BY R.V.S.

KARTHIK 1225110257

A strategy used to learn more about customers needs and behavior in order to develop stronger relationship with them

Any application or initiative designed to help an organizations to optimize interactions with customers, suppliers or prospects

The primary goal is to maintain relation with clients.

It stores the information that is related to customers.

4TH largest in the world

Accounts for 35% of the GDP Organized retail is 8% by 2010 Traditional to shopping malls Major players-Reliance , Aditya Birla, Tata, RPG group MNC- Wal-Mart, Carrefour, Costco,

Problem identification from customer perspective

Managing customers Effective communication

Analyzing customer perceptions

Managing service behaviors Dealing with long term consequences Negotiating solutions Generating an action plan

Customer loyalty
Customer retention Customer communication Customer gratification

Reliance one membership

Gets redeemable points Opportunity of getting 4 different insurances

Offers & discounts Repeats offers if it works with products Zonal level Acceptance of credit and debit card

Form of sms or email

Organizing special events Thank you & festive cards

Trained sales person

Thank you with a smile

Periodic surveys
Gift voucher to the highest purchaser of the day

Long queues at billing counters

Delay in processing of membership cards

Common policy for reliance fresh & mart

Policies less followed in small towns

Personal contact numbers

No of billing counters increased

Change policy of both stores

More new technology is adapted

Monitor competitive performance

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