1. The document discusses the customer relationship management (CRM) policies of Big Bazaar and Reliance Mart. It describes how each store collects customer data, analyzes customer value, communicates with customers, and handles customer complaints.
2. Big Bazaar segments customers into categories based on their future card transactions and issues different card types. Reliance Mart uses a loyalty program called Reliance One that provides points on purchases and insurance benefits.
3. Both stores aim to retain customers through targeted communications, special offers, clean store environments, and well-trained employees. However, the document also notes some limitations in how each store implements their CRM strategies.
Project on Customer Relationship management at Huge Hyper Market at Big Bazaar And Reliance Mart in India.Big Bazaar and Reliance Mart is the Largest Hyper Market in Indian Retail Chain.
Crm reliance mart and big bazaar - hemanthSanth Lingam
CRM involves tracking customer interactions to create value for both customers and companies. Software like SAP and Oracle are used to store customer information to better understand customers and satisfy them. The goal is improved customer service and targeted marketing. CRM includes front office customer interactions and back office operations that support customers. Reliance Mart's CRM focuses on loyalty, retention, communication, and gratification through programs like memberships offering discounts and insurance. Communication includes SMS, emails, and events. Limitations include inconsistent policies across stores and delayed membership processing.
Reliance Retail aims to establish a customer relationship management (CRM) strategy to create superior customer value and deliver high customer satisfaction. The strategy involves segmenting customers based on a Customer Relationship Index that considers recency, longevity, frequency and value of purchases. Customers will be placed into relationship segments like strangers, acquaintances, friends or true friends. Different relationship propositions and actions will be taken for each segment. The CRM process also includes introducing a rewards program to encourage early and frequent redemptions, and using tools like MySAPCRM for identifying target groups and building campaigns to close business gaps.
CRM and Marketing Strategy
CRM Marketing initiatives
Sales Force Automation
Campaign Management, Call Centers
Practice of CRM: CRM in Consumer Markets
CRM in Services Sector, CRM in Mass Markets
CRM in Manufacturing Sector
Customer Relationship Management Unit-4 IMBA Osmania University
by this project i have measure the how flipkart maintain relationship with its customer and also measure the customer satisfication level by both secondary and primary data analysis...
Retail Marketing and Advertising
Retail Marketing Strategies;
Strategic Positioning;
Retail marketing mix;
Customer relationship management;
Direct marketing;
Micro marketing in retailing, and
Advertising in retailing.
Customer retention and relationship marketingShubham Ahirwar
Customer retention and relationship marketing are important strategies for businesses. Customer retention involves keeping existing customers satisfied through good service and quality products. Relationship marketing emphasizes customer retention and lifetime value through strong customer connections. Businesses can implement various strategies to improve customer retention and build relationships, such as personalized service, social media engagement, rewarding loyal customers, and ongoing communication. The goal is to develop long-term customer loyalty that benefits both the business and customer.
EVOLUTION OF CUSTOMER RELATIONSHIP
CRM-Definition, emergence of CRM practice, factors responsible for CRM growth, CRM Process, framework of CRM, Benefits of CRM, Types of CRM, Scope of CRM, Customer Profitability, Future Trends in CRM, CRM and Cost-Benefit Analysis, CRM and Relationship Marketing, Customer Relationship Management Unit-1 IMBA Osmania University
Project on Customer Relationship management at Huge Hyper Market at Big Bazaar And Reliance Mart in India.Big Bazaar and Reliance Mart is the Largest Hyper Market in Indian Retail Chain.
Crm reliance mart and big bazaar - hemanthSanth Lingam
CRM involves tracking customer interactions to create value for both customers and companies. Software like SAP and Oracle are used to store customer information to better understand customers and satisfy them. The goal is improved customer service and targeted marketing. CRM includes front office customer interactions and back office operations that support customers. Reliance Mart's CRM focuses on loyalty, retention, communication, and gratification through programs like memberships offering discounts and insurance. Communication includes SMS, emails, and events. Limitations include inconsistent policies across stores and delayed membership processing.
Reliance Retail aims to establish a customer relationship management (CRM) strategy to create superior customer value and deliver high customer satisfaction. The strategy involves segmenting customers based on a Customer Relationship Index that considers recency, longevity, frequency and value of purchases. Customers will be placed into relationship segments like strangers, acquaintances, friends or true friends. Different relationship propositions and actions will be taken for each segment. The CRM process also includes introducing a rewards program to encourage early and frequent redemptions, and using tools like MySAPCRM for identifying target groups and building campaigns to close business gaps.
CRM and Marketing Strategy
CRM Marketing initiatives
Sales Force Automation
Campaign Management, Call Centers
Practice of CRM: CRM in Consumer Markets
CRM in Services Sector, CRM in Mass Markets
CRM in Manufacturing Sector
Customer Relationship Management Unit-4 IMBA Osmania University
by this project i have measure the how flipkart maintain relationship with its customer and also measure the customer satisfication level by both secondary and primary data analysis...
Retail Marketing and Advertising
Retail Marketing Strategies;
Strategic Positioning;
Retail marketing mix;
Customer relationship management;
Direct marketing;
Micro marketing in retailing, and
Advertising in retailing.
Customer retention and relationship marketingShubham Ahirwar
Customer retention and relationship marketing are important strategies for businesses. Customer retention involves keeping existing customers satisfied through good service and quality products. Relationship marketing emphasizes customer retention and lifetime value through strong customer connections. Businesses can implement various strategies to improve customer retention and build relationships, such as personalized service, social media engagement, rewarding loyal customers, and ongoing communication. The goal is to develop long-term customer loyalty that benefits both the business and customer.
EVOLUTION OF CUSTOMER RELATIONSHIP
CRM-Definition, emergence of CRM practice, factors responsible for CRM growth, CRM Process, framework of CRM, Benefits of CRM, Types of CRM, Scope of CRM, Customer Profitability, Future Trends in CRM, CRM and Cost-Benefit Analysis, CRM and Relationship Marketing, Customer Relationship Management Unit-1 IMBA Osmania University
This document provides a case study on Big Bazaar, a large Indian retail chain. It summarizes Big Bazaar's business model, marketing strategies, and customer relationship management practices. Big Bazaar offers a wide selection of products at discounted prices under a single roof. It uses various pricing strategies and promotions to attract price-conscious customers. The document also describes Big Bazaar's supply chain, store locations, branding, and recommendations to improve customer service.
1. The document discusses Customer Relationship Management (CRM) strategies used by Nestle. It describes the different types and features of CRM systems as well as how Nestle uses CRM across various divisions.
2. Nestle uses CRM to build relationships with customers by getting feedback, running loyalty programs, and using transaction processing, production control, and collaboration systems.
3. Implementing CRM provides benefits like increased sales, identifying profitable customers, targeted marketing, and enhanced customer satisfaction which can improve Nestle's profitability.
Retail Operations and e-Tailing:
Store Operating parameter;
Using strategic resource model in Retailing;
Designing performance programme;
Online retailing, and
Online retail categories.
