SUMMER TRAINING PROJECT ON CRM & Customer Satisfaction in a Retail Outlet

with special reference to

SUBMITTED TO MS. KANU PRIYA Faculty Guide

REPORT BY ASHUTOSH SINGH Roll No.: 08214301909 Batch 2009-2012

Submitted In Partial Fulfillment of the Requirement for the Award of BBA (CAM) Degree UNDER THE SUPERVISION OF MS. CHARU GUPTA Asst. Manager Sales

JSS ACADEMY OF TECHNICAL EDUCATION SECTOR-62, NOIDA

ACKNOWLEDGEMENT

Undertaking this project was a challenging exercise .There was many problems in the beginning but one by one the hurdles were removed and we moved forward. I would like to thank individually one and all without whom the project would not have had been a su ccess. My sincere thanks to Ms. Charu Gupta, Asst.
Manager-Sales.

And thank to all the mangers and staff members of the Pantaloon outlet who spared their time for me and allowed me to conduct the survey. His timely advice and suggestions at various stages of the project helped in bringing out this report in the present form.

Ashutosh Singh 08214301909

CONTENTS

Industry Profile Future Group Profile Company Profile About company Financial Status Customer Relation Management About Green Card Objectives Research Methodology SWOT Analysis of Pantaloons Analysis & Interpretation Conclusion Recommendation Limitations Appendix Bibliography Questionnaire Major Milestones of Future Group Sector wise key players in organized retailing in India Organized Vs Traditional Retailing

RETAILING
R etailing includes all the activities involved in selling goods and services directly to

final consumers for personal, non-business use. Retailing consists of the sale of goods or merchandise, from a fixed location such as a department store or kiosk, in small or individual lots for direct consumption by the purchasers.

Retailing may include subordinated services such as delivery. Purchasers may be individual or businesses. In commerce a retailer buys goods or products in large quantities from manufactures or importers, either directly or through wholesalers, and then sells smaller quantities to the end users. Retail establishments are often called shops or stores. Retailers are at the end of the supply chain. Manufacturing marketers see the process of retailing as a necessary part of their over all distribution strategy.

India's largest industry, the retail sector is valued at $200 billion accounting for over 10 per cent of the country's GDP and around eight per cent of the country's employment. It has emerged as one of the most dynamic industries with several players entering the market. Retail industry in India is at the crossroads. One of the major factors playing a role is income Increase in Disposable incomes of customers across various sectors.

LEVELS OF SERVICES:

Retailers can position themselves as offering one of four levels of services:

SELF-SERVICE:
Self-service is the cornerstone of all discount operations. Many customers are willing to carry out their own locate-compare-select process to save money.

SELF-SELECTION:
Customers find their own goods, although they can ask for assistance.

LIMITED SERVICE:
These retailers carry more shopping goods, and customers need more information and assistance. The store also offer services such as credit and merchandise return privileges.

FULL SERVICE:
Sales people are ready to assist in every phase of the locate-compare-select process.

TYPES OF MAJOR RETAILERS

SPECIALTY STORE:
A clothing store would be a single line store; a mens clothing store would be a limited line store. Example: The Body Shop.

DEPARTMENT STORE:
Several product lines- Clothing, home furnishing & household goods, with each line operated as a separate department managed by specialist. Example: Big Bazaar.

SUPER MARKET:
Relatively large, low cost, low margin, high volume, self service operation design to serve total needs for food, laundry, and household goods.

CONVENIENCE STORE:
Relatively small store located at near residential area, open long hours, seven days a week and caring a limited line of high turnover convenience products at slightly higher prices, plus takeout sandwiches, coffee, soft drinks.

DISCOUNT STORE:
Standard merchandise sold at lower prices with lower margin and higher volumes. Discount retailing has moved into specialty merchandise store such as discount sporting goods stores, electronic stores and book store. Example: Wal-Mart.

SUPER STORE:
About 35000 sq.ft. of selling space aimed at meeting consumers total need for routinely purchased food and non food items, plus services such as laundry, dry cleaning, shoe repair, check clearing and bill paying.

HYPER MARKETS:

Range between 80000 to 220000 sq. ft. area and combined super market, discount and warehouse retailing. They feature bulk display and minimum handling by store personnel, with discounts for c ustomers who are willing to carry heavy appliances and furniture out of the store.

CATALOG SHOWROOM:

Selection of high-markup, fast moving, brand name goods at discount prices. Customers order goods from a catalog, then pick these goods up at a merchandise pickup area in the store.

FRANCHISE ORGANIZATION:

Contractual association between a franchiser and franchisees. Franchising has been prominent in dozens of product and services areas. Examples: McDonalds, Pizza hut.

MERCHANDISING CONGLOMERATE:

A free from corporation that combines several diversified retailing lines and forms under central ownership, along with some integration of distribution and management. Example: Baskin-Robbins.

RETAIL IN INDIA
India's largest industry, the retail sector is valued at $200 billion accounting for over 10 per cent of the country's GDP and around eight per cent of the country's employment. It has emerged as one of the most dynamic industries with several players entering the market. Retail industry in India is at the crossroads. It has emerged as one of the most dynamic and fast paced industries with several players entering the market. But because of the heavy initial investments required, break even is difficult to achieve and many of these players have not tasted success so far. However, the future is promising; the market is growing, government policies are becoming more favorable and emerging technologies are facilitating operations.

Retailing in India is gradually inching its way towards becoming the next boom industry owing to a steady increase in the disposable incomes of the middle class households. The whole concept of shopping has altered in terms of format and consumer buying behavior, ushering in a retail revolution. Modern retail has entered India as seen in sprawling shopping centers, multi-storied malls and huge complexes offer shopping, entertainment and food all under one roof. The key growth drivers of the organized retail industry in India are:-

Demographics - The Indian population is witnessing a significant change in

its demographics. A large young working population with median age of 24 years, nuclear families in urban areas
Working Women Increase in the numbers of working women population Services Sector - Emerging opportunities in the services sector

Income Increase in disposable incomes of customers across various sectors Customer - The customer today is far more discerning than he was earlier. Real estate prices The consistent rise in the prices of real estate.

ABOUT RETAILING

In the list of Fortune 500 companies 10% or 50 are Retail Organizations - WalMart (The Retail Giant) is the first among the fortune 500 companies.

