Flipkart is an Indian e-commerce company founded in 2007 that pioneered online shopping in India. It uses customer relationship management as a key differentiator by keeping customers informed every step of the order process, making customer service easily accessible, and having transparent return and exchange policies. Technological tools like sales force automation help support Flipkart's CRM practices by enabling remote communication with customers and efficient order management. Customer data is analyzed to understand behaviors and segment customers.

1. “CUSTOMER RELATIONSHIP
MANAGEMENT”
AT
PRESENTATION BY,
JITHIN KOSHY
AKSHAY MANGLA
ADITI MANGLA
AKARSH GUPTA

2. Type of business Private
Type of site E-commerce
Founded 2007; 10 years ago
Headquarters Bangalore, Karnataka, India
Area served India
Founder(s) Sachin Bansal
Binny Bansal
Key people Sachin Bansal, Chairman
Binny Bansal, Group CEO
Kalyan Krishnamurthy, CEO
Industry Internet
Services Online shopping
Revenue Increase ₹13,177 crore
(US$2.0 billion) (2016)
Employees 30,000 (2016)
Subsidiaries Myntra, Jabong.com,
Website www.flipkart.com
Alexa rank 114 (December 2016)
Registration Required
Current status Online

3. Customer relationship management
practices
 Flipkart can be said to be the pioneer in
initiating the sceptical Indian shopper into
online retailer.
 Flipkart has built itself on the core
foundations of reliability, quickness,
credibility, variety and quality. It uses
Customer Relationship Management as its
differentiating factor.
 Providing good customer service enables
Flipkart to enjoy high levels of customer
satisfaction, generate repeat business and
ensure positive word-of-mouth.

4.  The customer is informed at every step through e-
mail/text when the order has been confirmed⇾
order summary & shipment details + tracker ⇾
informing customer if order has been delayed.
 Easy to reach out to the customer service team
through their social media channels as well as a
customer care number.
 Customer complaints are quickly addressed and
there are transparent return and exchange
policies.

5. Technological Support At
The Operational Level To facilitate CRM:
Sales Force Automation
 SFA is the application of technology to
support regular sales functions and
includes tools that are employed by users
to perform administrative and other
repetitive tasks.
 Sales reps can remain in contact with
distant customers via e-mails and cell
phones, thus reducing travel hours. They
can also receive and manage orders from
customers in an easy, timely fashion

6. Customer Demographic Analysis
And Customer Behavior
ModelingFlip kart's customers fall in to the categories of youth,
book readers, technology enthusiasts and online shoppers.
Therefore, it has carefully demarcated and segmented each
of the demographic categories and modeled the customer
behavior to understand their needs and preferences. It
creates data models from the following sources:
 Bought history
 Browse history
 Compare history
 Bought items
 Wish list items
 Rated products
 Cart additions

7. Straight forward Return And
Exchange Policies
 Flip kart allow its users to return products if
unsatisfied within 30 day period with full
refund of money or exchange for another
product.
 This allows customers to shop online
without worrying about the risks involved.
 It uses the Wallet feature to debit the
refund money that can be used to make a
purchase from the website.

8. Customer Value Assessment
 Value assessment at Flipkart is done
through various metrics such as:
 Click-through-rates
 Relevance/ quality
 Visibility
 Click-to-order

10. REFERENCE
 http://www.cio.com/article/699311/8_C
RM_Trends_You_Need_to_Watch_
 http://blogs.forrester.com/william_band
/13-01-02-
the_top_crm_trends_for_2013
 http://www.crmtrends.com/
 http://searchcrm.techtarget.com/photo
story/2240175337/Top-five-CRM-
trends-you-should-know-
about/1/CRM-industry-trends

11. THANK YOU