Dear Sir/Ma’am,

Greetings from Jaipuria, Jaipur !!

Guest Session in Customer Relationship Management

by Mr. Vinay sharma, General Manager at Kirana King

"Twenty years from now, it's going to be a retail era"

As the old verse goes, “Make new friends, but keep the old. One is silver, the other gold.” Similarly, a
long-term customer is of more value than a single-deal customer, and it’s a lot less expensive to keep a
current customer than to acquire a new one.

Understanding the importance of CRM in retail, Jaipuria Institute of Management, Jaipur organized a
guest session of Mr. Vinay Sharma, an alumnus of IIIM, Jaipur and currently working in Kirana King as a
General Manager, Mr. Vinay was given a floral welcome by the session co-ordinator, Dr. Shubha Johri,
Marketing faculty, Jaipuria, Jaipur.

As an expert in retail, Mr. Vinay acquainted the students with the importance of KYC in retail sector. He
said, "As a sales person, we are always involved in making a sale, we hardly have time to communicate".
With the help of a real life examples from retail industry, Mr. Vinay guided the students and aided them
in the understanding of ways by which customers are to be retained.

He further emphasized upon staying in touch with the customer. He said, “If a customer comes to your
store, he won't be staying for long, you can either let that time slip away or use it for feedback."

The technical terminology was made malleable enough to grasp with the help of the lively interactions.
The live demonstration of how to identify a buyer persona enlightened the students with the procedure
in a comprehensible manner. Further, the emphasis on FAB (Features, Advantages and Benefits) and its
proximity of importance in sales and eventually establishing customer relation.

The discussion on Customer relationship was followed by a brief note on being a leader. The Difference
between a Boss and a Leader. A boss manages their employees, while a leader inspires them to
innovate, think creatively, and strive for perfection. Every team has a boss, but what people need is a
leader who will help them achieve greatness.

The session brimmed with information but like all good things, came to an end after a fruitful discussion
which was thoroughly enjoyed by the students.