Standard Operating Procedures(SOP’s)
and
Checklists for Store Operations
Some important practical terminology
Impulse Products
Ticker (Used to count foot falls)
F&V Dump
FIFO
UDL (Uniform Distribution Load in shelves)
Ethylene generating Vs Ethylene sensitive F&V
Average Bill Value = Total Sales/No. of Bills
Private Labels
TI/TO Register (Transfer In/Transfer Out)
To find success, retail managers must continue to motivate their employees:
Motivators for online shopping
Advantages of online retailing
Disadvantages of online retailing
Strategic Retail Model
Big bazaar customer relationship managementAman Bansal
This document is a project report submitted by Rishi Sharma for the degree of Bachelor of Business Administration from Noida International University. The project focuses on analyzing customer relationship management practices at Big Bazaar, a large retail chain in India. It includes an introduction to CRM and its importance. It also discusses the advantages of CRM for Big Bazaar, such as providing better customer service and increasing revenues. Some challenges in implementing CRM at Big Bazaar are inaccurate product information, lack of product knowledge among sales staff, and difficulties in updating pricing and product details. The report aims to assess how CRM influences customer satisfaction levels and the store's overall success.
Definition and Scope of Retailing;
Retailing Scenario – Global;
Retailing Scenario-India;
Prospects of Retailing in India;
Trends in Retailing;
Retailing formats;
Retail Strategies.
Characteristics of Retailing, Scope of Retailing, Functions of Retailing, History of Retailing In India, Trends in Retailing, Emerging Trends In Retail, Retailing Formats
Steps involved in developing a retail strategy,
to study customer relationship management towards pooja industries.pvt.ltd, ...SaurabhShete11
This document is a project report submitted by Saurabh Balasaheb Shete to Savitribai Phule Pune University in partial fulfillment of the requirements for a Master of Business Administration degree. The project report studies customer relationship management at Pooja Industries, which is located in Ambad MIDC, Nashik, Maharashtra, India. The report includes a declaration by Saurabh, an acknowledgement of those who provided guidance and assistance, an executive summary of the report's contents, and an index of the report's chapters.
This document discusses Michael Porter's theories on competitive forces and competitive advantage. It covers Porter's five forces model, which examines rivalry, threat of substitutes, buyer power, supplier power, and threat of new entrants. It also discusses how firms can achieve competitive advantage through developing resources to achieve either a cost advantage or differentiation advantage. The document provides examples and diagrams to illustrate these concepts from Porter's work.
This document discusses Customer Relationship Management (CRM) and its importance for organizations. It states that CRM considers customers as insiders rather than outsiders and aims to build long-term relationships through commitment, services and quality conforming to customer requirements. CRM is defined as an ongoing process of identifying and creating new value for individual customers over their lifetime with an organization. The document also outlines Gordon's 11 C's of relationship marketing which are key aspects of maintaining customer relationships.
This document discusses operational, analytical, and collaborative CRM. It identifies the key components and relationships between the three types of CRM. Operational CRM facilitates communication with customers and connects to various touchpoints. Analytical CRM blends customer data with external sources to understand customers and boost values. Collaborative CRM enhances customer self-service and participation through many communication channels.
The document discusses customer relationship management (CRM) in the pharmaceutical industry. It defines CRM and explains its importance. It discusses key aspects of CRM including identifying customer needs, developing long-term relationships through trust and value, integrating customer data and channels, and the roles of salespeople in relationship building and management. The document also outlines factors driving the need for CRM and strategies to individualize CRM through customer segmentation, understanding, and integration across departments.
Customer Relationship Management in freight forwardingHeisenberg26
Freight forwarders use customer relationship management (CRM) systems and strategies to gain loyal customers. They collect customer data to develop predictive models and improve communications. Maintaining trust, satisfaction, commitment and service quality builds strong relationships and reduces costs of attracting new customers. Freight forwarders also use key account management, targeting major customers, and customized communication and rewards to strengthen bonds with valuable clients. CRM implementation varies by market but helps freight forwarders efficiently manage customers in highly competitive environments.
Retailing management unit - 2 - IMBA- Osmania UniversityBalasri Kamarapu
Store planning;
Design and Layout;
Retail merchandising;
Supply Chain Management in Retailing, key areas of retail store planning , Steps involved in choosing a Retail Location, Three elements of a good design, Significance/Importance of Store layout, Types of store layout, Layout selection – Chief Considerations, The Rights of Merchandising, basic an in-store merchandising plan , Factors affecting retail merchandising, Process of merchandise planning, Merchandise Buying, Merchandise Performance, Supply Chain Management in Retailing, Supply Chain Integration, Vendor Managed Inventory(VMI), Collaborative Planning, Forecasting and Replenishment(CPFR), Benefits of CPFR
The document describes a final year project on developing a Customer Relationship Management (CRM) system for Entourage Solutions. It provides an overview of the existing manual system and outlines the objectives, features and benefits of developing a web-based CRM system. The system will allow administrators, business developers and clients to manage contacts, leads, projects, quotations and track project status through a centralized online platform. It includes sections on the company profile, proposed system features, design diagrams, implementation details, screenshots and a project schedule.
CRM involves developing and maintaining long-term, mutually beneficial relationships with strategically important customers. It is based on trust and value and aims to deliver superior customer value over time. Customer relationships develop through different stages from initial interactions to long-term partnerships. Salespeople play a key role in building and promoting customer relationships by understanding customer needs and adding value at each stage of development. The goal of CRM is turning prospects into loyal, profitable customers through a value creation process.
CRM involves developing long-term relationships with valuable customers through personalized attention. It maximizes customer lifetime value. A successful CRM implementation requires trained staff, good data use, integration of front and back office systems, and management support. CRM provides benefits like increased sales and profits but also risks like too much information or poor integration. It uses technologies like marketing, sales, service, and e-commerce automation.
1. The document discusses the emergence of customer relationship management (CRM) as a business strategy to focus on building relationships with customers rather than just individual transactions.
2. It outlines some of the key benefits of CRM like increased sales, customer satisfaction and margins as well as decreased costs. CRM allows for more effective cross-selling of products.
3. The document also explores how industries have been affected by CRM and how businesses now operate in the age of customization and personalization enabled by new technologies.
Retailing Management unit - 5 - IMBA Osmania universityBalasri Kamarapu
Retail Management Information System and Retail Research:
Retail Technology and Automations;
Retail Technology and CRM;
Human resources and Executive information systems;
Developing a research Methodology;
Retail audit
CRM is a model for managing a company’s interactions with current and future customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. Samsung uses CRM to expand their global marketing programs and develop a digital network to improve compatibility between products and provide the best solutions for customers. Samsung places consumer needs as their top priority to build trust as a leading market company.
This document discusses customer relationship management (CRM) strategies. It defines CRM as a process that seeks to build long-term customer relationships through carefully managing customer information and touchpoints. It outlines a four-step CRM framework involving identifying, interacting with, differentiating between, and customizing for customers. The document also discusses increasing customer lifetime value, attracting and retaining customers, handling complaints, building loyalty, and provides examples from Apple and Harley-Davidson.
This document summarizes the vision and goals of Zappos and Tony Hsieh for transforming downtown Las Vegas through the Downtown Project. The goals are to make downtown Las Vegas the most community-focused large city in the world by accelerating collisions, co-learning, and connectedness between residents, businesses, artists and tech startups. The $350 million project aims to promote density, diversity, small businesses, education and the arts to catalyze innovation, happiness and economic growth through community development.
This short document discusses creative ads and notes that all copyrights to any photos and music used belong to the original authors. It provides a brief statement on copyright and ownership for visual and audio materials that may be included in advertisements.
