STUDY OF CUSTOMER RELATION & RETENTION

MANAGEMENT IN
SHOPPERS STOP LTD.

PRESENTED BY:-
GAUTAM CHAURASIA
ROLL NO.- 222002
CONTENTS

1. COMPANY OVERVIEW
2. VISION AND MISSION
3. KPIs
4. PRODUCTS
5. SWOT ANALYSIS
6. COMPETITORS
7. LOYALTY PROGRAMS
8. INTRODUCTION OF THE TOPIC
9. KEY LEARNINGS
10. CONCLUSION
COMPANY OVERVIEW

• Shopper’s Stop Ltd (Shopper’s Stop), a subsidiary of K Raheja

Corp, founded in 27th October, 1991, is a retailer of apparel,
beauty, home decor, accessories, fragrances and luxury
watches. The company operates large format departmental
stores, home stores, specialty stores, and warehouse retailers.
Its stores offer apparels, accessories, fragrances, footwear,
cosmetics, toys, kitchen, dining products, home appliances,
home furnishing and decor products.
VISION AND MISSION

• VISION-
To be a global retailer in India and maintain number one position in
Indian Market in department store category.

• MISSION-
To strive and achieve nothing but the best in terms of processes,
practices and deliverables.
KEY PERFORMANCE INDICTORS

• AVERAGE TICKET VALUE

• ITEM PER TRANSACTION
• AVERAGE SELLING PRICE
• CONVERSION RATE
HOME BRANDS

• STOP AT NOTHING
• LIFE
• FRATINI
• KASHISH
• U R YOU
• HAUTE CURRY
• INTENSE
• ARCELIA
• KARROT
• BANDEYA
• TRESURES
• INFUSE
EXCLUSIVE BRANDS
SWOT ANALYSIS
COMPETITORS OF SHOPPERS STOP
LOYALTY PROGRAMS
CUSTOMER RELATION
& RETENTION MANAGEMENT

• Customer relations refers

to the methods, strategies,
and processes a company
uses to build and maintain
customer relationships
CUSTOMER RETENTION

• Customer retention refers

to a company's ability to
turn customers into repeat
buyers and prevent them
from switching to a
competitor.
CUSTOMER RELATION &
RETENTION MANAGEMENT IN
SHOPPERS STOP
• Customer Segmentation
• Loyalty Programs
• Personalized Shopping Experience
• Multi-Channel Presence
• Feedback and Surveys
• Customer Service Excellence
• Social Media Engagement
• Exclusive Events and Promotions
• Continuous Improvement
KEY LEARNING

A. Work hard no matter what you are doing

B. Manage workloads
C. Improved my interpersonal skills
D. Keeping positive attitude
E. How to increase the sales ( loyalty programs)
F. Importance of customer education
G. Why customer relation is important
H. How important is to retain the existing customers.
CONCLUSION

• Customer Engagement
• Customer Relation
• Customer Retention
• Competitive Advantage
• Customer Loyalty