25

of

the

Asian

Top

200

companies

are

retailing

companies.

Retailing Sector employs around 8% of the labour in India which is six times bigger than Thailand and five times larger than South Korea and Taiwan. It is Second largest employment provider in the country after Agriculture. There are
4.3 million retail

outlets

in

India.

Organized retailing in India is only 2% which is very poor compared to

other South Asian Countries.

Organized Retailing Traditional Retailing Malaysia Thailand Philippines Indonesia South Korea China India 50% 40% 35% 25% 15% 20% 3% 50% 60% 65% 75% 85% 80% 97%

India has around 200 shopping malls presently located in cities.

Sharp growth rate of 35-40% in organized retailing across the country is a positive sign of growth.

The total domestic retail market was estimated around Rs.9,300 billion in 2003-04 and the annual growth rate is around 4 to 6 per cent.

Price Water House Coopers (PWC) had estimated India among the six most attractive destinations in retailing alongside China, Turkey, Thailand, Malaysia and Hungary.

Big business houses in India like Reliance, Godrej, Mahendras, Wadia, Tata, Hero and Malhotras are now looking at retail sector.

Pantaloon, Shoppers Stop, RPG Group, Trent, Life Style, Subhiksha, Food World, Vivek's, Nilgiris, Ebnoy, Crosswords, Globus, Barista, Quicky's, Caf Coffee Day, Wills Lifestyle, Raymond, Titan, Bata, West side, Trinetra, Chandana Brothers etc. already have established retail networks in the county in a big way. Reliance India is entering into the sector in a big way with an investment of Rs.25,000 crores and an estimated employment generation of around 10 lakh.

The international players who have already entered into retailing business in India include McDonald's, Pizza Hut, Dominos, Levis, Lee, Nike, Adidas, TGIF, Benetton, Sony, Sharp, Kodak, the Medicine Shoppe &Wal-Mart.

Foreign Direct Investment in retail business is allowed up to 51% through

Foreign Investment Promotion Board as a measure to encourage the entry of Multi National Corporations in the country. The size of the organized retail market is expected to register substantial growth by 2007. The following are the estimates of the Intelligence Group of the Economic Times.

2001-02

2007

Total (No. of outlets) Food Clothing Consumer Durables Books & Music

16,000 1,800 4,950 1,650 450

37,216 7,743 10,423 3,787 1,426

FUTURE GROUP
Future Group is Indias leading business group that caters to the entire Indian

consumption space. Led by Mr. Kishore Biyani, the Future Group operates through six verticals: operates through six verticals: Retail, Capital, Brands, Space, Media and Logistics.

Apart from Pantaloon Retail, the groups presence in the retail space is complemented by group companies, Indus League Clothing, which owns leading apparel brands like Indigo Nation, Scullers and Urban Yoga, and Galaxy Entertainment Limited that operates Bowling Co, Sports Bar, F123 and Brew Bar.

The groups joint venture partners include French retailer ETAM group, US-based stationary products retailer, Staples and UK-based Lee Cooper. Group Company, Planet Retail, owns and operates the franchisee of international brands like Marks & Spencer, Next, Debenhams and Guess in India. The groups Indian joint venture partners include, Maniple Healthcare, Talwalkars, Blue Foods and Liberty Shoes.

Future Capital Holdings, the groups financial arm, focuses on asset management and consumer credit. It manages assets worth over $1 billion that are being invested in developing retail real estate and consumer-related brands and hotels. The group has launched a consumer credit and financial supermarket format, Future Money and soon plans to offer insurance products through a joint venture with Italian insurance major, Generali.The group is currently developing over 50 malls and consumption centers across the country and has formed a joint venture company focusing on mall management with Singapore-based Capital and, one of Asias largest property companies.

Future Group s vision is to, deliver Everything, Everywhere, Every time

to Every Indian Consumer in the most profitable manner. The group considers Indian-ness as a core value and its corporate credo is - Re write rule s,
Re tain value s.

GROUP VISION

Future Group shall deliver Everything, Everywhere, Every time for Every Indian Consumer in the most profitable manner.

GROUP MISSION

We share the vision and belief that our customers and stakeholders shall be served only by creating and executing future scenarios in the consumption space leading to economic development.

We will be the trendsetters in evolving delivery formats, creating retail realty, making consumption affordable for all customer segments for classes and for masses.

We shall infuse Indian brands with confidence and renewed ambition.

We shall be efficient, cost- conscious and committed to quality in whatever we do.

We shall ensure that our positive attitude, sincerity, humility and united determination shall be the driving force to make us successful.

CORE VALUE

Indianness: confidence in ourselves.

Leadership: to be a leader, both in thought and business.

Respect & Humility: to respect every individual and be humble in our

conduct.

Introspection: leading to purposeful thinking.

Openness: to be open and receptive to new ideas, knowledge and

information.

Valuing and Nurturing Relationships: to build long-term relationships.

Simplicity & Positivity: Simplicity and positivity in our thought, business

and action.

Adaptability: to be flexible and adaptable, to meet challenges.

Flow: to respect and understand the universal laws of nature.

AFFILIATED COMPANIES

PARTNER COMPANIES

Home

Solutions

Retail

(India)

Ltd.:-

Home Solutions Retail (India) Ltd. (HSRIL) leads the groups foray in the home

improvement and consumer electronics-retailing segment. It caters to home management requirements and products, including furnishings and textiles,

furniture, consumer electronics, home electronics and home services. It

operates retail formats like Home Town, Furniture Bazaar, Collection I, E-

Zone, Electronics Bazaar and Got It.

Future Capital Holdings:-

Future Capital is the financial arm of the group and is involved in asset management (both private equity and real estate funds) with plans to get into other

financial services including insurance, credit and other consumer related financial

services. It is associate companies are Kshitij Investment Advisory Co. Ltd.,

Indivision Investment Advisers Ltd., and Ambit Investment Advisory Co. Ltd.

Indus League Clothing Ltd.: -

The group owns a majority stake in Indus League Clothing Ltd., one of the leading apparel manufacturers and marketers in India. Some of its leading

brands include Indigo Nation, Scullers, Urbana, Urban Yoga and Jealous.

Galaxy Entertainment Corporate Ltd. :-

The group owns a stake in Galaxy Entertainment Corporate Ltd. that operates

chains like Bowling Company, Sports Bar and Brew Bar.

