Crm At Shoppers Stop And Asos

7541 words - 31 pages

CUSTOMER RELATIONSHIP MANAGEMENT
CUSTOMER RELATIONSHIP MANAGEMENT

SUBMITTED BY:
AASTHA ANAND
ALISHA KHURANA
DIPIKA SHARMA
PRACHI ARORA
TANYA RAO
YADUNANDANI GUPTA

SUBMITTED BY:
AASTHA ANAND
ALISHA KHURANA
DIPIKA SHARMA
PRACHI ARORA
TANYA RAO
YADUNANDANI GUPTA

INTRODUCTION
Shopper’s Stop Ltd is a professionally managed and system driven organization promoted by K Raheja Corp Group, one of the leading players in the country in the business of real estate development and hotels. Pioneer of organized retail in India, Shopper’s Stop Ltd has been instrumental in bringing about revolution in India. Since it opened its doors, the chain has become the highest benchmark for ...view middle of the document...

More than 25,000 customers walk into Shoppers Stop everyday to feel the experience of shopping. Andheri was the first store to be opened in India. The initiative of this store was taken by B.S.Nagesh at a time when the concept of retail industry was just coming into the market.

CORPORATE PROFILE

VISION

To be a global retailer in India & maintain No.1 position in Indian market in Department Store Category.

MISSION

“Nothing but the best”
To strive & achieve nothing but the best in terms of processes, practices & deliverables.

VALUES

The following values help Shoppers‘ Stop in achieving its mission & vision:

* We shall not take what is not ours
* The Obligation to Dissent (against a viewpoint that is not acceptable)
* We shall have an environment conducive to openness
* We shall believe in innovation
* We shall have an environment conducive to development
* We shall have the willingness to apologize and/or forgive
* We shall respect our customer's rights
* We shall be fair.

IMPORTANCE GIVEN TO CUSTOMER IN THE COMPANY’S MISSION AND VISION
* The vision and mission statements clearly reflect the importance Shoppers’ stop has given to the customers in formulating the future plans of the company.

* A customer oriented approach where the customer satisfaction is given utmost importance to maintain long term, quality relationship with the customers by providing value to the customers on the goods and services offered.

* They understand the need to track the needs of the customers and hence one of their very important missions to develop a comprehensive understanding of the customer needs, to win the confidence of the customer and to offer the customers best-in-class products and services at affordable prices.

* Most of the services are directly aimed at the convenience of the customer by assisting them in case they are not happy with the products of the services offered by Shoppers stop.

* For Eg: if the customer is unhappy with the purchases, he/she can return the unused merchandise with the receipt within 15 days and they change the merchandise or give them a credit note so that the customer can use it later.
They don’t ask or argue with the customer about the faulty product/ merchandise, they just ask about what problem the customer faced and immediately make a receipt/ credit note of the same amount.

* They encourage the customers to express any kind of dissatisfaction relating to their experience and request the customers to bring it to their attention so that they can work on the feedback for the continuous improvement and at the same time, build lasting relationship with the customers.

* You can earn point with every purchase and these can be exchanged for the next purchase, and there is dedicated desk for members assistance in each store for customer relations

* Special services as part of their mission which are...

Other Papers Like Crm At Shoppers Stop And Asos

Business Management Essay

3670 words - 15 pages become a leader in customer relationship management (CRM) and supply-chain management (SCM). These initiatives have resulted in net revenues of between $30 and $60 million over the last five years. Business Model of Dell Starting the business by using the retail channels and then pulling out of it, Dell did not stop its core business practice, which is direct sales and build-to-order production system Gunasekaram, A., Ngai, E.W.T. (2005

Business - to - Business Marketing

4504 words - 19 pages information from all contact points, e.g. sales purchase, e-mails and call-centre. Management will then compile and access information to anticipate market forces and trends, improving product features and enhance processes. Customised Offerings for Customers '' • CRM software application will evaluate sales, marketing and customer service information to know and serve customers better. This will enable companies to understand customers at

Crm Project

647 words - 3 pages the use of CRM technology? Yes, I believe that everyone can justify the use of CRM technology because of the amount of convenience, money saving and time saving benefits that CRM technology gives to the sales people. 8. What three barriers that can prevent a company from using CRM? 1. Lack of Data Accuracy 2. Lack of Training 3. Lack of Attitude 9. Is there a location at FIU where you can find a CRM system that you can use to learn more about it? Where it is located? If a student is on campus, they can visit the Ryder Building in RB 170 when it is not occupied with a course, and log into Sales Force if they want to learn more about it.