This document provides a case study on Big Bazaar, a large Indian retail chain. It summarizes Big Bazaar's business model, marketing strategies, and customer relationship management practices. Big Bazaar offers a wide selection of products at discounted prices under a single roof. It uses various pricing strategies and promotions to attract price-conscious customers. The document also describes Big Bazaar's supply chain, store locations, branding, and recommendations to improve customer service.
1. The document discusses Customer Relationship Management (CRM) strategies used by Nestle. It describes the different types and features of CRM systems as well as how Nestle uses CRM across various divisions.
2. Nestle uses CRM to build relationships with customers by getting feedback, running loyalty programs, and using transaction processing, production control, and collaboration systems.
3. Implementing CRM provides benefits like increased sales, identifying profitable customers, targeted marketing, and enhanced customer satisfaction which can improve Nestle's profitability.
Retail Operations and e-Tailing:
Store Operating parameter;
Using strategic resource model in Retailing;
Designing performance programme;
Online retailing, and
Online retail categories.
Standard Operating Procedures(SOP’s)
and
Checklists for Store Operations
Some important practical terminology
Impulse Products
Ticker (Used to count foot falls)
F&V Dump
FIFO
UDL (Uniform Distribution Load in shelves)
Ethylene generating Vs Ethylene sensitive F&V
Average Bill Value = Total Sales/No. of Bills
Private Labels
TI/TO Register (Transfer In/Transfer Out)
To find success, retail managers must continue to motivate their employees:
Motivators for online shopping
Advantages of online retailing
Disadvantages of online retailing
Strategic Retail Model
Big bazaar customer relationship managementAman Bansal
This document is a project report submitted by Rishi Sharma for the degree of Bachelor of Business Administration from Noida International University. The project focuses on analyzing customer relationship management practices at Big Bazaar, a large retail chain in India. It includes an introduction to CRM and its importance. It also discusses the advantages of CRM for Big Bazaar, such as providing better customer service and increasing revenues. Some challenges in implementing CRM at Big Bazaar are inaccurate product information, lack of product knowledge among sales staff, and difficulties in updating pricing and product details. The report aims to assess how CRM influences customer satisfaction levels and the store's overall success.
Definition and Scope of Retailing;
Retailing Scenario – Global;
Retailing Scenario-India;
Prospects of Retailing in India;
Trends in Retailing;
Retailing formats;
Retail Strategies.
Characteristics of Retailing, Scope of Retailing, Functions of Retailing, History of Retailing In India, Trends in Retailing, Emerging Trends In Retail, Retailing Formats
Steps involved in developing a retail strategy,
to study customer relationship management towards pooja industries.pvt.ltd, ...SaurabhShete11
This document is a project report submitted by Saurabh Balasaheb Shete to Savitribai Phule Pune University in partial fulfillment of the requirements for a Master of Business Administration degree. The project report studies customer relationship management at Pooja Industries, which is located in Ambad MIDC, Nashik, Maharashtra, India. The report includes a declaration by Saurabh, an acknowledgement of those who provided guidance and assistance, an executive summary of the report's contents, and an index of the report's chapters.
This document discusses Michael Porter's theories on competitive forces and competitive advantage. It covers Porter's five forces model, which examines rivalry, threat of substitutes, buyer power, supplier power, and threat of new entrants. It also discusses how firms can achieve competitive advantage through developing resources to achieve either a cost advantage or differentiation advantage. The document provides examples and diagrams to illustrate these concepts from Porter's work.
This document discusses Customer Relationship Management (CRM) and its importance for organizations. It states that CRM considers customers as insiders rather than outsiders and aims to build long-term relationships through commitment, services and quality conforming to customer requirements. CRM is defined as an ongoing process of identifying and creating new value for individual customers over their lifetime with an organization. The document also outlines Gordon's 11 C's of relationship marketing which are key aspects of maintaining customer relationships.
This document discusses operational, analytical, and collaborative CRM. It identifies the key components and relationships between the three types of CRM. Operational CRM facilitates communication with customers and connects to various touchpoints. Analytical CRM blends customer data with external sources to understand customers and boost values. Collaborative CRM enhances customer self-service and participation through many communication channels.
The document discusses customer relationship management (CRM) in the pharmaceutical industry. It defines CRM and explains its importance. It discusses key aspects of CRM including identifying customer needs, developing long-term relationships through trust and value, integrating customer data and channels, and the roles of salespeople in relationship building and management. The document also outlines factors driving the need for CRM and strategies to individualize CRM through customer segmentation, understanding, and integration across departments.
Customer Relationship Management in freight forwardingHeisenberg26
Freight forwarders use customer relationship management (CRM) systems and strategies to gain loyal customers. They collect customer data to develop predictive models and improve communications. Maintaining trust, satisfaction, commitment and service quality builds strong relationships and reduces costs of attracting new customers. Freight forwarders also use key account management, targeting major customers, and customized communication and rewards to strengthen bonds with valuable clients. CRM implementation varies by market but helps freight forwarders efficiently manage customers in highly competitive environments.
Retailing management unit - 2 - IMBA- Osmania UniversityBalasri Kamarapu
Store planning;
Design and Layout;
Retail merchandising;
Supply Chain Management in Retailing, key areas of retail store planning , Steps involved in choosing a Retail Location, Three elements of a good design, Significance/Importance of Store layout, Types of store layout, Layout selection – Chief Considerations, The Rights of Merchandising, basic an in-store merchandising plan , Factors affecting retail merchandising, Process of merchandise planning, Merchandise Buying, Merchandise Performance, Supply Chain Management in Retailing, Supply Chain Integration, Vendor Managed Inventory(VMI), Collaborative Planning, Forecasting and Replenishment(CPFR), Benefits of CPFR
The document describes a final year project on developing a Customer Relationship Management (CRM) system for Entourage Solutions. It provides an overview of the existing manual system and outlines the objectives, features and benefits of developing a web-based CRM system. The system will allow administrators, business developers and clients to manage contacts, leads, projects, quotations and track project status through a centralized online platform. It includes sections on the company profile, proposed system features, design diagrams, implementation details, screenshots and a project schedule.
CRM involves developing and maintaining long-term, mutually beneficial relationships with strategically important customers. It is based on trust and value and aims to deliver superior customer value over time. Customer relationships develop through different stages from initial interactions to long-term partnerships. Salespeople play a key role in building and promoting customer relationships by understanding customer needs and adding value at each stage of development. The goal of CRM is turning prospects into loyal, profitable customers through a value creation process.
CRM involves developing long-term relationships with valuable customers through personalized attention. It maximizes customer lifetime value. A successful CRM implementation requires trained staff, good data use, integration of front and back office systems, and management support. CRM provides benefits like increased sales and profits but also risks like too much information or poor integration. It uses technologies like marketing, sales, service, and e-commerce automation.
1. The document discusses the emergence of customer relationship management (CRM) as a business strategy to focus on building relationships with customers rather than just individual transactions.
2. It outlines some of the key benefits of CRM like increased sales, customer satisfaction and margins as well as decreased costs. CRM allows for more effective cross-selling of products.
3. The document also explores how industries have been affected by CRM and how businesses now operate in the age of customization and personalization enabled by new technologies.
Retailing Management unit - 5 - IMBA Osmania universityBalasri Kamarapu
Retail Management Information System and Retail Research:
Retail Technology and Automations;
Retail Technology and CRM;
Human resources and Executive information systems;
Developing a research Methodology;
Retail audit
CRM is a model for managing a company’s interactions with current and future customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. Samsung uses CRM to expand their global marketing programs and develop a digital network to improve compatibility between products and provide the best solutions for customers. Samsung places consumer needs as their top priority to build trust as a leading market company.
