Professional Documents
Culture Documents
CRM: Ibs - M
CRM: Ibs - M
CRM: Ibs - M
PRERAK SHAH VIBHOR BHATT RISHI RAJ SINGH CHAITANYA FULIA SAUHITYA GARABADU
Challenges..
Complexity Poor usability Fragmentation Security concerns Business reputation
Strategy..
People Processes Technology
Implementation..
Implementation issues Adoption issues Statistics Increasing usage and adoption rates Help menus
Types/Variations..
Sales force automation Marketing Customer service and support Appointment Analytics Integrated/collaborative Small business Social media Non-profit and membership-based Horizontal Vs. Vertical
Benefits of CRM..
A CRM system may be chosen because it is thought to provide the following advantages :-
Quality and efficiency Decrease in overall costs Decision support Enterprise agility Customer attention Increase profitability
About..
Owned by Avenue Super Marts Ltd. Stores in Maharashtra, Gujarat, Andhra Pradesh and Karnataka. Spread over 17 cities.
D-Mart
MEHNAT HAMARI BACHAT AAP KI!
MISSION To be lowest priced retailer in the area of operation/city/region.
VISION Its our continuous endeavor to investigate, identify, and make available new product categories for customers everyday use and at the best values than anybody else
Image Set-up
Setting up an image of a DISCOUNT STORE. Offers VALUE FOR MONEY Provides a lot of offers Some throughout the year Some for a specific season or period TARGET GROUP Value conscious people Upper/Lower middle income customers
Category of products
Grocery Fruits and vegetables Beverages Frozen food Dairy products Personal and home care Foot wares
Cosmetics and beauty care. Medicines Household utensil Fashion accessories Apparels/ garments
Merchandise
Good product mix and lot of variety is available. The D-Mart offer price and the Max. Retail Price both are visible on the price card During the festival season, the festival items are kept in the main area.
A wide range of festival and decorative items are kept for Ganpati and Navratri festival.
Disadvantages of Merchandising
At the apparels section, the new entries were not displayed properly. Products that needed appropriate cooling were not stored properly. In the passage lot of material was stored thus blocking the movement of lot of custumers. Only one way movement of Shoppers is possible.
FEEDBACK
Drawbacks
Many staff were unfriendly and unfamiliar with rules. There were huge queues for billing products, there was no segmentation done for the customers on the basis of their purchases. Also customers frequently complained the debit/credit cards machines not operating properly.
Competitor in Powai
A short and brief comparison on D-Mart and Haiko has been done.
PRODUCTS Bourbon Parle G Cadbury Maggi Knorr Soup Kellog's Cornflakes Tropicana Juice Bournvita Soft Drinks Dove Shampoo Lifebuoy Tide Curd Pillsbury Atta Onion Tomato Potato TOTAL SAVINGS(%)
MRP 25 50 150 80 35 135 90 155 65 210 142 462 35 300 10 10 10 1964 22.5 46 127.5 80 32 125 80 145 57 190 99 427 32 245 13 18 14 1753 11%
OFFERS 21 45 124 69 30 120 80 129 58 195 97 369 29 239 14.34 21.75 12.63 1653.72 16%
OFFERS
Results
CRITERIA
Pricing
Hospitality Billing Counters Personal Selling Product Range
HAIKO
Better
Best Better Best Better
D-MART
Best
Better Best Better Best
Green Card privilege Warm Namastey at the entry Gate Music dedication Regular updates on offers to privilege customers Food court available
Strengths
Low price Good stable image as a retail store Spacious and located at a prime location
Weakness Low brand loyalty Poor space utilization No backing of a known corporate or business house No electronic equipments Stand alone stores.
Opportunities Booming retail sector Limited presence in the suburbs can be a potential untapped market s in major cities.