Kudler Fine Foods Strategic Planning

736 words - 3 pages the food. Kudler Fine Foods strategic objects are destined to bring the company to another level by increase services and reduce cost, the special events and Frequent Shoppers Program will capture customers who love specialized high end items. The CRM system will be crucial to track and manage the Frequent Shoppers Program, and also has important role in assessing customer behaviors. The increased services will need assistance from web services to manage and market the events, and the inventory system will reduce delivering cost and lower inventory stocking.

Crm Software

1459 words - 6 pages (Taylor). Another benefit of having CRM Software is that it will help you save money. The software itself is found to be rather expensive at first, a smaller company might only spend couple hundreds of dollars on a CRM Software but a larger company might end up spending millions of dollars; however, in the end it’s cheaper than hiring and training employees (Destionation CRM). What makes the CRM System cheaper is the fact that you wont have to

Approaches of Crm

1900 words - 8 pages Customer Relationship Management, or CRM, is increasingly found at the top of corporate agendas. Companies large and small across variety of sectors are embracing CRM as a major element of corporate strategy. CRM, also more recently called „customer management”, is a business approach, that seeks to create, develop and enhance relationships with carefully targeted customers in order to improve customer value and corporate profitability and

Aviation-Crew Resource Management

2769 words - 12 pages Introduction Crew resource management is a management criteria which involves making optimum use all available materials,equipment,procedures and persons to promote safety and enhance the efficiency of flight operations.Crew resource management (CRM) was originated from the NASA workshop in the year 1979 and its main aim was to improve air safety.The NASA researchers found that the main causes of the most of the aviation accidents was due to

Marketing Management

1515 words - 7 pages customers who walked into Shoppers‟ Stop in Mumbai were women. This gave rise to ideas. Soon, the store set up its women‟s section. Later, it expanded to include children‟s wear and then, household accessories. The second store in Bangalore came in 1995. The store at Hyderabad followed in 1998 with the largest area of 60,000 sq. ft. The New Delhi and Jaipur stores were inaugurated in 1999. All this while, the product range kept increasing to

Decision: to Implement Crm Project or Not

1177 words - 5 pages XYZ Global Pvt. Ltd decided to implement the CRM project using their high end product of project management methodology. However, due to complexity and budget of the project requires in-depth analysis of critical factors for CRM implementation and support of tip management. Through my research and compliance with industry constraints, the project management, change management and sponsorship is crucial in getting green signal for the

CRM Success

4611 words - 19 pages customer facing agents at the best, most cost effective place for your to do business with them. Implementing cost effective client communication channels is vital to the success of any CRM initiative. Email, Phone, Web or Self-Service Again, the key to high customer satisfaction levels and keeping your customer interaction costs down is for you to be open and accessible to all types of customer communication channels. These client interaction

Project Charter

1784 words - 8 pages information Project Exclusions Information that was discussed and will not be implemented at this time are: 1. Implementation of requirements for the marketing campaigns 2. Full featured customized CRM solution 3. Input of company data by contractors into the CRM 4. Provide security measures for data placed on the cloud service High-Level Project Description We will implement an off the shelf Customer Relationship Management

Related Essays

Unit 33 P5 Essay

1819 words - 8 pages minds about the harmful effects of drugs and how it can affect other people around you. Online promotions are becoming a thing of the future and are increasing at an extremely fast rate. This is because they can reach potential customers on a global scale, they are inexpensive and they can also increase future sales with recommendations. Customer Service For online businesses the customer service is the only way to connect with your shoppers. It

The Internet And Business, A Comparison Of Asos And Topshop

3822 words - 16 pages . Warehouses stock several million items. Topshop's competitors are high street stores, that sell their own brands in store as well as online, such as Oasis, Wallis, River Island. Their competition is high as those brands offer similar merchandise. At the moment there are only few strong key players: Asos, as they are the largest and most popular of their kind, selling a wide variety of garments and brands; Topshop, as they are one of Britain's

Shoppers Stop Retail Analysis

4096 words - 17 pages affair as well. Page | 10 Use of CRM, ERP & SCM at Shoppers Stop: CRM: Retail chain Shoppers Stop Ltd, is eyeing over 50 per cent sales this year from its customer relationship management (CRM) initiatives. The company has also lined up an aggressive expansion plan targeting smaller towns and cities in the country. BS Nagesh, managing director and CEO of Shoppers Stop, told FE that the company has given a new direction to its CRM

4 Perils Of Crm Essay

636 words - 3 pages , training programs,and so on—have been restructured in order to better meet customers’ needs. It is very important to bring in these changes in an organization before installing any type of CRM in the organization. 3. Assuming that More CRM Technology Is Better Another pitfall in CRM is assuming that the more intense the technology being used the better the CRM. This is not true at all. Complex and advanced technologies are not the only major