This document discusses customer relationship management (CRM) strategies. It defines CRM as a process that seeks to build long-term customer relationships through carefully managing customer information and touchpoints. It outlines a four-step CRM framework involving identifying, interacting with, differentiating between, and customizing for customers. The document also discusses increasing customer lifetime value, attracting and retaining customers, handling complaints, building loyalty, and provides examples from Apple and Harley-Davidson.
This document summarizes the vision and goals of Zappos and Tony Hsieh for transforming downtown Las Vegas through the Downtown Project. The goals are to make downtown Las Vegas the most community-focused large city in the world by accelerating collisions, co-learning, and connectedness between residents, businesses, artists and tech startups. The $350 million project aims to promote density, diversity, small businesses, education and the arts to catalyze innovation, happiness and economic growth through community development.
This short document discusses creative ads and notes that all copyrights to any photos and music used belong to the original authors. It provides a brief statement on copyright and ownership for visual and audio materials that may be included in advertisements.
How to Deal with an Overbearing Mother w/o Audiosheppar1
This document provides tips for dealing with an overbearing mother, including setting boundaries, using the phrase "I love you but..." to disagree respectfully, writing a letter to explain your feelings, striving to seek self-approval rather than relying on your mother's approval, and considering family therapy if boundary issues persist.
Atlassian User Group, AUG Wiesbaden, 25 October 2012Sarah Maddox
A presentation given at AUG Wiesbaden, entitled "Engaging your readers in the documentation: How and why with social media". Hosted by //SEIBERT/MEDIA.
Milind Patil is a Linux system administrator with over 3 years of experience maintaining Linux environments including Apache, MySQL, firewalls, and virtualization technologies like KVM and Xen. He currently works as a Linux administrator at Winlintech Solutions where his responsibilities include virtual machine provisioning, IP management, server monitoring, and troubleshooting issues with services like Apache, FTP, and spam. Patil has a BE in Computer Engineering and his technical skills include Linux administration, networking, security, databases, web servers and virtualization.
Jenn Lim, CEO of Delivering Happiness, gave a presentation on building a culture of happiness in business. She discussed how her passion for happiness emerged from personal hardships and led to founding Zappos. Zappos prioritizes culture and customer service, which has led to financial success. Research shows vision, meaning and purpose lead to happiness and better business outcomes. The Delivering Happiness movement now aims to spread these ideas globally to inspire happier companies.
This document discusses conventions and theories related to different media forms such as music videos, magazines, and digipaks. It examines how Laura Mulvey's concept of the male gaze is used in music videos, with women often represented in a way that objectifies them for the male viewer. The document also lists some artists like AlunaGeorge and Jessie J that provided inspiration, and discusses stylistic elements like strip bars that were used in a music video to emphasize the song, drawing from techniques in videos by Britney Spears and Rihanna. Other effects like blackouts and fades were employed to showcase the artist/dancers in conjunction with the strip bars, relating back to how Britney Spears used similar techniques.
Slides for burroughs wellcome foundation ajw100611 sefinalSean Ekins
- The document discusses open science and how greater collaboration and data sharing between pharmaceutical companies, academia, and other groups could help accelerate drug discovery. It argues that pre-competitive data and models being made freely accessible in public domains could deliver high value.
- It provides examples of existing open databases and tools but notes that more coordinated efforts are needed to clean up chemistry data on the internet and support those promoting open science. Integrating proprietary and public data through open interfaces in collaborative platforms could benefit all parties.
Parallelizing a Real-Time Steering Simulation for Computer Games with OpenMP ...Bjoern Knafla
Slides from my presentation of a paper with the same title at ParCo 2007 - http://www.fz-juelich.de/nic-series/volume38/knafla.pdf .
Future computer games need parallel programming to meet their ever growing hunger for per- formance. We report on our experiences in parallelizing the game-like C++ application Open- SteerDemo with OpenMP. To enable deterministic data-parallel processing of real-time agent steering behaviour, we had to change the high-level design, and refactor interfaces for explicit shared resource access. Our experience is summarized in a set of guidelines to help parallelizing legacy game code.
The document discusses LAMP (Linux, Apache, MySQL, Perl/PHP/Python), an open source web development platform. It specifically focuses on MySQL, describing it as a fast, widely available and open-source relational database management system (RDBMS) created by Michael "Monty" Widenius in 1995. Key reasons for using MySQL include its speed, availability, open-source and free nature, and wide industry support.
8 ways to cheer up during a hard day at workAnkur Tandon
In a published Infographic follow these 8 ways to cheer up during a hard day at work.
Read more interesting content, at www.thecareermuse.co.in - We intend to inform and inspire recruiters, job seekers and anyone with an interest in the workplace and HR technology.
Hope you enjoyed reading the Infographic.
Feel free to share your feedback with us at @CareerBuilderIn
Grafico diario del dax perfomance index para el 13 08-2013Experiencia Trading
Este documento presenta un análisis técnico del índice Dax Performance usando medias simples para identificar tendencias, niveles de soporte y resistencia, y posibles escenarios de corto y mediano plazo. Incluye gráficos diarios que representan las cotizaciones y varias medias simples para observar el comportamiento del mercado, con el objetivo de intuir su futuro inmediato basado en el análisis técnico del pasado. El documento concluye señalando posibles escenarios del Dax si mantiene o pier
la capa de ozono Es la zona de la estratosfera terrestre que contiene una concentración relativamente alta1 de ozono. Esta capa, que se extiende aproximadamente de los 15 km a los 50 km de altitud, reúne el 90 % del ozono presente en la atmósfera y absorbe del 97 % al 99 % de la radiación ultravioleta de alta frecuencia.
The document discusses challenges with developing infrastructure using Puppet in production environments. It describes how editing and committing code directly to production leads to chaos. To address this, it recommends using branches to represent environments, committing code changes to branches, and then using Mcollective to update Puppet on nodes in that environment. This allows for independent development without impacting production. It also acknowledges the reality that hardcoded values and site-specific code and data can still lead to slow development cycles.
Secrets of e marketing success 2016 presentationMartha Lord
CRM and Business Development Technology expert Chris Fritsch shares keys to eMarketing success for law firms and other organizations including tools, mobile, testing and metrics, event marketing, privacy issues and ROI.
This document discusses how big data can be used in healthcare to improve outcomes. It describes how new IT infrastructure, data security, and data scientists can unlock value from big data. Combining these innovations allows for personalized medicine through customized treatment plans. Collaboration between data experts and health professionals is key to detecting unknown patterns in data that can enhance discovery. Examples are provided of how big data has helped reduce mortality from sepsis and supported medical research through shared data initiatives.
Indian Oil Corporation (Indian Oil) introduced the Petro Card, a magnetic card that allows credit purchases of petroleum products from Indian Oil retail outlets. The Petro Card provides convenience by streamlining fuel management and reporting for vehicle fleets. It offers benefits like monthly expenditure reports, 30 days interest-free credit, fuel consumption monitoring, and accident insurance for cardholders. The Petro Card is available to companies, individuals earning a regular income aged 18 or older, and both IOIB and non-IOIB customers, with credit limits of Rs. 3,000 for a standard card up to Rs. 15,000 for a gold card.
