Submitted By:Amresh Kumar:-A 51 Alok Kumar:-A 16 Prabhat Shukla:- A 52 Manish Ahuja:-A 36

Shoppers Stop -First Citizen A loyalty programme and a virtue Shoppers Stop's virtue of always 'putting the customer first' has enabled it to pioneer a reward-based loyalty programme called Shoppers Stop First Citizen. With over 1 million members contributing over 65% to sales annually, Shoppers Stop First Citizen loyalty programme is the biggest and most successful programme in this category Shoppers Stop in 2008 have looked around and taken a interesting turn. The brand ,instead of telling the customers to look beyond shopping , now has started to inspire them to "start something new". The new tagline comes along with the change in the logo which now emphasizes that the positioning of the brand has been upgraded to a "bridge to luxury" store. While back in 2006 the brand was focused more on the "beyond shopping" experience, where they emphasized on customers"Attitude". It was during this time the concept of Retail store gained traction and created. This was preceded by the IPO which was launched in 2004 , after which the brand underwent a complete transition, providing customers more then International shopping experience. The retail store that was launched in 1991 ,started off as a purely menswear store. The store in the later years quickly expanded to womenwear, jewellery,accessories,and apparel. In the next few years the brand was potrayed as the place where customer satisfaction and experience was given the utmost priority.

Shoppers stop first citizen(loyalty)card

First citizen : the name first citizen reflects commitment to offering customer the ultimate shopping experience

Objective: Ensure stickiness by increasing rewards to customers on every purchase they make at the shop. Eligiblity: Any customer who purchase goods worth a predetermined amount. Modalities: Earn points which can be redeemed against their bill amount. Three tiers with increasing value per point at each level. Members are given special sale previews, birthday gifts & unique focussed offer. Results: Has generated a database of over 23 lakh members who contribute to nearly 70% of the total sales of Shoppers Stop

Details of first citizen card

As a First Citizen, your shopping experience becomes even more enjoyable with Reward Points for every time you shop at Shoppers Stop Exclusive benefits & privileges Updates on what you can look forward to shop for at Shoppers Stop

Cont
Exclusive cash counters at Shoppers Stop so you can spend more time shopping than waiting in a line Enrollment fee includes 10.3% service tax (Rs.181.32+Rs.18.68 service tax Exclusive benefits & privileges

First world : experience the rewards

Pizza hutt : 20% off on your bill on a minimum billing of rs 600 Costa coffee : 20% off on all beverages Kaya skin clinic : rs 500 off on any service package Golds gym : rs 500 off on annual membership Fortis escorts hospital : up to 10% off on all surgical procedure

Other CRM Programs

Direct mailers for birthday wishes and information about first citizen preview sale E-mail response management for ensuring better feedback from customer Customer service and support helps better understand ones customers and anticipate their interest in an enterprises products and services

Software's Used by Shoppers Stop: Shopper Stop is using WIN/DSS & AS/400 MSS for CRM program which come from company named JDA. Shopper Stop is Using PLUTOS software for there billing.

Customer Life Time Value

LTV = Total revenues- (Fixed costs + variable costs) Total revenue = no. of customer * purchase of each customer= 23,00,000*20,000= 46,00,00,00,000 Fixed Cost = 80% of total revenue = 36,80,00,00,000 Variable cost = 36,80,00,00,0 Total cost =Fixed cost + Variable cost =(36,80,00,00,000 + 36,80,00,00,0) =37,16,80,00,000 /Gross Profit = 19,87,20,000/Discount rate =12% = 2,38,46,400/Net Profit Value=(GP - Discount)17,48,73,600 /Life time value =(NPV/Total no. of customers)=760/-