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Gautam-Study of CRM

This document summarizes a study on customer relation and retention management at Shoppers Stop Ltd. Shoppers Stop is an Indian retailer of apparel, beauty, home goods, and other products operating department stores and specialty stores. The document outlines the company's vision, products, competitors, and key performance indicators. It then discusses the importance of customer relation and retention management for Shoppers Stop and strategies they use including loyalty programs, personalized service, and social media engagement.

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Harsh Raj
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29 views17 pages

Gautam-Study of CRM

This document summarizes a study on customer relation and retention management at Shoppers Stop Ltd. Shoppers Stop is an Indian retailer of apparel, beauty, home goods, and other products operating department stores and specialty stores. The document outlines the company's vision, products, competitors, and key performance indicators. It then discusses the importance of customer relation and retention management for Shoppers Stop and strategies they use including loyalty programs, personalized service, and social media engagement.

Uploaded by

Harsh Raj
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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STUDY OF CUSTOMER RELATION & RETENTION

MANAGEMENT IN
SHOPPERS STOP LTD.

PRESENTED BY:-
GAUTAM CHAURASIA
ROLL NO.- 222002
CONTENTS

1. COMPANY OVERVIEW
2. VISION AND MISSION
3. KPIs
4. PRODUCTS
5. SWOT ANALYSIS
6. COMPETITORS
7. LOYALTY PROGRAMS
8. INTRODUCTION OF THE TOPIC
9. KEY LEARNINGS
10. CONCLUSION
COMPANY OVERVIEW

• Shopper’s Stop Ltd (Shopper’s Stop), a subsidiary of K Raheja


Corp, founded in 27th October, 1991, is a retailer of apparel,
beauty, home decor, accessories, fragrances and luxury
watches. The company operates large format departmental
stores, home stores, specialty stores, and warehouse retailers.
Its stores offer apparels, accessories, fragrances, footwear,
cosmetics, toys, kitchen, dining products, home appliances,
home furnishing and decor products.
VISION AND MISSION

• VISION-
To be a global retailer in India and maintain number one position in
Indian Market in department store category.

• MISSION-
To strive and achieve nothing but the best in terms of processes,
practices and deliverables.
KEY PERFORMANCE INDICTORS

• AVERAGE TICKET VALUE


• ITEM PER TRANSACTION
• AVERAGE SELLING PRICE
• CONVERSION RATE
HOME BRANDS

• STOP AT NOTHING
• LIFE
• FRATINI
• KASHISH
• U R YOU
• HAUTE CURRY
• INTENSE
• ARCELIA
• KARROT
• BANDEYA
• TRESURES
• INFUSE
EXCLUSIVE BRANDS
SWOT ANALYSIS
COMPETITORS OF SHOPPERS STOP
LOYALTY PROGRAMS
CUSTOMER RELATION
& RETENTION MANAGEMENT

• Customer relations refers


to the methods, strategies,
and processes a company
uses to build and maintain
customer relationships
CUSTOMER RETENTION

• Customer retention refers


to a company's ability to
turn customers into repeat
buyers and prevent them
from switching to a
competitor.
CUSTOMER RELATION &
RETENTION MANAGEMENT IN
SHOPPERS STOP
• Customer Segmentation
• Loyalty Programs
• Personalized Shopping Experience
• Multi-Channel Presence
• Feedback and Surveys
• Customer Service Excellence
• Social Media Engagement
• Exclusive Events and Promotions
• Continuous Improvement
KEY LEARNING

A. Work hard no matter what you are doing


B. Manage workloads
C. Improved my interpersonal skills
D. Keeping positive attitude
E. How to increase the sales ( loyalty programs)
F. Importance of customer education
G. Why customer relation is important
H. How important is to retain the existing customers.
CONCLUSION

• Customer Engagement
• Customer Relation
• Customer Retention
• Competitive Advantage
• Customer Loyalty

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