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  1. 1. Objectives <ul><li>Customer –THE BIG BOSS </li></ul><ul><li>Customer satisfaction, value and loyalty </li></ul><ul><li>CRM (Customer Relationship Management) </li></ul><ul><li>Customer Relationship Levels and Tools </li></ul><ul><li>Changing nature of customer relationships </li></ul>
  2. 2. Customer <ul><li>&quot; When you understand that your success is directly tied to the world of which you are a part, then service to others is just what makes sense .“-JOHN WOODS </li></ul><ul><li>Why they are important? </li></ul><ul><li>Repeat business is a backbone of selling. </li></ul><ul><li>Organizations are dependent upon their customers, If they don’t develop customer loyalty and satisfaction, they could loose their customers. </li></ul><ul><li>Without C there is no O. </li></ul><ul><li>O fulfills the need of C and in turn it makes it possible for them to achieve business aims. </li></ul>
  3. 4. <ul><li>Type Hypermarket </li></ul><ul><li>Founded 2001 </li></ul><ul><li>Headquarters Jogeshwari, Mumbai </li></ul><ul><li>Industry Retail </li></ul><ul><li>Products Department, Grocery store </li></ul><ul><li>Promoter Kishore Biyani </li></ul><ul><li>Parent Pantaloon Retail India Ltd. </li></ul><ul><li>Punch line “Is se sasta aur accha kahi nahi” </li></ul><ul><li>Currently 83 outlets </li></ul>
  4. 5. MISSION AND VISION <ul><li>“ Future group shall deliver everything, everywhere, every time for every Indian consumer in a most profitable manner”-Vision </li></ul><ul><li>“ We share the vision and believe that our customer and stakeholders shall be served only by creating and executing future scenarios in the consumption space leading to economic development” </li></ul><ul><li>We will be the trend setters in evolving delivery formats, creating retail reality, making consumption affordable for all customer segments . </li></ul><ul><li>We shall infuse Indian brand with confidence and renewed ambition. </li></ul><ul><li>We shall be efficient, cost conscious and committed to quality in whatever we do </li></ul><ul><li>We shall ensure that our positive attitude, sincerity, humility and united determination shall be the driving force to make us successful . </li></ul>
  5. 6. Why Big Bazaar ? <ul><li>One stop shopping at discounted prices. </li></ul><ul><li>Provides the best product at best prices. </li></ul><ul><li>Targets, price conscious majority segment of customers. </li></ul><ul><li>Classless destination </li></ul><ul><li>Attracts a few thousand customers per day. </li></ul><ul><li>“ Is se sasta aur accha kahi nahi” </li></ul>
  6. 7. SERVICES AND VALUE FOR OUR CUSTOMER <ul><li>“ We consider it our duty to keep our customer in mind at every step”. </li></ul><ul><li>“ We go that extra mile &buy directly from the source and in bulk so that we get the best rates”. </li></ul><ul><li>“ We keep our margins low, so that we can offer you the best prices on product that are of outstanding quality. This we believe is the true value and services that you ,our customer will appreciate . </li></ul><ul><li>With your support, it shall be our effort further to reduce our prices, once our volume increases. </li></ul>
  7. 8. Our current linkages…. Fresh Produce : Safal Bangalore Ongoing Hariyali Bazaar North Pilot Field Fresh North Pilot Adani Apples Current Farmer groups Maharashtra Mango season Commodities : Oil Ruchi Soya Ongoing Sugar/Rice Millers across India Ongoing Wheat Farmer groups Harda M.P.
  8. 10. CUSTOMER SATISFACTION <ul><li>Customer service helpdesk </li></ul><ul><li>Home Delivery </li></ul><ul><li>Online internet service </li></ul><ul><li>Exchange offer </li></ul><ul><li>Product and Service Quality </li></ul><ul><li>Process and Trained Staff </li></ul>
  9. 11. Feedback Forms
  10. 14. Customer Service and Appearance
  11. 15. CUSTOMER LOYALTY <ul><li>DELIVERING HIGH CUSTOMER VALUE </li></ul><ul><li>Future Card </li></ul><ul><li>Shakti Card </li></ul><ul><li>Wednesday Bazaar </li></ul><ul><li>Monsoon Dhamaka </li></ul><ul><li>Kitchen mela </li></ul><ul><li>Sabse saste 3 din </li></ul><ul><li>Junk swap offer </li></ul>
  12. 17. You can bring any old items from your house and en cash it for Big Bazaar coupon to shop in any Big Bazaar . Clothes Rs.200 per kg Newspaper Rs.25 per kg Plastics/utensils/leather goods Rs.75 per kg Footwear/ luggage Rs.100 per kg Pet/ beer bottles Rs.15 per kg Tyres Rs.50 per kg Furniture Rs.75/- per kg Others Rs.20 per kg
  13. 18. Customer Service Helpdesk
  14. 19. MONITORING CUSTOMER REACTION <ul><li>Measurement techniques </li></ul><ul><li>Influence of customer satisfaction </li></ul><ul><li>Customer complaints </li></ul>
  15. 21. Clothes Rs.200 per kg Newspaper Rs.25 per kg Plastics/utensils/leather goods Rs.75 per kg Footwear/ luggage Rs.100 per kg Pet/ beer bottles Rs.15 per kg Tyres Rs.50 per kg Furniture Rs.75/- per kg Others Rs.20 per kg
  16. 22. The goal of CRM is to aid organizations in better understanding each customer's value to the company, while improving the efficiency and effectiveness of communication. Customer Relationship Management - Overview CUSTOMER RELATIONSHIP MANAGEMENT
  17. 23. The Customer’s side “ I plan and work a lot to give my family nutritious food and good times… ..and I am looking for a servant, not competitor” • Thanda matlab …. ‘baasi’ (stale) • Packed matlab …. Quality??
  18. 24. Commodity Foods 38% Dry Groceries 20% Fresh Produce 8% Edible Fats 10% Branded Foods 27% Branded Home & Personal Care 35%
  19. 25. <ul><li>Poli-”What kind of product you look forward at Big bazaar? </li></ul><ul><li>Customer-”food product” </li></ul><ul><li>Poli-”Ready to eat or fresh” </li></ul><ul><li>Customer-”Both” </li></ul><ul><li>Poli-”are you satisfied with the food products?” </li></ul><ul><li>Customer-”Yes” </li></ul><ul><li>Poli-”How do you find the prices” </li></ul><ul><li>Customer-”Ok” </li></ul><ul><li>Poli-”Would you like to come here again?” </li></ul><ul><li>Customer-”Yes” </li></ul><ul><li>Poli-”What else do you want from here?” </li></ul><ul><li>Customer-”Nothing” </li></ul><ul><li>Poli-”If any problem with the things over here than you get it replaced?” </li></ul><ul><li>Customer-”Yes easily” </li></ul><ul><li>Poli-”Have you ever compared this store with any other store?” </li></ul><ul><li>Customer-”No we havn’t been to any other place” </li></ul><ul><li>Poli-”So big bazaar has some pretty loyal customers” </li></ul><ul><li>Poli-”So do you buy cosmetics and other things also from here?” </li></ul><ul><li>Customer-”Yes” </li></ul>