Customer relationship management (CRM) handles both offline and online customer interactions. Offline retail is managed by specific employees, while online e-retail is handled by a team led by Mr. Vipul Pandey. Their responsibilities include order processing, customer service, complaints, promotions and maintaining customer relationships through communications. The goal is to increase loyalty, sales and retain customers through integrating technology and personal interactions.

1. Customer Relationship
Management (CRM)

2. 1. OFFLINE (RETAIL) Handling by-
• Miss Arti
• Miss Sandhya
2. ONLINE (E-RETAIL) Handling by-
• Miss Monica
• Mr. Alok
• Miss Anshi
• Mr. Jayesh
H.O.D. -
Mr. Vipul Pandey

3. E-RETAIL
 Orders Finalization/ Confirmation
 Back Pairs Status (Details with Reason)
 Courier Tracking
 Hold Pairs status at Warehouse
 Shipment returned by Courier stating
“No service”
 Refunds Processing
 Pending Orders Conversion
 Customer Complaints/ Queries
 Photo mismatch
 Conversation with courier party
 Customer Feedback
 Promotional Sms/Mail
 Docket Sending
 Handling customer care mail id
 Live chat.
RETAIL
 B’DAY and Anni. Message.
 Handling customer care mail id
 Updating Loyalty Discounts of 80+
stores.
 Thanking calls .
 And feedback calls on each 15 days.
 Message sending to Loyal Customers
as per the plans by confirming their
genuinely.
 Following of complains on daily basis.
 Customer Complaints/ Queries
 Preparing all the belonging on new
store opening.
 Retaining Loyal customer.
 Prepare Incentive on LC.

5.  Customer relationship
management (CRM) is an approach to
managing a company's interactions
with current and future customers. It
often involves using technology to
organize, automate, and synchronize
sales, marketing, customer service, and
technical support.

6.  ORDER CONFIRMATION
 VERIFY/HOLD ORDER/CANCEL (OF
CUSTOMER IN REASON OF NOT
AVAILIBILITY OF STOCK TO PROVIDE THE
ORDER AS PER CUSTOMER
REQUIREMENT)
 PROCESSING
 DISPATCH FROM WAREHOUSE
(SHIPMENT OR DOCKET)
 DELIVERY WITH IN 7 WORKING DAYS.

7. HERE THE
CUSTOMER PLACE
THE ORDER
B2C PANNEL

8.  TRACKING :- Communicating to the courier party to
deliver the docket in time and intimate to the customer
his current docket status
 After 15 days of delivery C.R.M. make relationship
strong by taking feedback calls of product , quality,
courier service, website exp.,Executive behavior & last
but not least the Their Valuable suggestions.

9. Making Loyalty Card
Demand Report
Thanking calls on daily
basis.
Buying Behavior
After Finalizing the
store ……
-Giving Order to Printer
man to print invitation
Cards for customers(in case
of opening) with the help of
I.T. and Operations and set
their quotation.
-For Other things quotation
is also set Like
-In Feedback books
-Discount Coupons
-Loyalty Cards
-Envelope
By Making Feedbacks
Report /Feedback Rating
Report
(in context of watching
interest in articles of
customers)
By Making Percentage
Report on the basis of
theirs satisfactory level
By Creating PROBLEM
ON ARTICLES Report

10.  By Making Feedbacks Report /Feedback
Rating Report
 On the basis of ……
 Interest of customer on taking Articles of
Red chief.
 On the basis of their future Demand.

11. •Through mail :- There are two mail id’s on which
the customer mail their problems and after that
C.R.M. take follow-ups and forwarding the
complain to other concerning department for
resolving the customer issues.
•Mail id’s are- retailcare@redchief.in
•& retailcare@redchief.co.in
•C.R.M. Also handling query through I.V.R.
process and updating all data.

12.  OFFLINE
 EXCHANGE WITH IN 7
DAYS (WITHOUT ANY
USE)
1. Size Problem
2. Manufacturing defect
 COMPANY IS
RESOLVING THE ISSUE
AS SOON AS POSSIBLE.
 ONLINE
 EXCHANGE WITH IN 20
DAYS (WITHOUT ANY
USE)
1. Size Problem
2. Manufacturing defect
 Customer Intimation – in
case of size issue customer
will bear the currier
charges and then replace
the shoe.
 In case of manufacturing
defect, company will bear
the currier charges and
then replace the shoe.

14.  We are Doing
 customer data to increase the
sale
 Making direct contact to them.
 By sending them sms on their
contact no.
 Window shopper (Capture the
visitor for make sales and take
their data)
 Send direct invitation to old
customers to retain them.
 Phone call to feel them special
 Make relation on their religious
basis
 We are Instant solving problem
through Live Chat.
 Increase loyal customers' through
our new programs :- like if
customer purchase 3 times in two
months then we should make them
loyal
 Futuristic planning
 Make harmony by making
relation on some occasion
like: on mother’s day,
father’s day and many more
 By proving code or Coupon’s
on customer’s special day.

16. Phone calls, emails, mobile phone text messages, or
WAP services :
Having access to customers contact details and their service or
purchase preferences through databases etc can enable
organisations to alert customers to new, similar or alternative
services or products
- Illustration: When Articles are purchased online via
redchief.co.in, the website retains the customers details and
their purchase history. The website regularly send emails to
previous customers to inform them of similar upcoming
events or special discounts. This helps to ensure that
customers will continue to purchase Articles from red
chief.co.in in the future.

17.  Loyalty Scheme :-
“the primary role of a loyalty scheme is to gather data
about customers as per our company norms.
On purchase of 4000/- Rs. And above get 5% discount on
next bill which will be applicable for 1 year up to the
purchase of 12,000/-Rs..
 CRM software- “Front office” solutions
- “Many company use CRM software to store all of their
customer's details. When a customer calls and making
contact and also keeping all information on a customer
in one place, a company aims to make cost savings, and
also encourage new customers”

18.  “Today’s businesses compete
with multi-product offerings
created and delivered by
networks, alliances and
partnerships of many kinds.
Both retaining customers and
building relationships with
other value-adding allies is
critical to corporate
performance”.
 “The adoption of C.R.M. is
being fuelled by a recognition
that long-term relationships
with customers are one of the
most important assets of an
organisation”

19. RETAIL &
E-RETAIL
DIVISION