JOINT VENTURES COMPANIES

Planet Retail Holdings Ltd.:-

The group is a joint venture partner in Planet Retail Holdings Ltd., which

operates sports, lifestyle and leisure retail chain. It also owns the franchisee and distribution rights of brands like Marks & Spencer, Guess, Debenhams and

Puma in India.

Foot mart Retail:-

Foot mart Retail is a joint venture with Liberty Shoes and is engaged in the

retailing of footwear products in India.

Capital and Retail India:-

The group is a joint venture partner in Capital and Retail India, along with

Singapore-based Capital and Limited. The company provides retail management

services to retail properties owned or managed by various group companies and

investment funds.

LINE OF BUSINESS
1.E-Tailing 2.Foods 3.Fashion 4.Home & Electronics 5.General Merchandise 6.Telecom & IT 7.Leisure & Entertainment 8.Wellness & Beauty 9.Book & Music E tailing Foods Fashion
Home & Electronics General Merchandise

Telecom & IT
Leisure &

entertainment Wellness & Beauty

Book & Music

E-Tailing

Futurebazaar.com Futurebazaar.com offers the widest range of products at lowest prices everyday! Having pioneered the retailing business in India, PRIL has now decided to revolutionize the consumer e-commerce business in India. It intends to provide customers with a streamlined, efficient and world class personalized shopping experience, which will be supported with the best technology platform. Buying products is a 3 step simple process. All one has to do is Search, Register and Buy. Here you can expect a shopping experience akin to shopping at an actual bazaar but with added simplicity & everyday low prices and an assurance of 'your product' will be delivered within 7 days of purchase. We are proud to inform you that Future Bazaar has been named as the Best Indian Website 2007 in the Shopping category by PC World.

Future Bazaar won the top spot after beating other established players like Rediff, India times, Sify, eBay, India plaza, Chennai Bazaar and India Mall. The award was presented to Future Bazaar for its "decent, no-nonsense approach, while providing a good shopping experience".

2. Foods
a) Food Bazaar, c) Cafe Bollywood d) Chamosa, e) Sports Bar b) Brew Bar,

3-Fashion
a) All, b) Big bazaar, c) Blue sky g) Gini & Joney, j) Pantaloons, d) Central, f) Fashion station, h) Navaras, i) Lee Cooper, k) Top 10

4. Home & Electronics

a) Collection-i, b) Electronic Bazaar, e) Got-it, c) e-zone, f) Top-10, d) Furniture Bazaar, g) Home Town

5.

General Merchandise
a) Big Bazaar, c) Blue Sky, f) Navaras, h) Shoe Factory, b) Big Bazaar wholesale club, d) Brand Factory, e) Central, g) Pantaloons, i) Top 10

6. Leisure & Entertainment

a) Bowling, b) F 123

7. Wellness & Beauty

a) Health Village, b) Star Sitara, c) Tulsi, d) Turmeric

COMPANY PROFILE
Pantaloon Retail (India) Limited, is Indias leading retailer that

operates multiple retail formats in both the value and lifestyle segment of the Indian consumer marker. Headquartered in Mumbai (Bombay), the company operates over 5 million square feet of retail space, has over 350 stores across 40 cities in India and employs over 18,000 people. The companys leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality and Central, a chain of seamless destination malls. Some of its other formats include, Depot, Shoe Factory, Brand Factory, Blue Sky, Fashion Station, all, Top 10, m Bazaar and Star and Sitara. The company also operates an online portal, futurebazaar.com.

Pantaloons is not just an organization- it is an institution, a center of learning and development. Pantaloons believe that knowledge is the only weapon at their disposal and their quest for which they are focused, systematic and unwavering.

Pantaloons take pride in challenging conventions and thinking out of the box, in traveling on the road less traveled. Pantaloons corporate doctrine frewrite rules retain valuesg is derived from this spirit.

Pantaloons Retail was recently awarded the International Retailer of the Year 2007 by the US-based National Retail Federation (NRF) and the Emerging Market Retailer of the Year 2007 at the World Retail Congress held in Barcelona.

Pantaloons Retail is the flagship company of Future Group, a business group catering to the entire Indian consumption space.

PANTALOON CULTURE

Passion for Retail is why we are here.

At Pantaloons, Empowerment is what you acquire and Freedom at Work is what you get. We believe our most valuable assets are our People. Young in spirit, adventurous in action, with an average age of 27 years, our skilled & qualified professionals work in an environment where change is the only constant. Powered by the desire to create path-breaking practices and held together by values, work in this people intensive industry is driven by softer issues. In our world, making a difference to Customers lives is a Passion and performance is the key that makes it possible. Out of the Box thinking has become a way of life at Pantaloons and living with the change, a habit. Leadership is a value that is followed by one and all at Pantaloons. Leadership is the quality that motivates us to never stop learning, stretching to reach the next challenge, knowing that we will be rewarded along the way. In the quest of creating an Indian model of retailing, Pantaloon has taken initiatives to launch many retail formats that have come to serve as a benchmark in the industry. Believing in leadership has given us the optimism to change and be successful at it. We do not predict the future, but create it.

At Pantaloons you will get an opportunity to handle multiple responsibilities, and therein, the grooming to play a larger role in the future. Work is a unique mix of preserving our core Indian values and yet providing customers with a service, on par with international standards. At Pantaloons you will work with some of the brightest people from different spheres of industry. We believe its a place where you can live your dreams and pursue a career that reflects your skills and passions. Over the years, the company has accelerated growth through its ability to lead change. A number of its pioneering concepts have now emerged as industry standards. For instance, the company integrated backwards into garment manufacturing even as it expanded its retail presence at the front end, well before any other Indian retail company attempted this. It was the first to introduce the concept of the retail departmental store for the entire family through Pantaloons in 1997. The company was the first to launch a hypermarket in India with Big Bazaar, a large discount store that it commissioned in Kolkata in October 2001. And the company introduced the country to the Food Bazaar, a unique 'bazaar' within a hypermarket, which was launched in July 2002 in Mumbai. Embracing our leadership value, the company launched all in July 2005 in Mumbai, making us the first retailer in India to open a fashion store for plus size men and women.

