Mera Medicare is a unique business model which has potential to revolutionize healthcare industry by changing the way customers and healthcare professionals interact with each other. Mera Medicare provides an effective-tail platform to both healthcare professionals and customers while solving their key challenges.

1. MERA MEDICARE
Position– Sales and Marketing Trainee
Assignment – Create a Strategy to increase customer retention
About the company
Mera Medicare is a unique business model which has potential to revolutionize healthcare
industry by changing the way customers and healthcare professionals interact with each other. It
provides an effective-tail platform to both healthcare professionals and customers while solving
their key challenges
It is an E-commerce portal for generic medicines which aims to provide cheaper drugs to their
customers.
Customer retention
Customer retention is the activity that a selling organization undertakes in order to reduce
customer defections. Successful customer retention starts with the first contact an organization
has with a customer and continues throughout the entire lifetime of a relationship.[1] A
company’s ability to attract and retain new customers, is not only related to its product or
services, but strongly related to the way it services its existing customers and the reputation it
creates within and across the marketplace.
Strategies to increase customer retention are as follows:
 Build relationship with customers-Customers play an important role in the
company. Therefore it is important to build good relationship with the customers so that
they do not think to switch to the new company.
 Service quality- Company should have to give good quality products so that the
company is able to build the trust of the consumers which is very important for its long
term growth.
 Surprise & Delight your Customers-Depending on your niche, product mix and
margins, sending a small gift to your best customers can be a great way to remind them to
come back while adding the element of surprise and delight.

2.  Implement customerfeedback survey- Feedback is very important now a days.
By doing the survey the company is able to know about the problems of the customers,
about their needs and wants, and after analyzing it the company is able to see where it
stands as compared to its competitors.
 Build relationships online- Various techniques to build relationships online are as
follows:
a) First, set up a LinkedIn group, a Twitter profile, and a Facebook page.
b) Include links to your profiles in all future communications with clients.
c) Now use these channels to aggressively communicate with your customers. Start
linking out to valuable and relevant content, share your thoughts on topics, and engage
with clients who leave comments and feedback.
 Customer Education– Educate the customers about the products so that they are
able the required information before purchasing the product.
 Offer a Discountor Credit to Return - . For many ecommerce merchants,
margins can be tight and if your customers become accustomed to discounting they may
expect it all the time. However, discounting can also be a really effective trigger to
bringing back customers that haven’t purchased in a while.
 Create a systemfor complaints-Sometimes customers want to complain but due
to lack of proper system they don’t complain and switch to other company. So it is good
for the company if they have a proper complaining system for their customers so that the
company is able to increase customer retention.