Need for Implementation of CRM in Pantaloons

1 3 5
Establish long term Ease of customer Customer
relationships &
profiling Retention
customer satisfaction

Improving the
Marketing and Monitoring of cost
efficiency of
Promotions elements/expenses
the business
2 4 6
CRM Strategies used in Pantaloons

Customer Customer Customer Customer Service

Acquistion Retention Service satisfaction Recovery

 Display  Loyality Program  Quality  Respective

 Quick Chat
Advertising  Green Card  Store Interiors & service team for
 Social Media  E-mail
 Mission Ambience seamless flow of
 Contact No. customer service
Marketing Happiness  Product Dept.
 Affliate Marketing
CRM Practices & 1

Implementation Special Sale Day

2
Fashion Friday Sale

3
Gift cards

4
In-House Activities & Festivities

5
Credit Notes

6
Online Sale
 Customer Loyalty Program
 Green-Add-on-cards
 Green channel
 Green Service Desk
 Green-Exchange
 Green-Drop

1
Green Card Loyalty
Program
Mission Happiness
2

 to engage customers using a

physical screen in stores and
then have the contact centre
follow up with comments.
CSAT Form Tracks customers helps in understanding
advocacy, perhaps the service quality of
loyalty personnel and gap
areas

helps to track the

reason for customer
retention and gap
areas
 CRM Tools
CAPILLARY
 Push Notifications
 Emails
 SMS

 Storage of data SAP Retail Solutions

 Keeping a track record of Saturn has rings
customers/vendors/distributors
 Tracking real time updates
 Increase the customer wallet share
 Trend Analysis
 Sourcing & Procurement
Recommendations

focus on More points per

acquiring new Week 2 rupees of Week 4
customers shopping can be
through CRM adopted

can keep a
More service water
executives dispenser /
Week 1 should be hired Week 3
coffee dispenser
at the store