BGP uses the AS path attribute to prevent routing loops. When a route passes through multiple autonomous systems (AS), each AS prepends its AS number to the AS path. Routers will ignore any updates containing their own AS number in the path to avoid loops. This is demonstrated by enabling debugging on R2 - it rejects an update from R4 containing its own AS 65003 in the path. IBGP within an AS also prevents loops through the split horizon rule and a full mesh of IBGP sessions.
Customer relationship management (CRM) involves managing interactions with customers during the sales process. There are four main types of CRM systems: operational, analytical, collaborative, and strategic. Operational CRM uses automation to serve customer relationship strategies, analytical CRM collects data to increase satisfaction and retention, collaborative CRM enables communication between organizations regarding customer service, and strategic CRM aims to win and keep profitable customers. Benefits of CRM include personalization, increased customer retention and productivity, enhanced profitability, saving time and money, data security, and simplified collaboration. Challenges include siloed data between departments, lack of data entry time, ensuring data security, assessing time and costs, defining project scope, and integration issues.
Customer relationship management (CRM) refers to the processes and technologies used to manage relationships with customers. It involves tracking customer interactions across sales, marketing, customer service, and other functions. The key components of CRM include contact and account management, sales, marketing and fulfillment, customer service and support, and retention and loyalty programs. CRM systems allow companies to better understand customer needs and provide personalized customer experiences.
This document discusses Customer Relationship Management (CRM). It defines CRM and explains why it is important for managing customer relationships. It outlines different types of CRM, provides examples of how CRM has helped different companies, and discusses best practices for implementing CRM including assessing needs, defining requirements, training users, and reviewing the system. It also covers common mistakes to avoid during implementation and recommends consulting help and phased implementation for best results.
Mmmmm
13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stressful situations.
15 Marriage
____
The secret of long and happy marriages is sincerity in your feelings. If your marriage was not built on this basis of intimacy from the very beginning, it will begin to crack over the years. Even small problems become unsolvable. You have to be emotionally open at the beginning of the road.
16 Leadership
______
Leadership does not mean dominance. Leading your colleagues to a common goal and making them believe in the reality of this purpose. Successful leaders are those who can keep their team’s motivation alive for many years. You have to make them desire the work to be done.
17. Emotions Are All Normal
___
Anger, hatred, love, happiness… You can understand when and under what circumstances these feelings will emerge by following yourself. You may have these feelings depending on how you interpret the events you encounter. The important thing is to be able to react independently of your feelings. You may find yourself making promises that you cannot keep because you are happy, or you may resort to violence when you are angry.
18/ Being able to Express Your Emotions
____
Not everyone’s level of empathy can be very good. You may be in a difficult situation immediately. You may feel bad, but people may not understand it. In these situations, you may need to express your feelings a little more directly.
19/You Are Not Your Emotions
______
Keep doing what you need to do, no matter how you feel. Success is achieved by people who cannot give up no matter what their feelings and thoughts are. Don’t let your feelings affect your actions.
20/ Timing
__
As soon as you feel a different emotion, try to think before you act. Because emotional intelligence moves faster than rational intelligence, it can make you act irrationally and make you say any unnecessary words.
Thanks for reading
~ 𝗧𝗼𝗻𝗴𝘀𝗮 𝗚𝘂𝘆
Book:- https://amzn.to/3XsVTz2.
13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stress
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This document discusses the evolution of customer relationship management (CRM) and key aspects of implementing a successful CRM strategy. It notes that CRM has evolved from a transactional approach in the 1980s to focus more on building long-term customer relationships. The document also outlines some common CRM objectives like increasing sales revenue and customer satisfaction. It emphasizes that organizational change management is crucial for CRM implementation and highlights reasons why many CRM projects fail, such as poor planning, communication, and management of people, processes, and technology. The case study of Cigna's failed $1 billion CRM project underscores the importance of thorough planning and avoiding rushed implementations.
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CRM definition
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Components
The role of CRM
Examples of a successful CRM
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Chapter wise All Notes of First year Basic Civil Engineering
Syllabus
Chapter-1
Introduction to objective, scope and outcome the subject
Chapter 2
Introduction: Scope and Specialization of Civil Engineering, Role of civil Engineer in Society, Impact of infrastructural development on economy of country.
Chapter 3
Surveying: Object Principles & Types of Surveying; Site Plans, Plans & Maps; Scales & Unit of different Measurements.
Linear Measurements: Instruments used. Linear Measurement by Tape, Ranging out Survey Lines and overcoming Obstructions; Measurements on sloping ground; Tape corrections, conventional symbols. Angular Measurements: Instruments used; Introduction to Compass Surveying, Bearings and Longitude & Latitude of a Line, Introduction to total station.
Levelling: Instrument used Object of levelling, Methods of levelling in brief, and Contour maps.
Chapter 4
Buildings: Selection of site for Buildings, Layout of Building Plan, Types of buildings, Plinth area, carpet area, floor space index, Introduction to building byelaws, concept of sun light & ventilation. Components of Buildings & their functions, Basic concept of R.C.C., Introduction to types of foundation
Chapter 5
Transportation: Introduction to Transportation Engineering; Traffic and Road Safety: Types and Characteristics of Various Modes of Transportation; Various Road Traffic Signs, Causes of Accidents and Road Safety Measures.
Chapter 6
Environmental Engineering: Environmental Pollution, Environmental Acts and Regulations, Functional Concepts of Ecology, Basics of Species, Biodiversity, Ecosystem, Hydrological Cycle; Chemical Cycles: Carbon, Nitrogen & Phosphorus; Energy Flow in Ecosystems.
Water Pollution: Water Quality standards, Introduction to Treatment & Disposal of Waste Water. Reuse and Saving of Water, Rain Water Harvesting. Solid Waste Management: Classification of Solid Waste, Collection, Transportation and Disposal of Solid. Recycling of Solid Waste: Energy Recovery, Sanitary Landfill, On-Site Sanitation. Air & Noise Pollution: Primary and Secondary air pollutants, Harmful effects of Air Pollution, Control of Air Pollution. . Noise Pollution Harmful Effects of noise pollution, control of noise pollution, Global warming & Climate Change, Ozone depletion, Greenhouse effect
Text Books:
