CRM at PANTALOONS

Presented by: Group 3

Fresh Look, Fresh Feel & Fresh Attitude at Pantaloons Fresh Fashion !

Customer Relationship Management at PANTALOONS

Introduction
Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of Indias leading business houses with multiple businesses spanning across the consumption space. Retail forms the core business activity of Future Group. The companys leading set-up include -Pantaloons, a chain of fashion outlets, -Big Bazaar, a uniquely Indian hypermarket chain, -Food Bazaar, a supermarket chain The company also operates an online portal, futurebazaar.com

Pantaloons..
Fashion is all about the now. Why, then should people not see a

fresh look every time they walk into a Pantaloons store? That is the thought behind 'Fresh Fashion'. An idea that has captured the imagination of young India. With a focus on the youth of today, Pantaloons offers trends and fashion that defines the hopes and aspirations of this demography

About Pantaloons
Flagship enterprise, Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail chain in both the value and lifestyle segment of the Indian consumer market. Pantaloons, a part of Pantaloon Retail (India) Ltd., is among Indias largest chains of fashion stores, with 45 stores across over 24 cities Pantaloons Fresh Fashion stands out as a fashion trendsetter, on the lines of how fashion is followed internationally. It is the most profitable and revenue generating company of future group.

Why CRM?
Want to focus both on acquisition & Retention. To convert window shoppers into loyal customers. Extraordinary service and customer satisfaction. Increase customer share.

CRM at Pantaloons
In Future Group only Pantaloons is following Customer Loyalty Program. CRM is practiced through the GREEN CARD program Green Card loyalty program contributes approx. 55% in profitability of Pantaloons across country Pantaloons maintains a customer database of 21 lakhs across India Software used is the Customer Loyalty Program

Pantaloons Green Card Program

Informing the Customer about the loyalty program To become a green card member -Filling of form -Enrollment payment of Rs. 100 While filling the form various customer details like -Name -Address -Date of Birth -Phone No. -e-mail id -Income -Relationship Status etc. are collected to form the customer database

Special Benefits On Enrollment

200 Gift Voucher Friday 5% Pizza Hut 20% Pind Baluchi 15% YO China 20%

Shop and Get Rewards

Membership & 12 month Purchase-based Upgrading System

Three Star Card - Upgrade to a 3 star status by shopping for Rs. 8000/- immediately preceding 12 months of current shopping date. Five Star card - Upgrade to a 5 star status by shopping for Rs. 20000/immediately preceding 12 months of current shopping date. Seven Star - Upgrade to a 7 star status by shopping for Rs. 40000/immediately preceding 12 months of current shopping date.

CRM SOFTWARE

(Customer Loyalty Program)

CRM AT PANTALOONS
FASHION FRIDAY (additional 5% discount to all members) Instant discounts for every time you shop at Pantaloons. Regular updates on themes, collections and promos (beginning & end) via catalogues, sms and email. Special invites to the most happening events.

Contd.
Tracking of buying behavior-Customers are informed for their preferences (whenever there are new stocks of their preferred brands). One card, any store Integration of data base across all stores of Pantaloons. Customer feedback through drop box & share with us program (sharewithus@pantaloons.com) Catalogues are couriered to customers

Additional Benefits at Green Card

Green Add on Cards - 1 and 3 star member : 1 addon card - 5 and 7 star member : 2 addon cards Green Days: End Of Season Sale Green Channel: special billing counter during End of Season sale Green Offers Green Service Desk Green Exchange

7 Star Privileges

Some More Benefits To 7-Star Members

Free parking space Free gifts Stock manager personally deal them Promotion is communicated first

Data Analysis & Interpretation

Store Preferred By Customers

13% 20%

27%

Lifestyle Pantaloons Globus Shoppers Stop

40%

Contd.
% of Green Card Members

40%

yes no
60%

Benefits of CRM to Pantaloons

Customer profiling Direct Marketing Personally recognizing customers Integration of processes at the back end to identify customer buying habits Offering appropriate value and great service to encourage repeat purchase Ensuring that customer satisfaction continues to improve

Contd.
Cross selling and better service to customer Beating the competition by offering a better product, competing on the service experience rather than price alone. Effective tool for retaining customer. Promotion gets focused & thus cost reduction Frequency of Green Card members doing repeat purchases

Thank You.