of respondents are feel poor
about ability of this mall.
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CUSTOMER RELATIONSHIP MANAGEMENT
TABLE: 11
11) Will you suggest this mall to your friends/relatives?
No of samples: 100
TOTAL NO OF PERSONS PERCENTAGE
Yes 82 82%
No 18 18%
Interpretation:
The analysis of the above table show that 82% of respondents yes and 18% of
respondents no.
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CUSTOMER RELATIONSHIP MANAGEMENT
TABLE: 12
12) How do you rate the overall experience with this mall?
No of samples: 100
TOTAL NO OF PERSONS PERCENTAGE
Excelent 18 18%
Satisfactory 41 41%
Good 36 36%
Poor 5 5%
Interpretation:
The analysis of the above table show that 18% of respondents excelent, 41% of
respondents satisfactory, 36% of respondents good and 5% of respondents are feel poor
about their overall experience in the mall.
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CUSTOMER RELATIONSHIP MANAGEMENT
FINDINGS AND SUGGESTIONS
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CUSTOMER RELATIONSHIP MANAGEMENT
FINDINGS
On the basis of information on survey of customer relationship management and data
gathered by administering schedules to customers which is analyzed, the following
observations are made.
From the data analysis it is found that more number of respondents know the big
bazaar through advertisement.
From the data analysis it is found that maximum respondents are purchasing food
items in the mall .
From the data analysis it is found that when compare to other malls, more number
of respondents mostly agree about product prices are lesser in this mall.
From the data analysis it is found that maximum of respondents mostly agree
about offers in the mall.
From the data analysis it is found that maximum of respondents satisfying from
the associates services in the mall.
From the data analysis it is found that more number of respondents are respond
the very quick service is giving customer service department.
From the data analysis it is found that more number of respondents satisfy by
shopping in the mall.
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CUSTOMER RELATIONSHIP MANAGEMENT
From the data analysis it is found that more number of respondents like to shop in
Big bazaar because of lesser price.
From the data analysis it is found that more number of respondents are visiting
only one time in a month.
From the data analysis it is found that most of the respondents satisfying the
ability of this mall when compare to other city.
.
From the data analysis it is found that most of the respondents are suggest to their
friends/relatives about the mall.
From the data analysis it is found that more number of respondents satisfy about
their overall experience in the mall.
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CUSTOMER RELATIONSHIP MANAGEMENT
CONCLUSION
• Growth of CRM facilitated by growth of IT.
In this age of Information Technology an effective IT planning on the CRM can help the
organization earn a lot of repute.
• New database solutions.
This will help to filter and clean the raw data received from feedbacks more efficiently.
• Mutual benefit through CRM.
The stores and their customers can mutually benefit through the application of CRM. So
at this “era of customers”, the companies should project themselves as customer oriented
as possible to help them benefit in a long term survival plan.
• Effective segmentation of customers.
With more and better quality of data, this can be done very easily.
• Enhancing the shopping solutions.
This is the age of innovation. Especially in Indian markets, low cost innovation is the
ultimate tool to win the battle for the companies. Thus, the companies need to be
innovative with their ideas and always try to deliver the customer with some added value
for their purchase.
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CUSTOMER RELATIONSHIP MANAGEMENT
SUGGESTIONS
1. Big bazaar management should concentrate on electronic goods and cloths for
Improving the sales of those products.
2. Big bazaar management has to give more offers to their products for generating sales.
3. Big bazaar sales persons should improve their skills to give good service to the
customers.
4. Customer service department should increase their response time to the customer
needs.
5. Big bazaar management has to maintain proper sequence while arranging the
products then only all products are visible to the customers.
6. Big bazaar should increase the availability of all brands.
7. Big bazaar management should improve the home delivery service.
8. Big bazaar management should increase volume of toys in the mall to attracting the
children’s to buy those products.
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CUSTOMER RELATIONSHIP MANAGEMENT
BIBLOGRAPHY
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CUSTOMER RELATIONSHIP MANAGEMENT
Principles of marketing : Phillip kotler
Marketing management : Rjan saxena
Customer relationship mgt : jagdish.seth
News papers : Eenadu, Vaartha,D.C ,
Economic times and etc.
Advertisements : Television, Print Media.
Web sites : www.bigbazaar.in,
www.bigbazaar.com
www.bigshoppingmall.com.
www.pantaloons.com
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CUSTOMER RELATIONSHIP MANAGEMENT
APPENDICES
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CUSTOMER RELATIONSHIP MANAGEMENT
Customer Relationship ManagementQuestionnaire
Name:_____________________ Location:__________________
Age:_______________________ Occupation:________________
Gender (M/F):_______________ Education:_________________
Income:_____________________ Mobile No:________________
Q1) How do you know about this Big Bazaar? [ ] a) By advertisement b) Friends & Relatives
Q2) What products do you like to purchase in this mall? [ ]
a) Electronic Goods b) Cloths c) Toys d) Food items
Q3) Do you feel that big bazaar products are lesser price by comparing other malls? [ ]
a) Mostly Agree b) Strongly Agree c) Mostly Disagree d) Strongly Disagree
Q4) Do you satisfied with big bazaar offers? [ ]
a) Mostly Agree b) Strongly Agree c) Mostly Disagree d) Strongly Disagree
Q5) Do you feel that our associates are given good service to you? [ ]
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CUSTOMER RELATIONSHIP MANAGEMENT
a) Good b) Satisfactory c) Average d) Poor
Q6) How do you feel about the time taken by the customer service department Of this mall in meeting your needs? [ ]
a) Very quickb) Delayedc) Responsive
Q7) Are you feeling comfortable by shopping in our mall? [ ]
a) Good b) Satisfactory c) Average d) Poor
Q8) What is the reason select Big Bazaar for shopping? [ ]
a) Lesser Price b) Good Service c) Convince d) Availability of products
Q9) In a month how many times you visited this mall? [ ] a) One time b) Two times c) Three times d) More than three
Q10) How do you find the ability of this mall compared to other city? [ ]
a) Excellent b) Good b) Satisfactory d) Poor
Q11) Will you suggest this mall to your friends/relatives? [ ]
a) Yes b) No
Q12) How do you rate the overall experience with this mall? [ ]
a) Excellent b) Satisfactory c) Good d) Poor
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