The way we work is distinctly "Pantaloons". Our courage to dream and to turn our dreams into reality that change peoples lives, is our biggest advantage. Pantaloons is an invitation to join a place where there are no boundaries to what you can achieve. It means never having to stop asking questions; it means never having to stop raising the bar. It is an opportunity to take risks, and it is this passion that makes our dreams a reality. Come enter a world where we promise you good days and bad days, but never a dull moment! The Store is divided into 6 sections:

Mens Wear:

The Men's department has been further classified into Formal Wear and Casual Wear. In the formal wear section they have brands like John Miller shirts, pantaloons brand of trousers. In the casual wear section they have Pantaloons Cotton Trousers, Bare Casual Shirts and bare brand of jeans. All these brand are exclusively available at Pantaloons Stores. The pricing has also been done taking into consideration the variou s segments of our customers.

Ladies Wear:

The Ladies Department has been further sub divided into Western Wear and Ethnic Wear. The Ladies western wear consists of ladies formal wear, skirts and tops, capris and jeans while the ethnic wear consists of an exclusive collection of Salwar Kameez and Mix'N'Match. They also have a variety of ladies lingerie.

Kids Wear:

The Kids Department has an interesting range of garments for both Girls and Boys. They have a variety of T-shirts, Shirts, Jeans, Cargos, and Trousers for kids.

Accessories:

In the Accessories department Pantaloons has a classic collection of John Miller ties, Belts, Sleep suits, Caps and Hankies.

Jewellery:

Pantaloons has a variety of jewellery in both gold and imitation jewellery. Pantaloons is the exclusive retailer of Cygnus, Nirvana

& Ishis brands of jewellery in the Pantaloons store, Noida. They also have the Ola brand of silver jewellery in the imitation jewellery category.

Cosmetics:

Pantaloons have almost all the major brands present in their store. They have a range of products in LOreal, Revlon, Maybelline, Maxfactor, Chambor in cosmetic and CK, Nina Ricci, Davidoff, Bvlgary, Dior, Hugo Boss, Azzaro and Versace brands in perfumes and deodorants.

FINANCIAL STATUS

INTERNAL CONTROLS AND THEIR ADEQUACY

The company has a sound system of Internal Controls for financial reporting of

various transactions, efficiency of operations and compliance with relevant laws and

regulations. The company has well defined organization structure, documented

policy guidelines, predefined authority levels and extensive systems of internal controls to ensure the optimum utilization of companys resources. Internal controls

and their adequacy.

The company is continuously upgrading its internal control systems by measures

such as strengthening of Information technology infrastructure and use of external

management assurance services. The Retail Management exercise is being conducted by Ernst & Young who advised the company in mitigating the risks.

The Audit Committee, comprising independent directors is involved in regularly reviewing financial and risk management policies, significant audit

findings, the adequacy of internal control systems and compliance with the accounting standards.

Sales

The companys sale has increased from Rs.85,148.85 Lacs to Rs.105,070.26

Lacs, an increase of 76.21 % over the previous year. The company has also

recorded same store growth of 21.58% during the year.

Operating Profit

Operating profit of the company for the year 2005-2006 stood at

Rs.14,623.77 Lacs compared to Rs.9,391.06 Lacs in the previous year, and an

increase of 55.72% over the previous year. The operating margin is 8.32% in

the current year as compared to 9.22% in the previous year, indicating the

marginal fall of 0.91%.

Interest

Interest & Financial charges outflow has marginally increased from

Rs.2,745.66 lacs in 2004-05 to Rs.3,352.48 lacs in 2005-06.The interest &

financial charges cover during the year under review improved to 4.36 as compared to 3.42 in the preceding year. The company reduced the overall interest cost through conversion of working capital loan from banks into commercial papers.

Net Profit

Net profit of the company for the year under review stood at Rs.6,415.75 Lacs

as compared to Rs.3,855.10 Lacs in the previous year, an increase of Rs.2,560.64

Lacs. The net profit has increased by 66.42% over the previous year.

Dividend

The company has proposed the dividend of 25% for the current year

amounting to Rs.766.38 Lacs. (Including corporate dividend tax)

Loans and Advances

Loans and advances stood at Rs.33,550.14 lacs in 2005-06 represented an increase of Rs.24,182.14 lacs over the previous financial year. The major component of loans and advances represents advance lease deposits for the stores paid to Lessors and advances given to suppliers.

Capital employed

The capital employed in the business increased by Rs.62,082.89 lacs in 200506. This is reflected in the liabilities side of the balance sheet through an increase in borrowings by Rs.31,517.81 lacs and an increase in equity by
Rs.30,656.08 lacs. Return on capital employed has been reduced from 22.41% to 17.88% on account of significant investment in subsidiaries and joint ventures

and lease rental deposits given for stores.

CUSTOMER RELATIONSHIP MANAGEMENT

Introduction

We have been hearing a lot about CRM aka Customer Relationship

Management in almost all we come across in our day to day life. Whether it is

Newspaper, Outdoor Hoardings or Mailers we receive from hundreds of places etc. What exactly does this connote to a layman? The simple answer to it is a

way of differentiation between customers to provide greater value to more

valuable customers. The meaning of more valuable would be in terms of the monetary spending received from the customer along with regency and

frequency of visit.

Every retailer today is aiming at an attempt to make a casual customer into a

loyal customer who develops a bond with the retail store he/she visits. Customer relationship management as a transactional exchange helps the marketer to

understand the customer's sentiments and buying habits so that the cust omer can

be provided with products and services before he starts demanding them.

This project throws light on the role of Customer Relationship Management

(CRM) in enhancing the Customer Lifetime Value (CLV). A successful and

effective CRM programme results in increase of Customers Lifetime Value for

the store. The importance of the tangible and the intangible offerings are also discussed. A good CRM Strategy should focus on: Building dynamic

relationship with the customer, making CRM the key element to bu ilding

customer loyalty to a store brand and to build a significant competitive

advantage.

Role of CRM

Expectations of customer is increasing, he asks for more and more value for the same price, and whoever provides him increasing value for money, he buys products from that marketer. Every retailer today is aiming at an attempt to make a casual customer into a loyal customer who develops a bond with the retail store he/she visits.

