Slide 1:1 Customer Relationship Management in Vishal Megamart (Abids), Hyderabad By Punit.K.Dwivedi & Tanaya Kesh BBCIT, Badruka College Osmania University Hyderabad-27


Slide 2:Bankatlal Badruka College For Information Technology Punit K. Dwivedi & Tanaya Kesh 2 Customers are the “profit-centre” in an organization. The existence of organization depends on customers. Customers relationship management is the strategy that aims to understand, anticipate, manage and personalize the needs of an organization’s current and potential customers. RATIONALE FOR STUDY:


Slide 3:Bankatlal Badruka College For Information Technology Punit K. Dwivedi & Tanaya Kesh 3 Company Profile “Vishal Megamart” was started in Kolkata in 1986. It has more than 136 showrooms in 91 cities\ 20 states. Vishal has opened the first hyper market for Indian customers. Its main branch is situated in New Delhi.


Slide 4:Bankatlal Badruka College For Information Technology Punit K. Dwivedi & Tanaya Kesh 4 FMCG Consumer Durable Apparels Electronic Stationery Canteen Billing Other services Megamart Vishal


Purpose of Study: :Bankatlal Badruka College For Information Technology Punit K. Dwivedi & Tanaya Kesh 5 Purpose of Study: To know how the retail industry is maintaining the relationship with customers. To know the strategy of maintaining the CRM. To know that what type of technology is suitable for retailers for maintaining CRM.


OBJECTIVES: :Bankatlal Badruka College For Information Technology Punit K. Dwivedi & Tanaya Kesh 6 OBJECTIVES: The main objective is to attract and maintaining the relationship with the customers. To identify the buying behaviour of the customers. To know the spending capacity of the customers at present. To know the customers loyalty programmes in retailing.


CRM STRATEGIES IN RETAILING :Bankatlal Badruka College For Information Technology Punit K. Dwivedi & Tanaya Kesh 7 CRM STRATEGIES IN RETAILING PERSONALIZATION: It means maintaining the ambience, stocks etc. COMMUNICATION: The main aim is to inform the customers about the new arrivals, compliment the customers for their visit. Rewards: Giving customers loyalty bonus, discounts offers. Special Treatment: Special treatment to the loyal customers.


Research Methodology :Bankatlal Badruka College For Information Technology Punit K. Dwivedi & Tanaya Kesh 8 Research Methodology The following are the sequential steps followed for this methodology:- Questionnaire: It contains a set of questions to find the effectiveness of organization in retaining the customers. Sampling: It is a technique where a small sample would be considered and each element of the sample would represent the universe. Data collection: Primary data collection Secondary data collection Data analysis and interpretation: Data analysis form the most important aspect in any project research, as the findings have to be properly analyzed. The data analysis is done with the help of pie graphs.


Work Plan :Bankatlal Badruka College For Information Technology Punit K. Dwivedi & Tanaya Kesh 9 Work Plan


Special Treatment @ VMM :Bankatlal Badruka College For Information Technology Punit K. Dwivedi & Tanaya Kesh 10 Special Treatment @ VMM


Do you come to Vishal Mega mart for shopping regularly? :Bankatlal Badruka College For Information Technology Punit K. Dwivedi & Tanaya Kesh 11 Do you come to Vishal Mega mart for shopping regularly?


Which one do you like in Vishal? :Bankatlal Badruka College For Information Technology Punit K. Dwivedi & Tanaya Kesh 12 Which one do you like in Vishal?


With whom would you like to shop? :Bankatlal Badruka College For Information Technology Punit K. Dwivedi & Tanaya Kesh 13 With whom would you like to shop?


Do you find the products easily in Vishal Mega mart? :Bankatlal Badruka College For Information Technology Punit K. Dwivedi & Tanaya Kesh 14 Do you find the products easily in Vishal Mega mart?


Are you satisfied with the sales force’ behaviour? :Bankatlal Badruka College For Information Technology 15 Punit K. Dwivedi & Tanaya Kesh Are you satisfied with the sales force’ behaviour?


Do you like the shopping environment inside the Vishal Mega mart? :Do you like the shopping environment inside the Vishal Mega mart? Bankatlal Badruka College For Information Technology Punit K. Dwivedi & Tanaya Kesh 16


How much can you spend shopping? :How much can you spend shopping? Bankatlal Badruka College For Information Technology Punit K. Dwivedi & Tanaya Kesh 17


How is the billing process in Vishal? :How is the billing process in Vishal? Bankatlal Badruka College For Information Technology Punit K. Dwivedi & Tanaya Kesh 18


Which of the following do you prefer for advertisement? :Which of the following do you prefer for advertisement? Bankatlal Badruka College For Information Technology Punit K. Dwivedi & Tanaya Kesh 19


LIMITATIONS OF THE STUDY :Bankatlal Badruka College For Information Technology Punit K. Dwivedi & Tanaya Kesh 20 LIMITATIONS OF THE STUDY It is tough to identify all customers buying behaviour. It is difficult to satisfy all the requirements of the customers. It not possible to interact with each and everyone. Always not possible to implement new technologies repeatedly. It is tough to get correct information about customer.


Feedback from Customers. :Feedback from Customers. Customers are not satisfied with the quality of the products. Sometime confusion about the offers. Customers get confused about the way of the sections. Varieties of the products sometime not preferred by the customers. They are not satisfied with the parking facility. Bankatlal Badruka College For Information Technology Punit K. Dwivedi & Tanaya Kesh 21


Cont…… :Cont…… Sometime the customers are not getting the help of sales force. Lack of sales women in women’s section. Problems faced by the ladies. Customers are not aware about the new arrivals. Lack of advertisement. Customers face size problems. Proper colour sheds are not available. Stocks problem is also present There is no complaint box. Complaints of the customers are not checked. Bankatlal Badruka College For Information Technology Punit K. Dwivedi & Tanaya Kesh 22


Recommendations: :Recommendations: Satisfy customers by providing quality products. Stocks and varieties should be available. Describe customers about the products. Inform about the offers through mobile. Show the way to particular section by the signs. Bankatlal Badruka College For Information Technology Punit K. Dwivedi & Tanaya Kesh 23


Cont… :Cont… Customers’ complaint box should be kept. Give description about the products on the TV. Greet them when they are entering into the stores. Internal branding is needed. Proper placement of the signage. Conduct some in store games to motivate the customers. Provide them seasonal products. Bankatlal Badruka College For Information Technology Punit K. Dwivedi & Tanaya Kesh 24


Thank You :Thank You Contact Me:- www.badruka.com punit.hyd@gmail.com +919908024591 Bankatlal Badruka College For Information Technology Punit K. Dwivedi & Tanaya Kesh 25