Download to read offline
Uploaded bypauninglungbe yalie
Pantaloons internship
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.
Pantaloons internship
- 1. Presentation On the Project “Measuringthe effectiveness of customer relationship management in pantaloons” NAME: PAUNINGLUNGBE ROLL-NO. DM16B34 Winter Internship Program
- 2. Approach Sector Company ProductService 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 shalldeliver 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.
- 6. Strength Fifth largest retailspace Opportunities Online and offline channel Weakness Mass goods are local based Threats New competitors SWOT Analysis
- 7. Competitive rivalry {Moderate- High} Threat of newentrants {High} Threat of substitute product {Low} Bargaining power of suppliers {Low} Bargaining power of customer {High} PORTERS FIVE MODEL
- 8. Secondary objectives: - Tofind 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 DesignDescriptive 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 AttiredCustomer Admired customer Retired customer Fired customer Hired customer
- 11. Parameters of Evaluation GREEN CARD CUSTOMER SERVICEDESK (CSD) ROLE OF TECHNOLOGY
- 12. Cont… Cash less payment,trial rooms & parking Home Delivery Gift & return policy
- 13. FINDINGS Upper level, lowerlevel management & peer is very good Discipline is well maintain Green card program have proved useful and convenient to customer
- 14. Conti… Loyalty program attractsthe 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 shouldbe 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.