crm strategy
DESCRIPTION
TRANSCRIPT
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Reliance Retail Reliance Industries Ltd.
CRM CDIT
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Reliance Retail 2
strategic thrusts
Gain First Mover Advantage first pan-India CDIT multi-brand retailer
Establish distinct brand identity focused brand build
Differentiated Value Proposition
Best Value / Price consumers are value conscious & seek best deals
Assortment Width & Depth consumers seek choice.
Service
consumers seek convenience. single
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Reliance Retail 3
CRM Vision
Create superior customer value through CRM
to deliver high customer satisfaction & enable higher customer lifetime value
satisfied customers for life
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Reliance Retail 4
CRM End Goal
more customers to buy more of our products, more often, more profitably over time with respect to our competitors
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Reliance Retail 5
CRM Cycle
CRM Process Cycle
CRM
Strategic Guidelines
Awareness
& familiarity
Consideration& purchase
Preference & recommend
Community
Feel Customer Satisfaction
(including usage
& learning’s)
(including re-purchase)
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Reliance Retail 6
CRM Marketing Strategy Fit
Customer Experience Programs
CRM Program
Pre-Purchase Post
Purchase Out-of-Store In-Store
Pre-Purchase
Marketing Promotions Programs
Interest-Group Prog.
awareness
& familiarity
consideration
& first visit to store
selection
& first purchase
usage
& learning's
preference
& recommends
In-Store
Purchase
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Reliance Retail 7
at store level > at city level > state level > national level
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Reliance Retail 8
CRM Strategic Thrusts
Ride the RR Rewards Club
Early Redemption
Frequent Redemptions
Exciting Rewards
to comprehend the program to accumulate points on claiming the reward
Convenient Assurance Simple
greater levels of expenditure,
earn proportionately greater rewards
(convex reward structure)
Multi-tiered loyalty program
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Reliance Retail 9
CRM Rewards Program
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Reliance Retail 10
CRM Rewards Program Introduced
Excitement Quotient
Ride the RR Rewards Club
Early Redemption
Frequent Redemptions
Exciting Rewards
to comprehend the program to accumulate points on claiming the reward
Convenient Assurance Simple
greater levels of expenditure,
earn proportionately greater rewards
(convex reward structure)
Multi-tiered loyalty program
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Reliance Retail 11
CRM Rewards Program Construct
Enrolment
Criterion
Relationship
Segmentation
Approach
Relationship
Segment
Proposition
Relationship
Segment
Actions
Redemption
Rationale
Customer
Relationship
Index
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Reliance Retail 12
CRM Relationship Indices
Recency Frequency Profitability Longevity
Customer Relationship Index Value
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Reliance Retail 13
CRM Relationship Indices Rationale
Recency
Frequency
Profitability
Longevity
Customer Relationship Index
Value
The more recently the customer transacts (last purchase),
signals positive disposition towards RR
The more longer the customer franchises (period between
last purchase - first purchase), signals commitment to RR
The more no of purchase visits customer makes between the
last & first purchase point), signals expectation from RR,
of need-range fulfillment (depend on RR)
The more customer transacts (all purchase),
signals conviction on value proposition
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Reliance Retail 14
CRM “Customer Relationship Index”
Recency Frequency Profitability Longevity
Month 8
10months back
past12 months
10
12
Month 2
4months back
past12 months
8
12
First
Purchase
Last
Purchase
No of
Purchase Visits between first & last purchase points
Cumulative
Purchase Value
7000 + 12000.+ 1000
?( + feedbacks)
no of purchase visits
once in 2months
1
6
0.83 0.67
20,000
0.17
0.67 +0.83+0.17=1.67 x100= 167 / 300 = CRI = 56%
valuing intangible tangible
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Reliance Retail 15
CRM Relationship Segmentation Approach C
ust
om
er V
alu
e
True Believers
Lo
w C
V
Mid
CV
H
igh
CV
Friends
Acquaintance Acquaintance
True Friends
Believers Penguins
Butterflies
Strangers
CVI 5,000+
CVI 10,000+
12
mo
nth
s+
. M
in 2
Pu
rcha
se
Occa
sio
ns
24
mo
nth
s+
, M
in 3
Pu
rcha
se
Occa
sio
ns
CRI
< 25%
CRI
25% - 50%
CRI
50% +
High CRI Mid - CRI Low CRI
Customer Relation Index
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Reliance Retail 16
CRM Relationship Segmentation Approach C
ust
om
er V
alu
e
True Believers
Lo
w C
V
Mid
CV
H
igh
CV
Friends
Acquaintance Acquaintance
True Friends
Believers Penguins
Butterflies
Strangers
CVI 5,000+
CVI 10,000+
12
mo
nth
s+
. M
in 2
Pu
rcha
se
Occa
sio
ns
24
mo
nth
s+
, M
in 3
Pu
rcha
se
Occa
sio
ns
Rs10,000+
Cumulative Purchase Value / Spends
Rs5001 – Rs10000 Cumulative Purchase Value / Spends
Less than Rs5000 Cumulative Purchase Value / Spends
High CRI Mid - CRI Low CRI
Customer Relation Index
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Reliance Retail 17
CRM Relationship Segmentation Approach C
ust
om
er V
alu
e
True Believers
High CRI Mid - CRI Low CRI
Lo
w C
V
Mid
CV
H
igh
CV
Customer Relation Index
Friends
Trusted
Acquaintance