The entire concept of CRM today has also evolved over a period of tim e. Customer relationship management is ahead of the transactional exchange and facilitates the marketer to understand the customer's sentiments and buying habits so that the customer can be provided with products and services before he starts demanding. This is possible through the integration of four important components i.e. people, process, technology and data.

http://mba.iiita.ac.in/novdec05/ - _edn1

Today the term CRM has become a buzzword in the Indian Retail world. There are a host of reasons which can be attributed to the changing consumer paradigm and the role played by the organized retailers in making CRM a happening phenomenon. Every retailer in India today is looking at some or the other form of CRM or its prime constituent loyalty based programme.

In the retail milieu, where generating and retaining footfalls is the greate st impediment to success, the challenge lies in constantly innovating methods of attracting new customers and keeping there interests alive. Loyalty programmers as part of CRM based activity are one of the ways of overcoming this challenge.

Customer Relationship Management (CRM) to Customer Lifetime Value (CLV)

The variety of activities together play an important role in bringing repeat customers and in turn generating positive word of mouth to also increase new footfalls into the store. This leads to the development of an enthusiastic set of customers who can be approached to convey all new developments, events and promotions. Data mining activities through CRM also provides insights and knowledge about the retailers most valuable customers who result in maximum sales. We also understand the Pareto's Principle which talks about generating 80% of sales from 20% of the customers. This can only happen if the retailer has the 20% as its most profitable customers and not just normal customers. This completely depends upon the kind of business the retailer is into and there is nothing sacrosanct about this understanding.

A successful and effective CRM programme results in increase of Customers Lifetime Value http://mba.iiita.ac.in/novdec05/ - _edn2for the store.

Examples:

Today these and similar kinds of programmer are being run all across India by local as well as national retailers. Let's understand the kind of CRM programme offered by the Pantaloons having a national presence to lure its customers:

Pantaloons

Known as the Green Card it is divided hierarchically into one star, three star, five star and seven star. Criteria for star generation are:

On Purchase of Rs.2500/1 Star Members Gift Voucher worth Rs. 150 on enrolment

On Purchase of Rs.7500/3 Star Members 5% discount on every purchase

On Purchase of Rs.15000/5 Star Members An exclusive 7.5% discount on every purchase

On Purchase of Rs.40000/7 Star Members A whopping 10% discount on every purchase

Green Card is just like 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 and much more.

Categories valid for Green Card Discounts :

Apparel, perfumes & cosmetics, toys, Blue-sky, aLL, Depot, Planet Sports & accessories. Valid on categories within Pantaloons only.

Also valid at standalone, Blue sky and aLL stores .

HOW GREEN CARD WORKS

Present the card for the swipe every time one makes a purchase at Pantaloons.

Membership & 12 month Purchase-based Upgrading System

Three Star Card Upgrade to a 3 star status by shopping for Rs. 7500/-

immediately preceding 12 months of current shopping date.

Five Star card - Upgrade to a 5 star status by shopping for Rs. 15000/-

immediately preceding 12 months of current shopping date.

Seven Star card - Upgrade to a 7 star status by shopping for Rs. 40000/-

immediately preceding 12 months of current shopping date.

12 month Purchase-based Upgrading System

Shop at Pantaloons and 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.

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. 7500 within 2 years of card issue date and retain a 1 star status Purchase worth Rs. 7500 within 1 year of card issue date and retain a 3 star status Purchase worth Rs. 15000 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

GREEN CARD BENEFIT

Green-Add-on-Cards

Green Card benefits can now be shared with members of Green card members family. Family of Green card members also be entitled to direct discount and other privileges that we have to offer. A 1 and 3 star member is entitled to have 1 add-on card. However a 5 and 7 star member is entitled to have 2 add-on cards.
Green-Days

Exclusive Green Card shopping day gives a preview of End Of Season Sale, so that Green card members are first to get hold of the latest merchandise.
Green-Channel

Our special billing counter is open to all Green Card members during End of Season sale. Now Green card members can avoid the rush at the regular billing counter.
Green-Offers Promotions

These are exclusive shopping offers sent to Green card members on a regular basis. Flash Green Card and claim the special offers and promotions. At

times, offers open to all customers are further enhanced for our esteemed Green Card members.

Green-Service-Desk

For all queries, information and services, contact the Green Service Desk at any Pantaloon Store.

Green-Exchange

Now Green card members can exchange their products within 60 days of purchase. (90 days for Seven Star members)

Green-Drop

Busy schedule of Green card members may not permit them to collect their alterations or purchases. Green card members can ask for the Green Drop Service and purchases will be home-delivered to them. 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.

Reserved Car Parking

Offering them space for car parking is like inviting people with arms wide open. The reason for this is the increasing inconvenience customers face to shop on weekends due to non-availability of parking when the stores are huge crowd pullers.
Birthday and Anniversary Greetings

To make the Green card members feel special the stores send greetings and special customized offers to Green card members.

Special movie shows

Green card members are sent passes of movie shows from time to time by Pantaloon store.

OBJECTIVE OF THIS RESEARCH

The Advanced Learners dictionary of Current English lays down the meaning of research as a Careful investigation of inquiry specially though search for new facts in any branch of knowledge.

Find out the customer taste and preference. To find out the customers satisfaction level from the Pantaloon store. To find out the marketing strategy of Shoppers stop, Globus, Life style. To know the pre purchase behaviour of customers.

RESEARCH METHODOLOGY

Research

methodology is to discover answer to question through the

Application of scientific procedures the main aim of research is to find out the truth which is hidden and which has not been discovered as yet. Marketing research is the careful analysis of a business situation by scientifically analyzing it and using various statistical applications to the subject of study.

Research is the process of finding a solution through the use of scientific tools and techniques. Marketing research is a methodical and purposeful study conducted to obtain solution for specific marketing problem.

As far as method is concerned, I preferred personal interview or face to face meeting to ensure accurate information and encourage frank response to questions. At the same time telephone or mail survey was not possible.

While framing the questionnaire, I tried to list a series of question, which could elicit the needed information for proposed study. Questions, which were of no particular value for the study objectives, were not included. I also tried to keep in mind the respondents understanding capacity, ability to recall the information and his experience limits. I didnt include those

Questions in the questionnaire, which could have raised misconception and promoted non-cooperation on their part.

However in the questionnaire I used simple words, which were easy to understand, and beyond any doubt. In the same way ambiguous questions were not included and questions were arranged in a logical order.

