Flipcart

Its market penetration is close to 60 percent and the sales are growing at the
rate close to 400 percent year on year with a relative decrease in the last
quarter.
With 7 years of experience and practicing customer centricity as their core
principle is the key to the increase in market share.
What does Flipcart think that it is best in?
And, what are the actual customers perception?

Flipcarts take on eCRM

eCRM is not here to change marketing but to enhance it by encashing
opportunities to improve their effectiveness and to deliver customer value.
It reduces the costs involved in communicating to customers.
Note: Flipcart still find it relatively costlier, as a result just focusing on mobile
crm rather than the web development.
The goal of eCRM systems is to improve customer service, retain valuable
customers.
Note- What is the definition of valuable customers?
Not clear on term valuable . And hence losing on the customers.

Flipcarts take on technology

CRM applications take full advantage of technology innovations with their
ability to-:
Collect and analyse data on customer patterns,
Interpret customer behaviour,
Develop predictive models,
Respond with timely and effective customized communications and
Deliver product and service value to individual customers.

Customer Touch Points

eCRM systems support multichannel touch points with the company and a key
challenge is providing a consistent experience for the customer.
Offering multiple interaction paths scores convenience points for customers but
this benefit quickly evaporates if the customers are forced to repeat themselves
because one part of the organization is not synchronized with another.
Note-: And we are thoroughly working on it.
We are the best in the Customer touch points, says a senior employee of Flipcart.

Personalisation and e-Loyalty

When executed correctly eCRM implementations are designed as a digital loyalty
cycle that continuously improves to create lasting competitive advantage.

Mobile CRM
Step 1 - Needs analysis phase:
What are the criteria of Flipcart to go for Mobile app and closing down the
website?
The need of the customers and the research on tendency of the customers to use
mobile app more frequently that web pages, is the major reason of the
transformation.
Step 2 Design phase:
This is the next critical phase that will show all the technical concerns that need
to be addressed.
It should be simple and easy to handle.

Step 3- Testing phase:

This step is mostly to ensure that the users and stakeholders all approve of
the new system.
Upon whom the test should be conducted?
And what should be the geographical and psychological criteria of the test?
Step 4 Rollout phase:
This is when the new system is implemented.
The mobile channel creates a more personal direct connection with
customers.
It is continuously active and allows necessary individuals to take action
quickly using the information.
Note:- They are expecting that there will be a high degree of effectiveness
of the mobile CRM as well as high degree of responsiveness among the
customers.

Customer feedback : 1
I had ordered a lenovo K900 opn 19.07.2014 which I received on 22.07.2014 (order no:
OD40718183330).
I was having problems with the battery, later the screen and my phone had started heating
up, I called up your customer care and ever since Ive been having to call again and again
and was told my problem would be resolved in 24 hours but i never got a call from your
end. I called again and was given the complaint no. 19727476, and you replied to me with
the following mail:
We regret to inform you that MazaPrice has declined your return request for 84650417 by
citing the below mentioned reason:
The issue has been resolved between you and MazaPrice. Hence, there will be no
replacement or refund.
MazaPrice has added the following details as well: pls visit nearest LENOVO CARE for
replacement
which is abrupt and ambiguous
People choose online shopping for convenience and i will not deny you do sell your
products cheaper but this has been the worst of my online shopping experiences. And i
am appalled at your incompetency.

Feedback 2
Dear Flipkart,
I had order for a lenveo k3 note thro order nbr OD303379719276003000 which
was supposed to be delivered on 22nd July. What I see this morning is that the
order has been CANCELLED by godamn Flipkart. I want to WHY?
Very upset customer
On time delivery issues.

Feedback 3
maya1 August 2015 at 00:22
Hi, I have ordered preethi mixie. Its supposed to be delivered today but not yet
despatched.. What else I can do here to to get my product.
On time delivery issues.

Feedback 4
harvinder singh22 August 2015 at 20:14
Very bad experience
I have received accu check glucose meter with out code chip and test strip
Seal of box was tempered.
Security issues. Damaged.

Feedback 5
Prasenjit Dey1 March 2014 at 07:08
it is one of the worst customer care. As it is mentioned as 24/7 customer care
for flipkart. I tried almost all the numbers but its states that it is closed.
Customer care unresponsiveness issue.

Feedback 6
bella says:
Hi Im from pune I can not buy anything from flipkart now when I ordered
product replacement shows only change addres we cant deliver to this addresI
changed to different different addres by correctly everything it shows Same thing
plz recomend me why I shd do?
Common problem faced by a majority of potential buyers.

Ex associate of Flipcart has admitted that Flipcart has lost the

first mover advantage (reason unrevealed).
But these above mentioned feedbacks of customers are enough
reasons.
(The feedback of customers are taken on the random basis and all of the above
speaks negative about the Flipcart).