Acquaintance
True Friends
Believers Penguins
Butterflies
Strangers
Rs5,000+
Rs10,000+
25
% +
50
% +
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Reliance Retail 18
CRM Relationship Segmentation Approach C
ust
om
er V
alu
e
True Believers
High CRI Mid - CRI Low CRI
Lo
w C
V
Mid
CV
H
igh
CV
Customer Relation Index
Friends
Trusted
Acquaintance
Acquaintance
True Friends
Believers Penguins
Butterflies
Strangers
Rs5,000+
Rs10,000+
25
% +
50
% +
+++
+++
+++ +++
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Reliance Retail 19
CRM Segment Propositions C
ust
om
er W
ort
h In
dex
True Believers
Lo
w C
VI
Mid
CV
I H
igh
CV
I
Friends
Acquaintance Acquaintance
True Friends
Believers Penguins
Butterflies
Strangers
CVI 5,000+
CVI 10,000+
12
mo
nth
s+
. M
in 2
Pu
rcha
se
Occa
sio
ns
24
mo
nth
s+
, M
in 3
Pu
rcha
se
Occa
sio
ns
High CRI Mid - CRI Low CRI
Customer Relation Index
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Reliance Retail 20
CRM Consumer Profile W
illin
gness t
o s
pend o
n t
echnolo
gy
Attitude/ Involvement towards technology/ home-electronics
best tech
latest tech
best exp seekers
will pay high premiums
right fit (tech)
good exp
will pay if believes fit
value-cons on tech
Right exp
right fit right tech
latest tech
right exp
will stretch to pay
Buzz, Berry, Ray, Jill
affluency
right fit (tech)
no irritants in exp
Base level tech (functional), no irritants in exp
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Reliance Retail 21
CRM Direct Mail Triggers
Purchase
Intent
Purchase
Home Delivery
Installation
Home Demo
Complaint
Resolve
Special
Occasion
Replace
Repair
Service Exchange
Home Solution
Product Catalog
Offers
Home mapping
Getting-to-Know
Cross-Sell
Service Solutions
Feedback
Apology
Satisfaction Feedback
Offers Win-back
Satisfaction
Feedback
Wish Cards
Offers
Customized
Offers & Events
New
Launches
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Reliance Retail 22
CRM Reward Points : Earn Rationale
point Rs100 for every
spend 1 =
you get
rupee 1 = worth
point Rs100 for every
spend 1 =
you get
Option 1
point
for varying
spend 1 = you get
X
Option 2
Option 3
= rupee
worth
X =
X
rupee
worth
Recommended
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Reliance Retail 23
CRM DB Communication Agency
1 Lufthansa, Microsoft, Vodafone
2 Shopper Stop, Trent, Westside
Colgate, J&J, HLL, P&G
Philips, Kodak, Polaroid
?
3
Team Creative Client & Work Cost Capabilities Approach
15% 20% 5% 10% 25% 25%
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Reliance Retail 24
CRM Creative Concepts
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Reliance Retail 25
CRM Technology Enabler
MySAP-CRM
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Reliance Retail 26
CRM MySAPCRM
Supports customer-related processes from end to end - all customer-related tasks across departments integrating invoicing, shipping, etc.
Provides customer intelligence across the enterprise
- customer data for faster and better decision making
Delivers immediate value - Enables you to address strategic priorities
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Reliance Retail 27
CRM MySAPCRM
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Reliance Retail 28
CRM MySAPCRM
do we need : enterprise portal ?
do we need : telephony & email ?
do we need : handheld ?
do we need : internet capability
scope, benefits, time, cost
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Reliance Retail 29
CRM MySAPCRM
what do we need : at the least ?
back-end front-end
SAP Netweaver Platform
- AB ABAP
- AS Java
SAP GUI for Windows 6.40
Compilation 4 (with BI)
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Reliance Retail 30
CRM MySAPCRM Example
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Reliance Retail 31
CRM MySAPCRM
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Reliance Retail 32
CRM MySAPCRM identifying biz target gaps
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Reliance Retail 33
CRM MySAPCRM identifying gap period
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Reliance Retail 34
CRM MySAPCRM identifying target group
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Reliance Retail 35
CRM MySAPCRM identifying target group
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Reliance Retail 36
CRM MySAPCRM target group
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Reliance Retail 37
CRM MySAPCRM builds campaign
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Reliance Retail 38
CRM MySAPCRM campaign date
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Reliance Retail 39
CRM MySAPCRM campaign response leads
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Reliance Retail 40
CRM MySAPCRM open leads to chase (as hot)
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Reliance Retail 41
CRM MySAPCRM customer to contact
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Reliance Retail 42
CRM MySAPCRM Final campaign effectiveness = 80%
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Reliance Retail 43
CRM Customer Database Build
lead generation preferential treatment
Kiosk
Smart Card Handouts
customer history
My SAP CRM
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Reliance Retail 44
CRM Action
transaction value > Rs10,000
Call within 2 days of purchase
- patronage appreciation
- experience satisfaction
- addressing any info gaps DM (e) within 15 days of purchase
- usage
- cross sell
- rewards offer
- suggestion feedback
- events/promo’s mailers M3 , M6, M9, M12
Rs 100 ( Investment for Relationship Build per Contact )