This document appears to be a presentation on measuring the effectiveness of customer relationship management at Pantaloons, an Indian retail company. It includes details on Pantaloons such as its vision, mission, products offered, stores and employees. It also discusses Pantaloons' SWOT analysis, Porter's five forces model, objectives of the study, research methodology used, key findings and suggestions. The presentation evaluates parameters like customer service desk, technology role and provides learnings on topics like promotional activities, employee and customer behavior.

1. Presentation
On the Project
“Measuring the effectiveness of customer relationship
management in pantaloons”
NAME: PAUNINGLUNGBE
ROLL-NO. DM16B34
Winter Internship Program

2. Approach
Sector Company Product Service
market value: USD 672
Billion – USD 1.3 Trillion
10% GDP
8% Employment
Supermarket 500(2006) -
8500(2016)
CAGR 7.45% - 24.57%
15 million mom-and-pop stores
GROCERY, FOOD&BEVERAGE
DEPARTMENTAL SOTRES, PHARMACY
BOOKS, MUSIC & GIFT

3. 69%, 69%
8%, 8%
6%, 6%
6%, 6%
2%, 2%
2%, 2%
1%, 1%6%, 6%
Sales 2014
FOOD AND GROCERY
APPAREL
JEWELRY
CONSUMER DURABLE AND
IT
PHARMACY
FURNITURE AND
FURNISHING
FOOTWEAR
OTHERS
22%
14%
13%9%
8%
8%
6%
6%
6%
5%3%
Sales 2015
APPARELS
DEPARTMENTAL STORE
FOOD AND BAVERAGES
HOME AND LIFESTYLE
ENTERTAINMENT
SUPERMARKET
ELECTRONIS
WATCHES AND JEWELRY
PERSONNEL CARE
OTHERS
FOOTWEAR

4. COMPANY
VISION Pantaloons shall deliver Everything, Everywhere, Every time for Every
Indian Consumer in the most profitable manner
MISSION
We shall infuse Indian brands with confidence and renewed ambition
 We shall ensure that our positive attitude, sincerity, humility and united
 Determination shall be the driving force to make us successful
Pantaloons launched in 1997 in Kolkata
12 million sq. feet, 104 stores + 30
factory outlets
Stores present in Tier-1 and Tier-2 cities
35000 Employees

5. P
R
O
D
U
C
T
S
FOOT
WEAR
CLOTHES
APPARELS BAGS
House
hold
PERSONNEL
CARE

6. Strength
Fifth largest retail space
Opportunities
Online and offline
channel
Weakness
Mass goods are local
based
Threats
New competitors
SWOT Analysis

7. Competitive
rivalry
{Moderate-
High}
Threat of new entrants
{High}
Threat of
substitute
product
{Low}
Bargaining power of
suppliers
{Low}
Bargaining
power of
customer
{High}
PORTERS FIVE MODEL

8. Secondary objectives:
- To find out the impact of CRM on the profitability of the organization
- To study the role of information technology in CRM
- To understand the buying behavior
- To find out means of communication play a vital role in persuade
customer
OBJECTIVES: To understand the customer perception about the customer
service delivered by the pantaloons

9. Research Methodology
Research Design Descriptive
Type of sampling Convenience
Sample Size 50 Respondent
Sampling Area Season Mall, Magarpatta City, Pune, Maharastra
Type of Data Primary and Secondary
Data Collection Method Survey Method and Observation Method
Data Collection tool Structured Questionaire
Analysis and interpretation

10. Kinds of consumer
Attired Customer
Admired customer
Retired customer
Fired customer
Hired customer

11. Parameters
of
Evaluation
GREEN CARD
CUSTOMER SERVICE DESK
(CSD)
ROLE OF TECHNOLOGY

12. Cont…
Cash less payment, trial rooms &
parking
Home Delivery
Gift & return policy

13. FINDINGS
Upper level, lower level management & peer is very good
Discipline is well maintain
Green card program have proved useful and convenient to customer

14. Conti…
Loyalty program attracts the customer up to 40%
Shrinkage is very less
End of season sale earn a very high portion of sale upto 35%

15. Suggestion
Billing Counter should be increased
Communication system should be efficient
Employees should be well groomed
Employees should be given training and development
program every month
Segregation should be done regularly
Salary should be increase
One H.R Manager
should be there
permanently

16. Learnings
Promotional
activities
Employees &
Customer
Behavior
Product
Display
Evaluation
of
performance
Types of
customer
Loyalty
program
Operation of
stores
Customer
service desk