RESEARCH INSTRUMENT

The research instruments generally used to collect primary data are questionnaires and mechanical instrument. Some of these are;

Questionnaire:-

Questionnaire are formal sets of questions, prepare to collect the require information .this is one of the most effective and popular technique used in survey. Questionnaire is a tool which provide right information.

Sampling:-

Proper sampling design is essential in marketing research so the sample has to be collecting in such a way that it represents the entire population. My project is based on consumer awareness so I am taking sample of those people who shop regularly.

Sample unit:-

The portion of the population that researcher need to target and that represent the entire population is known as a sample unit. So I am targeting the those customers who shop regular and visit store regularly.

Sample size:-

The size of the sample is an important element in the research process so I am taking the 100 people.

Collection of data:-

In dealing with customers it is often found that data, at hand are inadequate, and hence it became necessary to collect data that are appropriate and adequate. There are two way of collecting the appropriate data:1. By observation: This method implies the collection of information by investigator s own observation, without interviewing the respondents .In survey many times I observed that this customer is interested to fill up the questionnaire or is really interested in the services, variety and brands provided by Pantaloons . 2. Personal interview: I have also collected my data through Personal interview. I made a well structured questionnaire and asked them their awareness about brands, products.

Secondary data:

Secondary data is collected from the company internal and external resources. While the internal resources include the company literature, sales report, broachers, pamphlets etc. and the external sources could be included magazines, newspaper etc.

Research type:-

My project based on consumer awareness so I am taking descriptive and informative research. The main advantages of this research that I have no control over the variable. I have done my survey in Pantaloons Store, Noida.

Sampling method:-

In my survey I have used deliberate sampling. This sampling method involves purposive or deliberate selection of a particular unit of the universe. It can also be known as convenience sampling.

SWOT ANALYSIS OF PANTALOONS

STRENGTHS WEAKNESSES

Pantaloons have wider range of products with better quality and price. Creativity in design and always known for fresh fashion. Pantaloon has ability to supply according to the demand of customers. Pantaloon is very friendly to their business clients even small business clients. It has ability to understand the needs of buyers. Good communication and cooperation among staff members. Entertainment programs run in the store to motivat e the

Competitors have widest range of the product. Long exchange process, which waste the time of customers. Lack of work force Communication between employee customers. Gap and

Customers are not satisfied by the schemes running in the store. Store is not for the low middle class customers because of high range of prices. There is no incentive program for employees, which can motivate them to work hard.

employees.

OPPURTUNITY

THREAT

More consumers preference for retail shopping, because of better quality and prices Pantaloons provide better services to their Green card members. More investments in machineries, men and in management to improve quality standards. Expansions in the product range and value addition.

Pantaloon is facing strong competition from Shoppers Stop and Life Style. Pricing pressure. More variety of products range offered by competitor.

WHICH TYPE OF CLOTHES YOU LIKE MOST?

I have taken this question to know the taste of customers. There are three options in this question i.e. Casual, Formal and Ethnic.

PREFERENCE OF CUSTOMER

13%

23%

64%

CASUAL

FORMAL

ETHNIC

I have taken the sample of 100 people, in which 64 people like to wear casual, 23 people like to wear formal and 13 people like ethnic. By this, I got that most of people like to purchase Casuals.

ARE YOU SATISFIED WITH THE SERVICES PROVIDED BY THE PANTALOONS?

I have taken this question to know the satisfaction level of the customer with the services provided by the Pantaloons. In this question I tried to define the satisfaction level through the point 1-10, where 1 stands for people who are unsatisfied, 5 stands for neutral satisfaction level, where as 10 reflects for highly satisfied person.

CTION LEVEL OF CUSTOMER BY THE SERVICES

23 25 18 20 14 15 No. Of Cus om er 10 5 0 1 3 2 6 6A 3 7A 8A 9A 10A a s fac o n Leve 10 11 10 1 2A 3A 4A 5A

by the services In this question there are only 3 people out of 100, who are not satisfied with the services provided by the Pantaloon, 32 people has the low or neutral level of satisfaction where as 47 people has high level of satisfaction and 18 people has highest level of satisfaction. By that, I come to know that the level of satisfaction is very high.

ARE YOU SATISFIED WITH THE BRAND AVAILABLE IN THE STORE?

I have taken this question, to know the satisfaction level of customers with the brands available in store. In this question I tried to define the satisfaction level through the point 1-10, where 1 stands for people who are unsatisfied, 5 stands for neutral satisfaction level, where as 10 reflects for highly satisfied person.

In this question there are only 4 people out of 100, who are not satisfied with the brands available in the Pantaloon, 22 people has the low or

SATISFACTION LEVEL OF CUSTOMERS WITH THE BRANDS

30 25 No. of Custome 25 20 15 10 10 6 5 0 1A Series1 4 2A 10 3A 2 4A 6 5A 4 6A 14 7A 7 8A 25 9A 15 10A 13 4 2 4 7 14 15 13

Satis faction Le ve l Series1

Neutral level of satisfaction where as 61 people has high level of satisfaction and 13 people have highest level of satisfaction. By that, I come to know that the level of satisfaction by the brands available is very high. The people who are unsatisfied or with lower level of satisfaction wants more brands in the store, like, Allen Solly, Black Berry, Code, Biba, Ritu Wears, Spykar in ladies section and Code and Kappa in men section

ARE YOU SATISFIED WITH THE VARIETY AVAILABLE IN EACH BRAND?

I have taken this question, to know the satisfaction level of customers with the variety available in each brand. In this question I tried to define the satisfaction level through the point 1-10, where 1 stands for people who are unsatisfied, 5 stands for neutral satisfaction level, where as 10 reflects for highly satisfied person.

SATISFACTION LEVEL OF CUSTOMERS WITH THE VARIETY AVAILABLE IN EACH BRAND

30 25 20 No. of 15 Respondents 10 5 0 1 Satisfaction Level 1A 2A 3A 4A 5A 6A 7A 8A 9A 10A 14 7 4 4 6 15 11 8 3 28

In this question there are only 7 people out of 100, who are not satisfied with the variety available in each brand, 28 people has the low or neutral level of satisfaction where as 62 people has high level of satisfaction and 3 people has highest level of satisfaction. By that, I come to know that the level of satisfaction is high.