1. Palancharmy, Basic Civil Engineering, McGraw Hill publishers.
2. Satheesh Gopi, Basic Civil Engineering, Pearson Publishers.
3. Ketki Rangwala Dalal, Essentials of Civil Engineering, Charotar Publishing House.
4. BCP, Surveying volume 1
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Crm at big bazaar
1. 1. RETAIL MANAGEMENT Customer RelationshipManagement @ Big Bazaar & Reliance Mart
SUBMITTED BY: • Deepak Majhi 03 • Nancy 05 • AritroMukherjee 07 • Raja Rowin 35 • Gunjan Parmar
42 • Lalit Mukul Kindo • Vijay Mishra • Anuradha – 63 • Anurag Singh – • Ritu Kumari - 1 1 69 77
2. TABLE OF CONTENTSCHAPTER CHAPTER NAME PAGENO. NO.Chapter 1 Introduction 1 Meaning
of CRM Goal of CRM Evolution & growth of CRM Options for implementing CRM Various aspects of
CRMChapter 2 Research methodology 8 Objective of research Type of research Data collection
technique Sampling procedures & sample size Limitations of the researchChapter 3 CRM @ Reliance
MartChapter 4 CRM @ Big BazaarChapter 5 Customer’s opinion about CRM @ Reliance Mart & Big
Bazaar Sales person’s assistance Expectation fulfilment Discounts & failures Product arrangement
Accessibility preferenceChapter 6 Comparison between CRM @ Reliance Mart & Big BazaarChapter 7
Conclusion & recommendation 2
3. CHAPTER 1 INTRODUCT INTRODUCTION ION―it is not enough to have great qualities, we should
also have the abilities to manage them‖ .The same concept can also be applied in an organization. For
e.g. a company may produce avery high quality products but it won’t be able to succeed if it fails to
manage or satisfy theircustomers.According to Harward Business Review ―an exceptionally satisfied
customer is 6 times morelikely to buy again as one who is merely satisfied & only 5% increase in
customer loyalty canboost profit from 25% to 85%‖ .Thus all these quotes & experts opinion highlights the
importance of Customer RelationshipManagement. Customers are considered to be king of every
business enterprise and loyalcustomers are the backbone of their business. So customer satisfaction is
the primary motiveof every business which can be attained through effective CRM (Customer
RelationshipManagement) policy1.1 Meaning of Customer Relationship Management (CRM):CRM is a
comprehensive strategy & process of acquiring & retaining customers to createsuperior value for the
company as well as the customers. It consists of the processes acompany uses to track and organize its
contacts with its current and prospective customers.To support these processes, various CRM Software
like SAP, ORACLE Sales force.com etc.are used. These software record and store information about
customers, various customerinteractions, their problems etc which can be accessed by employees in
different departmentsof the company. These information are used by the organization to make future
plans that cansatisfy the customer on a better way and retaining them for a longer period.1.2 Goal of
CRM:The goal of CRM is to provide improved services to the customers, and to use customercontact
information for targeted marketing. 3
2. 4. 1.3 Evaluation and growth of the CRM:CRM passes through three generations such as 1st generation
in 1990, 2nd generation in 1996and the 3rd generation in 2002.In 1st generation following systems were
applied for CRM:- Call centre management-It is a web based CRM technology, the enables users
browsing a company’s web site to leavea phone number where company representative can call back
with more information. Customer service support-It is a part of a company’s CRM department that
interacts with a customer for theirimmediate benefits. Sales force automation-It is software that
automates business tasks like inventory control, sales processing, customerinteraction, etc-. Campaign
management-It is a planning, executing, tracking and analyzing of direct marketing campaigns.In 2nd
generation following improved systems were used for CRM:- Integrated customer facing front end-It is
face to face interaction between the customers and sales man. This system is used formarketing, sales
and services. ERP integrations-ERP stands for Enterprise Resource Planning. It is a business
management system thatintegrates all functions of the business. Customers analytics-It comprises all
the programming that analyzes data about an enterprise’s customers forbusiness decision. Complete
web integration-It allows end users to have access the data function of a serve hosted application
throughinternet browser window. 4
5. In 3rd generation the strategic CRM was followed and is continuing- Strategic CRM updates and
expands the original content and combines into one,convenient value that guides users through the entire
CRM implementation process, fromstrategic planning software.Scope and goals of different generations:-
There is successful increment in the scope of CRM from 1st generation to 3rdgeneration. In 1st
generation the scope consists of service function and sales function, in 2ndgeneration it includes another
function i.e. marketing function and in 3rd generation itincludes entire function of the organization. Goals
of the CRM have also changed with better customer service from 1st generationto 3 generation. In 1st
generation the goals were improve service operation and increase rdsales efficiency, in 2nd generation
reduce cost of interaction, improve customer experiences,and increasing the customer interaction; in 3rd
generation cost reduction & revenue growthand competitive advantages. 5
6. 1.4 Options for Implementing CRM:Increasing customer is not the ultimate objective of any
organization but to retain customerand t build long term relationship with them is important. It is only
through CRM that aprospect can be turn into customer and then finally into a client. But to achieve these
anyorganization require proper implementation.But at the same time CRM implementation is a
challenging task because it ties together manypeople, process, technologies within the organization which
are separate from each other. 1) IN HOUSE DEVELOPMENT- This means all the strategies, processes
are developed and implemented within the organization.Advantage- 1. It is tailored made according to
3. organization needs and structure thus is flexible as compared to others. 2. Avoid dependency on others
be it software or outsourcing.Disadvantage 1. It is at the same time expensive 2. And comparatively takes
longer time depending on the organisation. 2) BUY LICENSED CRM SOFTWARE- This is purchasing
software and implementing in organization.Advantage- 1. Usually the maximum chance of success. 2. It
just need to install and trained the workforce accordingly.Disadvantage- 1. Again it is expensive because
of many costs as license cost, renewal cost etc. associated with it. 2. Adding new software with change is
a complex task. 3) OUTSOURCING A MANAGED SERVICE- This means hiring from outside.Advantage-
1. Most of the times lower cost. 2. Can adopt ―pay- as- you go‖ approach with visible
result.Disadvantage- 1. For any new requirement needs to contact the company and pay for the
development. 2. Also there is a risk of losing CRM solution investment if outsourcing company goes out of
business 6
7. Implementing CRM: The Decision Process Stage-wise Purchase and install a implementation complete
CRM solution from a vendor Decision To Implement an YES Implemen enterprise-wide t CRM CRM
program Entirely outsource the CRM application process NO In house developmentSTAGEWISE- In this
CRM software is offered in different, independent modules, accordingto specific department
needs.Company buys sales automation software and contact management module from
differentproviders.ENTERPRISE WISE CRM SOLUTION- This is composed of different modules
fromsame providers; it is implemented as a whole by connecting different modules and
existingdatabase.1.5 VARIOUS ASPECTS OF CRMCRM includes many aspects which relate directly to
one another: • Front office operations — Direct interaction with customers, e.g. face to face meetings,
phone calls, e-mail, online services etc. • Back office operations — Operations that ultimately affect the
activities of the front office (e.g., billing, maintenance, planning, marketing, advertising, finance,
manufacturing etc.) 7
8. CHAPTER 2 INTRODUCT RESEARCH ION METHODOLOGYResearch is a systematic and objective
investigation of a subject or a problem in order todiscover relevant information or principles. Research
methodology is basically the methodof how to collect data. The information regarding our research are as
follows:2.1 Objective of our research: We wanted to understand as well as compare the
―customerrelationship management‖ followed by the Reliance Mart and Big Bazaar.2.2 Type of
research: Our research was empirical kind of research since we were dealingwith the behavioral or
qualitative aspect of customers and not the quantitative data’s.herewe were not supported with any
exterenal data nor were adopting any secndory data to doour reaserch.2.3 Data collection and analysis:
collection, and analysis of the information gathered byInteraction with employees and customers and also
4. by observing activities of theemployees. For better understanding of CRM in Big Bazaar and Reliance
Mart we also hadprepared a questionnaire for both customers and managers.2.4 Sampling procedure and
sample size:persons selected by us were randomely selected.and were from different age group,sex and
educational backgroun .this diversification wasdone to measure the different choice and preferences
prevailing in customersdemographycally different.2.5 Limitations of our research: 1. Our sample size was
composed of only 20 customers which is extremely small sample torepresent entire population of
customers who visit in these two retail stores.2. No demographical or psychographic differences was
considered before choosing thecustomers for interview purpose.3. many of the policies which were not in
force due to smaller market potential theirdescription is also been provided by managers. 8
9. CRM @ Big bazaar & Reliance Mart Customer’s Organization’spoint of view point of view 9
10. CHAPTER- 3 CRM POLICY OF RELIANCE MARTCRM policy of reliance mart can be divided into
four major parts, namely; 1) Customer loyalty 2) Customer retention 3) Customer communication 4)
Customer gratificationThere exists a blanket customer relationship programme called the reliance one
membershipprogramme for the purpose of maintaining customer loyalty. The membership programme isa
very simple one where a willing customer is required to fill a form giving personalinformation and he gets
a temporary card which will be made permanent after six months.On each purchase of rs. 100 the
customer gets one redeemable point on the production ofcard at billing counter. The collected points can
be redeemed in form of discounts on futurepurchases on demand of the customer.The customers also get
the opportunity of availing four different kinds of insurance on thepayment of a nominal fee. For example
a customer can get an accidental death insurance of rssix lakhs on the payment of rs. 400 only.Other
forms of insurances are disability, hospitalization and home insurances.The members of relianceone get
the opportunity of taking part and winning prizes by the wayof lucky draws on regular intervals.Customer
retention policy implementation is at the zonal level. Generally each state isregarded as a zone and the
offers and discounts in a zone are not available in other zones.Such policy helps reliance retail to
understand and capture the local markets better.The products which show improvement due to offers and
discounts on them are repeated withthese offers again so as to retain the sales of the customers who
bought it the last time.Also such the days best offers are constantly announced in the store making the
regularcustomers aware about them.Maintaining a good store ambiance is also a part of customer
retention policy of relianceretail. Clean and hygienic environment with properly and well spaced products
along with auniform color theme attracts the existing customers to the store again and again.A fast billing
system and good and easy grievance handling system which can be accessedthru customer service desk
and company website, ensures that customers feel satisfied withthe store management. Less harassment
5. to customers means better customer retention.Communication to existing customers takes the form of
sms and e-mails, generally sent toreliance one members. They get information about ongoing offers and
also information andlatest news about their nearest stores and the company in general.Another source of
customer database is the information collected during the organizing ofspecial events in the stores.
