crm in grocery retail
TRANSCRIPT
CRM in Grocery Retail
By: Ravi Shankar Azad
Indian Retail Market Segmentation
114
743.9
60.2
38
48.1196
Indian Retail Value( Rs. thousand Crore)
Clothing
food & Grocery
Jewellery
Entertainment
Home Appliances
Others
Process Flow in Retail Industry
Customer Touch Points
Methods to Improve Customer
Experience Access data of nearby store of same chain to be used to fulfill
shortage in emergency.
Use mobile no. of customers to store their data about purchasing.
Option of preorder by mobile app/online before coming to store so that their package can be made ready.
Option of just message/miss call to pack customers monthly grocery by using past buying behavior.
Loyalty cards and special discounts.
Ability to earn loyalty points anywhere and burn it anywhere.
Automatic billing trolley
Category Management
Demand Forecasting for Retail
Merchandise Assortment Planning for Category Management
Promotion Optimization
Regular Price Optimization
Space Planning
General Areas of Operational
CRM
Sales Force Automation
Customer Service and Support
Enterprise Marketing Automation
Sales Automation
Tracking Customer Preferences
Sales Administration
Sales Forecasting
Account Management
Performance Management
Customer Service and Support
Automation and Coordination (service requests, product returns,
customer complaints, and enquiries).
Services and support (contact center, call center, web portal, or
face-to-face interaction at a remote location in the field).
Enterprise Marketing Automation
Application of technology to marketing processes.
Information pertaining to industry trends, macro-environmental
factors and competitors.
campaign management, event-based marketing, cluster customer
segmentation, individual customer segmentation.
Increasing marketing efficiency.
Analytical CRM
Analyses customer data.
Design and execution of targeted marketing & specific customer
campaigns.
Optimize marketing effectiveness.
Analysis of customer behavior to aid product and service decision
making.
Prediction of the probability of customer defection.
Applications of Analytical CRM
Campaign management and analysis.
Customer segmentation.
Customer satisfaction measurement.
Price Optimization.
Risk Management.
Contact Optimization.
Security and Privacy-Issues
Customer data being lost.
Hacking.
Misuse of data.
Security and Privacy-Solutions
Encryption of sensitive data.
Providing the security foundation for critical data and applications.
Protects critical data from both internal and external threats.
References
International Journal of Emerging Technology and Advanced Engineering
(Volume 2, Issue 3, March 2012) “Smart Trolley in Mega Mall” by J.S.Awati &
S.B.Awati
http://www.academia.edu/4287442/CRM_IN_RETAIL_INDUSTRY
http://www.cybage.com/pages/retail/retail-crm.aspx
http://www.crmnext.com/industries/retail/
Thank You