presentation file for Customer relationship management of Flipkart

1. Customer
Relationship
Management of
Flipkart PRESENTING BY: ROHAN
COURSE : MBA 2ND SEM
ROLL NO : 200037070002

2. INTRODUCTION
BACKGROUND OF THE STUDY
LET US FIRST TRY TO UNDERSTAND WHAT WE MEAN BY CRM WHICH STAND FOR CUSTOMER RELATIONSHIP MANAGEMENT INCLUDES
IN IT ALL THE POSSIBLE AND PROBABLE MEANS OF INTERACTION THAT A COMPANY HAS WITHITS CUSTOMER,IRRESPECTIVEOFTHE
FACTWEATHERITISRELATEDTOSALESOR RELATED TOSERVICE.
OBJECTIVE OF THE STUDY
The main objective of study: -
 Tounderstandthegenesisandconceptof“CRMof Flipkart.com”.
 Toanalysisimportance,function,advantage,andlimitationsofCRMofFlipkart.
 TodetermineandmeasurethesatisfactionlevelintheservicesprovidedbyFlipkart among thecustomers.
 Tomeasuretheavailabilityofseveralstuffsatthewebportalof Flipkart.
 Toawarethecustomersabouttheservices andoffersprovidedbyFlipkartwith the special reference toFlipkart.
To improve the availability of several stuffs at the web portal and influencethe customers to access Flipkart for shopping

3. PROFILE OF THE COMPANY
Company Profile Flipkart is an Indian e-commerce which founded by Sachin Bansal and Binny Bansal in 2007. It
Headquartered in Bangalore, Karnataka. The Bansal control 37% of flipkart equity, accel Partners and tiger global together control
48% and the management holds remaining 15%.
Flipkart came in to the light Because of its cash-on-delivery model that has proven to be of great significance since the credit card
and net banking penetration is very low in India.
Major competitor of flipkart.com

4. REVIEW OF LITERATURE
Importance of literature review:
 It indicates weather the evidence already available solves the problem adequately
without requiring further investigation. It avoids the replication.
 It provides the sources for hypothesis. The researchers can formulate research
hypothesis on the basis of available studies.
 It suggests method, procedure sources of data and statistical techniques
appropriate to the solution of the problem.
 It helps in developing expertise and general scholarship of the investigator in the
area of investigated.
 It contributes towards the accurate knowledge of the evidence or literature in
one’s area of activity is Good Avenue towards making oneself. Whether one is
employed in an institute of higher learning or a research organization, this
knowledge is an asset.
 It provides some insight regarding strong points and limitations of the previous studies

5. RESEARCH METHODOLOGY
o Primary Data
Method of data collection was done by the way of
survey. Primary data was collected through field survey
with the help of structured questionnaire. The questionnaire
was filled by the consumers to know the satisfaction level of
Flipkart and attained by using also took the personal interview
oftheDeliveryBoysofFlipkartinKolkataregion.
o Secondary Data
Secondarydataisthedata whichhas alreadybeen collectedby
someoneelse forthe same, similar orfordifferentpurpose.The
secondarydata was also collectedthrough variousresearchesand
websites.Thesecondarydatawasusedforthepurposeof preparing
questionnaires, industry & company profiles.

6. Limitation of Thestudy
 Reliability of data:As the data are collectedthrough both
internet and from survey analysis, reliability of the data is
questionable.
 LimitedData:The data we get are so much limited therefor
the exact result of the project may be different in other areas.
 Scopeof theproject:thescope of theproject is very much
shorttherefor discussing in large scale is impossible
 Lack of the research experience.
 Problem in participate in study: Many consumers were also not get
ready to participate in the research study.
RESEARCH METHODOLOGY

7. Conceptual FrameWork of CRM
What is CRM
Who is your Customer
Why – customer relationship management
Key Elements of CRM
Success factors of CRM

8. Survey Research
For case study a survey was conducted from November2015 to February2016 for the project “CRM of Flipkart”. This survey
was done on the basis of 105 respondents from various sectors.
 ON The basis of gender.
Respondent Frequency Percentag cumulative
percentage
Male 61 61% 61%
Female 39 39% 100%
Total 100 100%
Female
39%
Male
61%
Survey Research
Gender respondent
Gender respondent

9. Age-group Frequency Percentage
cumulative
percentage
0-20 16 16% 16%
21-30 41 41% 57%
31-40 27 27% 84%
41-50 9 9% 93%
above 50 7 7% 100%
Total 100 100%
41-50
9%
31-40
27%
21-30
41%
above 50
7%
0-20
16%
 ON The basis of age group.
0-20 21-30 31-40 41-50 above 50
Age group of Respondent
Age group of Respondent

10.  ON The basis of monthlyincome.
Monthly
income
(RS)
Frequency Percentage
cumulative
percentage
0-10000 35 35% 35%
above 10000-20000 22 22% 57%
above 20000-30000 18 18% 75%
above 30000-40000 6 6% 81%
above 40000-50000 8 8% 89%
above 50000 11 11% 100%
Total 100 100%
35
22
18
11
8
6
35% 22%
18% 6% 8% 11%
0-10000 above10000- above20000- above 30000-
20000 30000 40000
above 40000-
50000
above50000
35
30
25
20
15
10
5
0
Monthly income of respondent
Monthly income of Respondent

11.  Which One preferable to you?
preferable Frequency Percentage
cumulative
percentage
Online
shopping
65 65% 65%
Offline
shopping
35 35% 100%
Total 100 100%
Online shopping Offline shopping
Preferable between online and offline shopping
Preferable between online and offline shopping

12.  Whatcategoryof product do you purchase fromFlipkart?
Items Frequ
ency
Percentage cumulative
percentage
Book &
Stationery
19 19% 19%
Electronics 30 30% 49%
mobile &
accessories
32 32% 81%
Health & Beauty 13 13% 94%
Others 6 6% 100%
Total 100 100%
35
30
25
20
15
10
5
0 Book &
Stationery
Electronics
mobile &
ascesories
Health&
Beauty
Others
Product Segmentation
Product Segmentation

13.  STRENGTH
 WEAKNESS
 OPPORTUNITY
 THREAT
SWOTANALYSIS OF FLIPKART

14.  I have learned a lot of things while doing this survey like consumer psychology howthey behave, what they want, what they
need, howthey think while collecting the information about Flipkart and also observe the behaviorofDeliveryBoys,howthey
handlethecustomers,howthey communicate with the customers, etc.
 FlipkarthasawidecategoryofStuffssomearecoreproductsandsomeare thepremium products.Mostlycustomersknow
moreaboutcoreproductsin comparison topremium products andthismay bedueto lack of advertising or marketing of the
premium range of products.
 ConsumershaveverygoodexperiencewithFlipkart45%respondentswere highly satisfied, 38% respondents were satisfied which sound
very good result.
CONCLUSION

15. Thank you