Customers participating in such events provide their contactinformation which are also used in form of
database for communication purposes.Thank you and festive cards on special occasions are an
innovative way of communicatingwith the customers.Trained salespersons make customer gratification
very easy. A simple thank you with a smilegoes a long way for the store to keep the customers happy. 10
11. The special events organized by the stores across india are also a way to gratify the customersby
allowing them to play and win prizes.Gift vouchers and discount coupons are an attraction for the
customers and give them the feelthat the store cares about them and their money.Local customers many
a times make limited personal contacts with the store staff just likethat made at a kirana store and help
the store to some extent to maintain a relationship withthe customers.The implementation of the policies
brings out certain limitations in them. Few major ones areas followsThe personal contact numbers of
reliance one members are open to tele marketing calls fromvarious marketers as they leak out of the
reliance retail’s database, causing unnecessaryharassment to customers.The customer communication
policy is less followed in small towns and cities and is moreconcentrated towards the metro cities.There is
a common crm policy for both reliance fresh and mart. This should not be the case asboth the stores offer
different kinds of merchandize and generally attract different kinds ofcustomers.Reliance retail generally
delays the processing of permanent membership cards to thosecustomers who have not paid for such a
card. Customers have been waiting for over threemonths for their card. Those who have paid the nominal
fee of rs. 50 get their permanent cardwithin 15 days but the rest who have optioned not to pay the fees do
not receive the card untiltoo late.Unmanned billing counters create long queues at the open counters.
This creates impatiens inthe customers as they expect faster billing at the stores and do not want to stand
with toomuch of goods held in their hands while billing. 11
12. CHAPTER 4 CRM @ BIG BAZAAR Database is formed through the issue of future card and card is
of three types silver card, gold card and sakthi card. Sakthi card is issued to ladies and this card provides,
free sugar(1 kg) per month. Customer profitability analysis (CPA) is done on the basis of transactions
made through the future cards. o Platinum customers (most profitable). o Gold customers (profitable). o
Iron customers (low profitability but desirable). o Lead customers (unprofitable and undesirable).
Differentiate customers in terms of: (1) their needs and (2) their value to company. Interact with
individual customers to improve the knowledge about individual needs and to build stronger
6. relationships. There are four type of analysis done for analysis of CRM o Periodic Surveys: It’s done on
quarterly, its an overall survey done by the future group authorities and CRM is a part of it. o Customer
Loss Rate : o Mystery Shoppers: They pose as normal customers perform specific tasks— such as
purchasing a product, asking questions, registering complaints or behaving in a certain way – and then
provide detailed reports or feedback about their experiences o Monitor Competitive Performance
Complaint Handling Procedures: Screening And Logging -- The type of product or service;
manufacturer/brand name; model name/number; date of purchase/contract; warranty expiration date;
salesperson; cost of product/service; date problem occurred; and a description of the problem is listed.
This allows organization to exercise control, and assure proper follow-through. Investigating -- customers
explanation of a problem provides much information. Nevertheless, to assure they have all the information
needed for a thorough review of the facts involved, by: o Researching in-house records on the customer;
o Requesting receipts, or other records; o Inspecting the product, or service performed; and o Following-
up with the customer for any necessary additional information. 12
13. Acknowledging -- When Big Bazaar cannot resolve an issue immediately, it is important to let
customer know that the matter is receiving attention. Customer is given information about how long it will
take to complete action on the complaint. If there is further delay, it’s made sure to advise customer why
and when Big Bazaar expects to have an answer. Formulating A Solution -- solution is made to be
consistent with established customer relations policy and important criteria are taken into account: o
Contractual and/or warranty obligations; o The customers expectations; o expectations of the customer; o
The cost/benefit of alternative solutions; o The probability and cost of customer seeking redress in some
other way; o The comprehensiveness and fairness of solution; o ability to perform the solution; and o
What to do if the customer rejects solution. Responding -- The response is made clear and appropriate.
The customer must understand the response, and the response must address the issues raised in the
customers original complaint. An explanation of decision preserves the goodwill of customer, even if the
decision itself is adverse. Following-Up – Customer is contacted following response to verify whether or
not the matter has been resolved satisfactorily. If customer is unhappy with response, organization refers
the matter to a third party dispute resolution mechanism for assistance. Steps Involved in customer
Satisfaction through Service: o Seeing problems from the customer’s perspective o Managing customers
"moments of truth" o Communicating effectively through better listening o Analyzing how customer
perceptions are formed o Managing anger and other service behaviors o Dealing with long-term
consequences of service breakdowns o Negotiating solutions 13
7. 14. o Generating an action plan for improved on-the-job effectivenessCUSTOMER
COMMUNICATION:Future group maintains its records of customers by observing their purchasing habits
&categories them into various groups like high revenue, moderate revenue & low revenuecustomers.
