This Presentation is about customer relationship management in retail industry to increase customer satisfaction.

1. CRM in Grocery Retail
By: Ravi Shankar Azad

2. Indian Retail Market Segmentation
114
743.9
60.2
38
48.1
196
Indian RetailValue( Rs. thousand Crore)
Clothing
food & Grocery
Jewellery
Entertainment
Home Appliances
Others

3. Process Flow in Retail Industry

4. Customer Touch Points

5. Methods to Improve Customer
Experience
 Access data of nearby store of same chain to be used to fulfill
shortage in emergency.
 Use mobile no. of customers to store their data about purchasing.
 Option of preorder by mobile app/online before coming to store
so that their package can be made ready.
 Option of just message/miss call to pack customers monthly
grocery by using past buying behavior.
 Loyalty cards and special discounts.
 Ability to earn loyalty points anywhere and burn it anywhere.

6. Automatic billing trolley

7. Category Management
 Demand Forecasting for Retail
 Merchandise Assortment Planning for Category Management
 Promotion Optimization
 Regular Price Optimization
 Space Planning

9. General Areas of Operational
CRM
 Sales Force Automation
 Customer Service and Support
 Enterprise Marketing Automation

10. Sales Automation
 Tracking Customer Preferences
 Sales Administration
 Sales Forecasting
 Account Management
 Performance Management

11. Customer Service and Support
 Automation and Coordination (service requests, product returns,
customer complaints, and enquiries).
 Services and support (contact center, call center, web portal, or
face-to-face interaction at a remote location in the field).

12. Enterprise Marketing Automation
 Application of technology to marketing processes.
 Information pertaining to industry trends, macro-environmental
factors and competitors.
 campaign management, event-based marketing, cluster customer
segmentation, individual customer segmentation.
 Increasing marketing efficiency.

13. Analytical CRM
 Analyses customer data.
 Design and execution of targeted marketing & specific customer
campaigns.
 Optimize marketing effectiveness.
 Analysis of customer behavior to aid product and service decision
making.
 Prediction of the probability of customer defection.

14. Applications of Analytical CRM
 Campaign management and analysis.
 Customer segmentation.
 Customer satisfaction measurement.
 Price Optimization.
 Risk Management.
 Contact Optimization.

15. Security and Privacy-Issues
 Customer data being lost.
 Hacking.
 Misuse of data.

16. Security and Privacy-Solutions
 Encryption of sensitive data.
 Providing the security foundation for critical data and applications.
 Protects critical data from both internal and external threats.

17. References
 International Journal of EmergingTechnology and Advanced Engineering
(Volume 2, Issue 3, March 2012) “SmartTrolley in Mega Mall” by J.S.Awati &
S.B.Awati
 http://www.academia.edu/4287442/CRM_IN_RETAIL_INDUSTRY
 http://www.cybage.com/pages/retail/retail-crm.aspx
 http://www.crmnext.com/industries/retail/

18. ThankYou 