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CRM in Retail
ASST.PROF.MS.SHILPA.A.SHELAR-SHETH N.K.T.T COLLEGE 1
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“Customer relationship management is a
comprehensive set of process and technologies for managing
the relationship wih potential current customer across the
business functions.”
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Retail is the process of
selling consumer goods or
services to customers
through multiple channels
of distribution to earn a
profit.
Retail
ASST.PROF.MS.SHILPA.A.SHELAR-SHETH N.K.T.T COLLEGE 4
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CRM in Retail
●Add value to the offering made by retailers.
●Helps to identify needs of customer.
●Provide better service to the customer as they expected
●customer database
ASST.PROF.MS.SHILPA.A.SHELAR-SHETH N.K.T.T COLLEGE 6
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Objectives
●Building loyalty
●Segmentation
●Promotions
●Purchases
●Retention
ASST.PROF.MS.SHILPA.A.SHELAR-SHETH N.K.T.T COLLEGE 7
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Importance
●Increase profit
●Customer loyalty
●Customer analytics
●Master data management
●Point of sales
ASST.PROF.MS.SHILPA.A.SHELAR-SHETH N.K.T.T COLLEGE 8
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Customer Retention
●Frequent shopper programmes
●Special customer services
●Personalisation
●Community
ASST.PROF.MS.SHILPA.A.SHELAR-SHETH N.K.T.T COLLEGE 9
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Crm software
● Data security
● predictive analytics
● Proper records management
● tracking customers behavior
● Notifying customers
ASST.PROF.MS.SHILPA.A.SHELAR-SHETH N.K.T.T COLLEGE
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