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Customer Loyalty Programme (CRM)

Shoppers Stop is an Indian retail chain that was established in 1991. [1] It aimed to create a fashion and lifestyle store using the K.Raheja group's brand. [2] Shoppers Stop became a benchmark in Indian retailing by opening various stores across cities. [3] Some key milestones include being the first Indian retailer to join the prestigious Intercontinental Group of Department Stores and winning several awards for excellence. [4] The company's mission focuses on respecting customers, having an open and innovative environment, and being fair. [5] Shoppers Stop implemented a customer loyalty program called First Citizen Club to reward members and provide them benefits and exclusive services. [6] The company collects over 200

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Sudipta Dutta
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114 views13 pages

Customer Loyalty Programme (CRM)

Shoppers Stop is an Indian retail chain that was established in 1991. [1] It aimed to create a fashion and lifestyle store using the K.Raheja group's brand. [2] Shoppers Stop became a benchmark in Indian retailing by opening various stores across cities. [3] Some key milestones include being the first Indian retailer to join the prestigious Intercontinental Group of Department Stores and winning several awards for excellence. [4] The company's mission focuses on respecting customers, having an open and innovative environment, and being fair. [5] Shoppers Stop implemented a customer loyalty program called First Citizen Club to reward members and provide them benefits and exclusive services. [6] The company collects over 200

Uploaded by

Sudipta Dutta
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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“BUILDING PROFITABLE CUSTOMER

RELATIONSHIPS”

Submitted By :

Sudipta Dutta (10DR006)


Bidisha Bhattacharya (10DR016)
Megha Mehgal (10DR019)
INTRODUCTION
• K.Raheja group of companies setup a
departmental store in 1991.
• Objective of shopper’s stop was to use the
brand to create a fashion and life style store .
• Shopper’s stop became a new bench mark in
Indian retailing.
• Varieties of stores across various Indian cities.
MILESTONES
• Shoppers' Stop was the first to redefine shopping experience
and creating
• a niche for itself in the service industry, in many metros in India.
• Shoppers' Stop is the only retailer from India to become a
member of the
• prestigious Intercontinental Group of Departmental Stores
(IGDS).
• Shoppers' Stop won "The Most Admired Apparel Retailer of the
Year 2000"
• Award at the Images Fashion Awards.
• Mr. Nagesh won the "Annual Award for Excellence as Top CEO
for 2001" at the Institute of Marketing Management. Mr.
Nagesh was also nominated for the Ernst & Young
"Entrepreneur of the Year 2000" Award.
• With the launch of its latest outlet in Kandivli, Shoppers Stop
adds one more feather to its cap.
MISSION AND VISIONS
1.We shall not take what is not ours.
2. The Obligation to Dissent (against a viewpoint
that is not acceptable).
3. We shall have an environment conducive to
openness
4. We shall believe in innovation.
5. We shall have an environment conducive to
development.
6. We shall have the willingness to apologies and/or
forgive.
7. We shall respect our customer's rights.
8. We shall be fair.
CUSTOMER LOYALTY PROGRAMME
First Citizen Club Membership
The shopping experience become more enjoyable for the
First Citizen Club Members due to the following reasons :

Reward points for each time the members purchase at


Shoppers Stop.
Exclusive benefits and privileges.
Updates on merchandise to shop for at Shoppers Stop.
Exclusive cash counters so that the members can spend
more time on shopping than waiting in a line.
CATAGORIES OF CUSTOMER
SEGMENTATION

• Classic Moments
• Silver Edge
• Golden Glow
FIRST CITIZEN
ENHANCED BENEFIT
IT use in shoppers stop
• They undertake 2,30000 customer details in
their system.
• They have differentiated customer base
tracking the preference of the various
customer.
• Direct contact with customer, through mail.
Objectives to use IT in system

Create tailor-made promotions &


schemes what suited customer best.
Effect of using IT
• How, when, what combination customer buys
products.
• It made easy to analysis the customer data.
• They use SAS solution for trend analysis,
promotion management, customer behavior,
segmentation, profitability,& lifecycle analysis.
• To understand the marketing efforts.
Thank you

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