ARE YOU SATISFIED WITH THE PRICE?

I have taken this question to know the satisfaction level of customers with prices of products. This question has two options YES/NO. In response of this question I got that there are only 14% people are not satisfied with the price and rest 86% are satisfied.

SATISFACTION LEVEL OF PRICE

NO 14%

YES 86%

For any company its very important to satisfy their customer on price tag, to convert 14% people into Yes category, store should include more variety in each brand with low price.

WHICH SECTION YOU LIKE MOST IN RESPECT OF QUALITY, VARIETY & PRICE?

I have taken this question to know the section which is preferred by most of the customers in respect of prices, quality & variety. This question has four options, Men, Women, Kids, General Merchandise.

SECTION PREFERED BY CUSTOMER

GENERAL MERCHAANDISED 9% KIDS 14%

MEN 35%

WOMEN 42%

In response of this question I got 42 people out of 100 prefer or like Women section, 35 people like men section, 14 people like kids section and 9 people like general merchandise. So the most preferred section by customers is Women section.

HOW OFTEN DO YOU SHOP?

I have taken this question to know the shopping habit of the people, how frequent they shop. This question has four options, Daily, Weekly, Monthly, Biannually. In response of this question I got 6 people out of 100 shops daily from the stores, 29 people shop weekly, 58 people shop once in a month and 7 people shop biannually. So by this question I got maximum number of people shop once in a month.

FREQUENCY OF SHOPPING
58% 60 50 40 NO. OF 30 RESPONDENTS 20 10 0 Daily Weekly Monthly Biannually FREQUENCY 6% 7% Series1 29%

ARE YOU SATISFIED WITH THE SCHEMES RUNNING IN THE PANTALOONS?

I have taken this question to know the satisfaction level of customers by the schemes running in the store. This question has two options, Yes/No. In response of this question I got that there 30 people out of 100, who are not satisfied with schemes running in the store, but ratio of satisfied people is always high in Pantaloons. 70% people are generally satisfied with the schemes running in the Pantaloon.

SA ISFA

SCHEMES

NO

30

YES

70

10

20

30

40

50

60

70

80

Series1

By this question I come to know that the schemes which run in pantaloons outlet is quit effective and directly touch to customer.

NO OF

ESPONDENT

GENERALLY, YOU SPEND IN SHOPPING AT A TIME.

I have taken this question to know the lump-sum amount a customer can spend at a time. This question has four options, 0-1000, 1000-5000, 5000-10000, 10000+. In response of this question I found there are 14 people who spend up to 1000 Rs at a time, 68 people spend up to 5000, 15 people spend up to 10000 and 3 people spend more than 10000 at a time.

SPENDING LEVEL
68 70 60 50 40 NO. OF RESPONDENT 30 20 3 10 0 0-1000 1000-5000 5000-10000 10000+ AMOUNT SPEND

14

15

Most of customer usually spends 1000 to 5000 which shows that Pantaloons Retail easily attract to middle income group.

GENERALLY, YOU SPEND MORE FOR.

I have taken this question to know the customers preference in respect of Cloth, Accessories, Jewellery and Cosmetic. This question has four options, Cloth, Accessories, Jewellery and Cosmetic. In response of this question, I got that 71 out of 100 prefer to buy clothes, 23 prefer accessories, 5 prefer jewellery and 8 prefer cosmetic. So the conclusion from this question is that most people like buy apparels first then accessories, jewellery and cosmetic. So the company should also pay more attention on accessories, jewellery and cosmetic. So that each section of the store become most preferred section by the customers.

MOST PREFFERED SPENDING SECTION

71

23 S1

CLOTH

ACCESSORIES SECTI

JEWELLERY

COSMETIC

. ESPONDENT

WHAT DRIVES YOU TO OTHER PLACES?

I have taken this question to know the reasons, which drives customers to other places. This question has six options, Ambience, product, price, service, quality, and any other.

REASON OF DIVERSION

ANY OTHER 7% QUALITY 20%

AMBIENCE 16%

PRODUCT 23% SERVICE 12% PRICE 22%

In response of this question I got that 16% prefer other outlets becau se of Ambience, 23% because of Product & variety, 22% because of Price, 12% because of services, 20% because of Quality and 7% because of any other reasons. So company should focus on these areas. Pantaloon should increase its product range because most number of customers go to other outlet because of less product variety, it should also focus on services, quality and ambience.

BESIDE PANTALOONS WHICH OUTLET YOU VISIT MORE?

I have taken this question to know that which outlet is preferred by customers other than Pantaloons. This question has three options, Life Style, Shoppers Stop & Globus.

PREFERRED OUTLETS OTHER THAN PANTALOONS

60 NO. OF RESPONDENT 50 LIFE STYLE 39 40 30 20 10 0 OUTLET NAME SHOPPERS' STOP LIFE STYLE GLOBUS GLOBUS 17 SHOPPERS' STOP 44

In response of this question I got 44 out of 100 prefer Shoppers Stop, 39 people prefer Life Style and 17 people prefer Globus. It means Shoppers Stop is the main competitor of Pantaloons. Pantaloons should focus on the schemes running in the Shoppers Stop.

WHAT THINGS YOU WOULD LIKE TO SEE IN PANTALOONS SO THAT YOU CAN SHOP MORE FROM HERE?

I have taken this question to know that what customers want to see in respect of improvement. This question has four options, Quality, Discount, Variety, and Brand. This question will help to know that, the customers view, what they want to see in the Pantaloons, so that they shop more from Pantaloons.

SOURCE FOR IMPROVEMENT

NO. OF RESPONDENT 50 45 40 35 30 25 20 15 10 5 0

45

28 15

12

QUALITY

DISCOUNT SOURCE

VARIETY

BRAND

In response of this question I got that 45% people like cash discount and they will shop more if they get discount, 28% people want to see more variety in Pantaloons, 15% people want more brand and 12% people want better quality. By this I come to know that mostly customers want Discount and Vareity.

CONCLUSION

Pantaloons Retail India Ltd has strong goodwill in Retail Industry in

respect of quality.

Customers mostly prefer those outlets, which provide them better services, price & product. Customers want improvement in Pantaloons in respect of services, variety, and brands.

The customers generally prefer cash discount. There after they want more variety and quality in the store.

