C U S T O M E R R E L AT I O N S H I P

MANAGEMENT

pantaloons
Team Members
❏ Pantaloons is India’s leading retailers that operates multiple
retail formats in both the value and lifestyle segment.
❏ It is Headquartered in Mumbai.
❏ Pantaloons was previously controlled by the Future Group,
later it was taken over by Aditya Birla Nuvo Limited.
❏ Pantaloons stores have an abundance of choices across
categories that range from western to Indian wear, formal to
party wear and active wear for men, women and kids.
❏ Pantaloons offers a host of well-loved in-house labels as well
as national brands across all the categories.
❏ Pantaloons today retails over 200 licensed and international
brands, including 24 exclusive in-house brands.
❏ Pantaloons is amongst the most widely present retailers with a
network of 308 stores 400000 sq feet.
❏ Pantaloons has a pool of over 15 million deeply engaged
customers. Pantaloons Fashion & Retail Limited generated a
revenue of over 35 billion Indian rupees in financial year 2020.
❏ CRM is an important element in maintaining one’s
WHY CRM
business in the retail marketing industry.
❏ Wants to focus both on acquisition and retention.
❏ To convert daily footfalls into loyal customers
❏ To provide extraordinary service and customer
satisfaction
❏ To increase customer share.
 CRM Practices in
❖ More than a business imperative, Pantaloons give Pantaloons
more importance to the customers -customer
centric.
❖ The main aim is to become preferred choice for the
customers and to achieve competitive advantage in
the fashion industry.
❖ They have built a strong and lasting brands with
internal capabilities in product differentiation,
positioning and communicating value.
❖ Pantaloons they use Brand Equity Index and
Customer Value proposition to collect data and
inform the branding decision.
 ❖ The Green card membership is meant for Pantaloons Customers
and can be used at Pantaloons online & offline stores.
❖ By becoming a Green card Member, the member authorizes

CRM is also practiced Pantaloons to communicate, from time to time, on contact details

through “GREEN CARD” provided by the member.

❖ The value of 1 GREEN CARD reward point is 25 paise.
program.
❖ To earn Green card points on first bill, members need to shop for Rs.
2000/- and above.
❖ Pantaloons provide exclusive billing counters for the selected
customers who hold the card at selected store.
❖ Pantaloons has given different star ratings for their customers and has
given them various offers and
discounts according to their star ratings. The ratings are given as 3, 5
and 7.
❖ The customers gets benefits based on their ratings starting from
exclusive billing counters, anytime assisted shopping etc.
 Benefits of Green card program
❖ FASHION FRIDAY- Additional 5% discount to all members.
❖ Instant discounts every time when a member shops at Pantaloons.
❖ Regular updates on collections and promos (beginning and end) via catalogues, sms and email.
❖ Tracking of buying behavior of customers, customers are informed for their preferences whenever new
stocks of their preferred brands arrives at the store.

ONE CARD, ANY STORE

It integrates customer database across all stores of Pantaloons.

Customers can also provide their through Dropbox and share with us program-
(sharewithus@pantaloons.com)
 QUALITY CARE CELL
❖ The quality care cell has been created with an objective specifically to understand
and address the post purchase consumer experiences in product quality.
❖ Each complaints are analyzed carefully and takes it forward to manufacturers and
stakeholders for improvement.
❖ For quicker resolution of complaints, the cell has migrated to issue the refund gift
voucher for justified complaints directly on to customer’s mobile. This saves time,
eliminates printing and couriering of physical gift voucher.
❖ Quality care cell plays two important role:

QUICK RESOLUTION OF CUSTOMER COMPLAINTS

DRIVE PRODUCT QUALITY IMPROVEMENTS THROUGH ANALYSIS

AND COLLABORATION