CRM Submitted by: Rohit Kumar Jain-123 Santoshi-093 Chetan Manwani-129 Vandana Gill-111
PANTALOON rETAIL • Incorporated as Manz Wear Private Limited by Kishore Biyani on 12 October 1987, converted into a public limited company in September 1991, renamed as Pantaloon Fashions (India) Limited a year later. and thereafter into Pantaloon Retail (India) Limited in July 1999. • India’s leading retailer that operates multiple retail formats in both the value and lifestyle segment of the Indian consumer market. • The company operates over 12 million square feet of retail space, has over 1000 stores across 71 cities in India and employs over 30,000 people. • It captures almost the entire consumption basket of Indian customers. The company’s leading formats include : • Pantaloons - a chain of fashion outlets • Big Bazaar - a uniquely Indian hypermarket chain • Food Bazaar - a supermarket chain
Awards • Pantaloon Retail was awarded the International Retailer of the Year 2007 by the US-based National Retail Federation (NRF). • The Emerging Market Retailer of the Year 2007 at the World Retail Congress held in Barcelona. • Most Admired Fashion Group Of The Year • Most Admired Private Label • Most Admired Retail Company of the year
Two Sides of the Road • Analytical CRM • Customer information • Business development • Operational CRM • Workflow • Day-to-day activities
Customer loyalty Program @Green Card • It’s a passport to a whole new world of exclusive benefits and privileges. • Instant discounts for every time you shop at Pantaloons. • Exclusive shopping days to get hold of latest merchandise. • Regular updates on collections and promos via catalogues, sms and email. • Special invites to the most happening events. • Extended exchange periods and complimentary drops for alterations. • Exclusive billing counters. • One card, any store
How Green Card Works? Membership & 12 month Purchase-based Upgrading SystemThree Star Card - Upgrade to a 3 star status by shopping for Rs. 8000/- immediately preceding 12 months of current shopping date. Five Star card - Upgrade to a 5 star status by shopping for Rs. 20000/- immediately preceding 12 months of current shopping date. Seven Star - Upgrade to a 7 star status by shopping for Rs. 40000/- immediately preceding 12 months of current shopping date. 12 month Purchase-based Upgrading SystemWhen you shop at Pantaloons and your total purchase (including that day) in the previous 12 months totals to the criteria value of the next tier, you upgrade to the next status.
Cont…. • Membership Validity • 1 Star card is valid for a period of 2 years from the date of enrolment. • 3, 5 and 7 star cards are valid for a period of one year from the date of upgrade.Membership Renewal • Purchase worth Rs. 8000 within 2 years of card issue date and retain a 1 star status. • Purchase worth Rs. 8000 within 1 year of card issue date and retain a 3 star status . • Purchase worth Rs. 20000 within 1 year of card issue date and retain a 5 star status . • Purchase worth Rs. 40000 within 1 year of card issue date and retain a 7 star status
Benefit @ green card Green Add on CardsGreen Card benefits can be shared with members of family. The add on card Let family also be entitled to direct discount and other privileges Green DaysExclusive Green Card shopping day give a preview of End Of Season Sale, so that the holder of card could be the first to get hold of the latest merchandise. Green Channel Special billing counter for all Green Card members during End of Season sale to avoid the rush at the regular billing counter.
CONT….. Green Offers & PromotionsThese are exclusive shopping offers sent to the holder on a regular basis. Green Service DeskFor queries, information and services, the holder can contact the Green Service Desk at any Pantaloon Store.Green ExchangeRelax! The green card holders can exchange their products within 60 days of purchase. (90 days for Seven Star members)Green DropThe green card holder can ask for the Green Drop Service and purchases can be home-delivered. This service is exclusively available to the 7 star members all round the year and also to the 5 star members except for end of season sale period.
Advantage @CRm • Cross selling and up selling of relevant schemes. • Market analytics like records of customer profiles, profile, payment history etc • Generation of accurate leads and SMS bursts that target only the right customers based on their segmentation is possible • The customer gets the same benefit across • Reduced cost of customer or customer acquisition cost
Pre Purchase Stations (+ve) (+ve) (-ve)
Post Purchase Stations (-ve) (-ve) (+ve)