They communicate to the customers through various medium like SMS,E-mail,Mobile vans, Print media
etc.This is the way to built a strong presence in the existingcustomers & prospective customers. Presently
they are using oracle software to maintaindatabase. Recently they have tied up with California based firm
GREENPLUM to providenew software for data warehousing.The company boasts strong share of its
profits from top line customers who provide themaround 70% of their revenues in total. The company can
said to be going on the famousmanagement principle i.e. 80/20 PRINCIPLE which says that 20 percent of
variables cause80% effect. In big bazaar it can be related to the fact that 20% of its top line
customersprovide 80% of its revenues in a year. This is the reason why the retail giant is focusingstrongly
on customer retention in order to boasts its sales numbers substantially.CUSTOMER GRATIFICATION is
an important element of a sales process. Everycompany should survey their customers in order to find out
the satisfaction level among theconsumers. Big bazaar also conducts periodic surveys in order to
ascertain the satisfactionlevel in their consumers. Various activities are done in order to enhance the
shoppingexperience among buyers & various offers, discount coupons; exchange offers are initiatedby
the firm in order to develop a good satisfaction level in their existing customers. Specialcoupons are given
to customers who can be redeemed by the costumers in their futurepurchases from the
store.CUSTOMER PERCIEVED VALUE (CPV) is calculated by the retail store in order toasses the costs
and benefits received & given to the buyers. The following are some keyfeatures of CPV1. CPV is the
difference between the prospective customer’s evaluation of all the benefits andall the costs of an offering
and the perceived alternative.2. Total customer value is the perceived monetary value of the bundle of
economic,functional & psychological benefits customers expect from a given market offering.3. Total
customer cost is the bundle of costs customers expect to incur in evaluating,obtaining, using, disposing of
the given market offering, including monetary, time, energy &psychic costs. 14
15. LOOPHOLES:The retail store has also various loopholes especially here at ranchi.The major
drawbackwhich was found out initially was lack of proper parking place but now it has been correctedto
some extent. Secondly the store is very slow in execution of online orders which is giventhrough company
web portal ―FUTURE BAZAAR‖ . To quote a few examples of latedelivery Mr. David Kerketta,a resident
of lalpur-peace road purchased a furniture for Rs37000,the date of scheduled delivery was 15th of
November,2008 but he received his order 37days late. One more incident of such late delivery is MR
Pradeep Kumar, a resident of UpperBazaar who purchased a dining table for Rs. 15000,but as usual he
8. got his final delivery awhopping 65 days late than the scheduled date of delivery. So these incidents
speak a lot ofinefficient delivery. The other drawbacks are inefficient billi.ng counters as they are
notupdated with the current offers and schemes. Also the billing counters remains unmanned thatadd to
the problem of customers who needs to stand in long queue in order to get theirpurchases billed. The
other problem is related to the slow processing of applications ofmembership cards like Shakti card,
future cards etc.It takes around 30 days minimum tobecome a member of future card schemes. This is
very slowly considering the industryaverage of 15-20 days to process a card. Finally the contact numbers
of customers are open tothe telemarketing personnel as they get the database from the future group
through somesources or the other. 15
16. CHAPTER 5 INTRODUCT CUSTOMER’S POINT OF VIEW ION 1) Sales Person’s Assistance: This
refers to the extent of help an individual gets from the sales person present in the store in choosing a
particular product or in case of any query. There can be two instances i.e. inadequate help or excess
help. Inadequate help is a very case because most of the time sales person is there to solve our queries.
Instances of excess help can arise which makes the customer feel that the person is interfering in his
decision or pushing the product to him.50% people preferred the sales person assistance of reliance mart
and only 35% preferred BigBazaar in this respect. 15% people were neutral that means they thought it to
be the same inboth the stores or they didn’t need any such help from the sales person. 2) Expectation
Fulfilment: every customer has certain expectations when he visits a store. This expectation will vary from
person to person. It can be getting a particular brand of product or particular quantity or variant of the
product. 16
17. 55% people felt that their expectations are more fulfilled at Big Bazaar while 45% preferred Reliance
Mart. This may be because of greater product depth at Big Bazaar than in Reliance Mart. 3) Discounts &
Offers: these are announced from time to time to lure customers to buy more.60% people preferred the
Discounts & Offers of Big Bazaar while only 40% preferred that ofReliance Mart. This may be because
more people are aware of the discounts offered by BigBazaar due to their huge advertisements. 4)
Product Arrangement: this basically means the sequence or order in which different varieties, brands or
segments of products are arranged so that customers feel at ease in selecting the product of his/her
choice. 17
18. 55% people preferred the product arrangement of Reliance Mart while 45% preferred that ofBig
Bazaar. This is because Big Bazaar has large space due to which products are morefragmented or
scattered on the contrary Reliance Mart has smaller space in which productsare more logically arranged.
9. Also it has more space between the shelves which provide easeof walking to customers and they think
less space means less energy wastage. 5) Accessibility: it refers to the reach of the store to the
customers.50% people preferred Big Bazaar, 39% Reliance Mart & 11% were neutral that
meansaccessibility doesn’t matter to them. Majority likes Big Bazaar because it is situated in themain city
while Reliance Mart is located at a very posh area which is very far from the maincity. 6) Preference: it
refers to the preference of the customer regarding making a choice between the two stores i.e. Big
Bazaar & Reliance Mart. 18
19. On the whole 65% people prefer shopping at Big Bazaar and 35% people preferred to doshopping at
Reliance Mart. This may be because of any of the above mentioned reasons. 19
20. CHAPTER 6INTRODUCT ION 20
21. CHAPTER 7 INTRODUCT ION CONCLUSION• Transformation by integrating customer facing front-
end with back-end systems and partners and suppliers. This will effectively help in generating better
filtered data source from feedbacks received. Also the feedbacks will be dealt with in a much more careful
and professional way.• Growth of CRM facilitated by growth of IT. In this age of Information Technology
an effective IT planning on the CRM can help the organization earn a lot of repute.• New database
solutions. This will help to filter and clean the raw data received from feedbacks more efficiently.• Mutual
benefit through CRM. The stores and their customers can mutually benefit through the application of
CRM. So at this ―era of customers‖ , the companies should project themselves as customer oriented as
possible to help them benefit in a long term survival plan.• Effective segmentation of customers. With
more and better quality of data, this can be done very easily.• Enhancing the shopping solutions. This is
the age of innovation. Especially in Indian markets, low cost innovation is the ultimate tool to win the
battle for the companies. Thus, the companies need to be innovative with their ideas and always try to
deliver the customer with some added value for their purchase. 21
22. RECOMMENDATIONSMany CRM project "failures" are also related to data quality and availability.
Data cleaning isa major issue. If a companys CRM strategy is to track life-cycle revenues, costs,
margins,and interactions between individual customers, this must be reflected in all businessprocesses.
Data must be extracted from multiple sources (e.g., departmental/divisionaldatabases such as sales,
manufacturing, supply chain, logistics, finance, service etc.), whichrequires an integrated, comprehensive
system in place with well-defined structures and highdata quality. Data from other systems can be
transferred to CRM systems using appropriateinterfaces.Because of the company-wide size and scope of
10. many CRM implementations, significantpre-planning is essential for smooth roll-out. This pre-planning
involves a technicalevaluation of the data available and the technology employed in existing systems.
Thisevaluation is critical to determine the level of effort needed to integrate this data.Equally critical is the
human aspect of the implementation. A successful implementationrequires an understanding of the
expectations and needs of the stakeholders involved. Anexecutive sponsor should also be obtained to
provide high-level management representationof the CRM project.An effective tool for identifying technical
and human factors before beginning a CRM projectis a pre-implementation checklist. A checklist can help
ensure any potential problems areidentified early in the process. 22