Customers go to other places because of Ambience, product, price, so

Pantaloons should also do some work on these.

Customers are generally satisfied with the services provided by the

Pantaloons.

Customers are satisfied with the price and schemes running in the store.

There is misperception about Pantaloons store that the store has generally high price products that is why middle class people do not easily attract towards
Pantaloons.

Communication through mail, e-mail and phone with royal customers may strengthen the sale.

Customers mostly insist on a particular brand, which shows considerable amount of brand awareness. They want more brands in Pantaloons.

RECOMMENDATION

Since Pantaloons store, Noida is situated in the last shop of the mall and customers do not find it easily, so pantaloons should arrange a big board or advertisement written where it is and also a more line i.e. ensure gift for kids, on the entrance of the mall.

Since customers want more brands, so Pantaloons should increase the number of brands in the store, i.e. Black Berry, Allen Solly, Code, Kappa, Madame.

Since customers want more services from Pantaloons so the Pantaloons should increase services in the store.

Pantaloons make easier their exchange process & alteration process

because its time taking, which irritate the customer.

Pantaloons should also take some effective steps to change the

misperception about price factor of the outlet & the best step is advertisement.

LIMITATION
The 5 Questions that are very common and arise during the Research.

W ?
Every researcher will face all these words during the research. There are some Limitations, which I have faced during the research.
Time constraints: There was limited time each day and lots of task to be

hom here hat hy hen

performed (i.e. to prepare various reports, to spend lot of the time in the company & to increase my own knowledge and completion of the tasks given by our faculty Guide as well as by our Company).
Lack of Knowledge : Some people have less knowledge about the products

and brands available in the store.

Time Consuming : Contacting each and every customer and wait for them

is very time consuming.

Response: Some time the customers are not responding to me because

sometime they told me that I am busy or I am getting late or next time I will fill this questionnaire not now or some time they told we are not interested.

Some of them told me that the competitors, like, Shoppers Stop, Life Style and Globus are providing better schemes and services.

Limited Area: As I had covered limited area so finding respondents was also

limitation for me. This data has been gathered from a store so it can be changed as the sample area change. Market research may not provide exact solution for the problem

BIBLIOGRAPHY
COMPANY WEB~SITE ( www.pantaloon.com ) COMPANY BROWSERS & Annual Report
Kotler Philip, marketing Management Kothari C.R., Research Methodology

QUESTIONNAIRE
1. NAME: 2. AGE: 3. Are you a Green Card member?
Yes No GENDER: Male/Female

4. Which type of clothes you like most?

Casual Formal Ethnic

QUESTION NO. 5 TO 7 ARE DEFINING THE LEVEL OF SATISFACTION (1- Unsatisfied; 5- Average; 10- Highly Satisfied)

5. Are you satisfied with the services provided by the Pantaloon

1 2 3 4 5 6 7 8 9 10

6. Are you satisfied with the brands available in the store.

1 2 3 4 5 6 7 8 9 10

7. Are you satisfied with the variety available in each brand

10

8. You like any specific brand , and which brand

9. Are you satisfied with the price?

Yes

No

10. Which section you like most in respect of quality, variety and price.

Men merchandise

Women

Kids

General

11. How often do you shop? Daily Weekly Monthly Biannually

12. Are you satisfied with the schemes running in the Pantaloon? Yes No

13. Generally you spend in shopping at a time. 0-1000 10000+ 14. Generally you spend more for Clothes Cosmetic Accessories Jewellery 1000 -5000 5000 -10000

15. What drives you to other places Ambience Quality Product Any Other Price Service

16. Beside Pantaloon, which outlet you visit most. Life style ShoppersoStop Globus

17. What things you would like to see in Pantaloons, so that you can shop more from here. Quality Brand Discount Variety

=====

COMPANY MILESTONE

Major Milestones
1987 Company incorporated as Manz Wear Private Limited. Launch of Pantaloons trouser, Indias first formal trouser brand. 1991 Launch of BARE, the Indian jeans brand.

1992

Initial public offer (IPO) was made in the month of May. The Pantaloon Shoppe exclusive menswear store in
franchisee format launched across the nation. The company starts the distribution of branded garments through multi-brand retail outlets across the nation.

1994

1995

John Miller Formal shirt brand launched. Pantaloons Indias family store launched in Kolkata. Big Bazaar, Is se sasta aur accha kahi nahin - Indias first
hypermarket chain launched.

1997

2001

2002

Food Bazaar, the supermarket chain is launched. Central Shop, Eat, Celebrate In The Heart Of Our City Indias first seamless mall is launched in Bangalore.

2004

2005

Fashion Station - the popular fashion chain is launched aLL a little larger - exclusive stores for plus-size
individuals is launched

2006

Future Capital Holdings, the companys financial arm launches

Sector wise key players in organized retailing in India

Food & Grocery

Non Food

Groceries

Apparel
Arrow, Lee, Levi's Benetton, Weekender, Will Sport, Mark's & Spencer, Mango, Provogue, etc.

Food world Nilgiris Subhiksha Food Bazaar

Books & Music, Stationery

Crossword, Planet M, Archives, Music World

Electronics Restaurants & Fast Foods

Viveks, Vijay Sales, VGP

Departmental Stores
Shopper's Stop, Westside, Globus, Pyramid, etc. McDonald's Pizza Hut Domino's Barista

Furnishings
Zeba, Yamini, Fabindia

Beauty
Lakme, Shahnaz Herbals

Jewellery

Coffee Day

Tanishq, Gili, Oyzterbay, Intergold

Watches
Titan, HMT, Fossil, etc. Omega,

Hypermarkets
Big Bazaar, Giants, Sabka Bazaar

ORGANIZED VS TRADITIONAL RETAILING

Organized retailing in India is only two per cent which is very poor compared to other South Asian Countries.

Organized Retailing Traditional Retailing

Malaysia Thailand Philippines Indonesia South Korea China India

50% 40% 35% 25% 15% 20% 2%

50% 60% 65% 75% 85% 80% 98%

ORGANISED S TRADITIONAL RETAILING

50% 60%

65%

75%

85%

80%

98%

50% 40% Malaysia Thailand 35% ines

25% 15% Indonesia South Korea 20% 2% China India

Traditional Retailing Or anized Retailing

CONTRIES

Phili

TYPES OF RETAILING