Retailers are focusing on customer relationship management and loyalty programs to increase footfall and sales during tough economic times. Several major Indian retailers like Future Group, Reliance Retail, Shopper Stop, and Westside are expanding or restructuring their existing loyalty programs to provide customers incentives to continue shopping at their stores. These loyalty programs have been shown to account for over half of sales at some retailers and adding new members every year, demonstrating their importance in building customer loyalty and boosting revenue.

1. MARKETING STRTEGIES ITM KHARGHAR EMBA-BATCH 13 B PRASANNA DEVADIGA KH08JUNMBA87 Source: Sreeradha D Babu & Writankar Mukherjee, Kolkata The Economic Times Date: 16 th April 2009

2. RETAILERS PITCH FOR LOYALTY IN TOUGH TIMES. FUTURE, SHOPPER STOP, WEST SIDE FOCUS ON CUSTOMER RELATIONSHIP MANAGEMENT TO BEAT SLUMP.

3. CUT TO FIT Retailers expect when consumer spending is on a decline, expanding or restructuring loyalty pays will help them in increasing footfall, conversion level and their top line growth.

4. CUT TO FIT Few of the retailers are working on CRM (Customer Relationship Management) where they can give some comfort to the customers so that they keep coming back to the stores.

5. CUT TO FIT Future Group is planning to launch a new loyalty program, currently the group’s green card loyalty program at pantaloons accounts 55 percent of sales.

6. CUT TO FIT Reliance retail is already operates its reliance one program with four million customers.

7. CUT TO FIT Shopper Stop has just launched loyalty scheme for its hypermarket ‘’Hyper zcity’’..and they add 3 lakh customer under loyalty program every year

8. CUT TO FIT Westside has relaxed entry norms for its loyalty program ‘Club West” to cash in on large foot fall the store is witnessing due to NANO bookings. The chain has over 8 lakh members who generate over 50 percent of sales.

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