Customer Relationship Management at Big Bazaar, Abids-70-12

CUSTOMER RELATIONSHIP MANAGEMENT
ABSTRACT
Customer Relationship Management is a strategy for managing and nurturing a companys interactions with customers and sales prospects. When an implementation is effective, people, processes, technology work in synergy to develop and strengthen relationships, increase profitability, and reduce operational costs. Customer Relationship Management is a most effective tool for maintaining good relationship with the customers. It plays an effective role in attracting the new customers to the company.
The present study shows that shopping in big bazaar mostly liked by the respondents. Consumer while shopping in big bazaar they look for the quality followed by price. Most of the customers know about the Big bazaar from advertisement. Most of the customers select Big bazaar for shopping because of their attractive offers.
CONTENTS
CHAPTERS
CHAPTER 1
TOPIC
INTRODUCTION NEED & IMPORTANCE OBJECTIVES RESEARCH METHODOLOGY SCOPE AND PERIOD OF STUDY LIMITATIONS
PAGE NO
8-18
CHAPTER 2 CHAPTER 3
REVIEW OF LITERATURE INDUSTRY PROFILE COMPANY PROFILE
19-25 26-50
CHAPTER 4
DATA ANALYSIS & INTERPRETATION FINDINGS COCLUSION SUGGESTIONS
51-63
CHAPTER 5
64-68
CHAPTER 6
BIBILIOGRAPHY APPENDICES
69-73
LIST OF TABLES
S NO RESPONDENTS OPINIONS TABLES
PAGE NO 45 46 47 48 49 50 51 52 53 54 55 56
1 2 3 4 5 6 7 8 9 10 11 12
Table showing the respondents how they know about Big Bazaar Table showing respondents opinion regarding What products they like to purchase in our mall Table showing respondents opinion regarding products prices in the mall. Table showing respondents opinion regarding special offers in the mall Table showing respondents opinion regarding associates services to customer in the mall. Table showing respondents opinion regarding customer service department performance in the mall Table showing the respondent opinion regarding comfort by shopping in the mall. Table showing respondents opinion regarding selecting the Big Bazaar for shopping. Table showing respondents opinion regarding in a month how many times they feel to visit Big bazaar. Table showing respondents opinion regarding ability of the mall. Table showing respondents opinion regarding suggestions giving about the mall. Table showing the respondents opinion regarding rate the overall experience about Big bazaar.
INTRODUCTION
The term market organized from the Latin word "macaques" to trade. There are different perspectives on which a market is explained. It may be a place, an assembly an area an organization, an act or an assembly of commercial activities. All these converge on accept that markets perpetuate process exchange leading to satisfaction of needs. Markets may be viewed from economic, managerial of societal point of view. The growth from self-sufficient stage through barter to exchange-oriented stage witnessed creating of market at central prices. This offered a number of benefits to sellers and buyers. Human wants are unlimited and repetitive in nature. Business activities aim at acquiring of wealth, converting in into desired form and making the final product available for exchange for the satisfaction of human wants. These activities fall under industry, commerce and trade. These three branches have on common function-the marketing here means exchange of goods for money or money's worth. Today there is feeling that marketing activity is concerned only with the flow of goods from the producer to the consumer. This concept however has changed also to include flowing of information from the consumer to producer. In the other words to achieve maximum efficiency in marketing, there must also be a flow information vis-a-vis is the flow of goods. This information for practical purposes has to be collected even before a product is planned. Sub sequent information would also enable the manufacturer to assess periodical changes that are required. That is why it is very often remarked that marketing starts and ends with the consumer with information flowing from the consumer to the producer and goods flowing back to the consumer to the producer and goods flowing back to the consumer from the producer.
High level of marketing activity is a prerequisite for high level of economic activity. It has been apply remarked. "Nothing happens until some body sells something". At present the urgency is for increased marketing and no merely for increased population. This alone shows the importance of marketing as a potential force that commands high significance for society as a whole. it is not enough to have great qualities, we should also have the abilities to manage them. The same concept can also be applied in an organization. For e.g. a company may produce a very high quality products but it wont be able to succeed if it fails to manage or satisfy their customers. According to Harward Business Review an exceptionally satisfied customer is 6 times more likely to buy again as one who is merely satisfied & only 5% increase in customer loyalty can boost profit from 25% to 85%. Thus all these quotes & experts opinion highlights the importance of Customer Relationship Management. Customers are considered to be king of every business enterprise and loyal customers are the backbone of their business. So customer satisfaction is the primary motive of every business which can be attained through effective CRM (Customer Relationship Management) policy.
NEED AND IMPORTANCE OF THE STUDY

CRM Customer Relationship Management is one of the newest innovations in customer service today. CRM stands for customer relationship management and helps the management and customer service staffs cope with customer concerns and issues. CRM involves gathering a lot of data about the customer. The data is then used to facilitate customer service transactions by making the information needed to resolve the issue or concern readily available to those dealing with the customers. This results in more satisfied customers, a more profitable business and more resources available to the support staff. Furthermore, CRM Customer Relationship Management systems are a great help to the management in deciding on the future course of the company. As mentioned, there is much data needed for the CRM system to work. These fields include the customer name, address, date of transactions, pending and finished transactions, issues and complaints, status of order, shipping and fulfillment dates, account information, demographic data and many more. This information is important in providing the customer the answer that he or she needs to resolve the issue without having to wait for a long time and without going to several departments. With just a few mouse clicks, a customer support representative for example can track the location of the customer's package or order. This is infinitely better than the cumbersome process of tracking shipments previously. Furthermore, the customer service representative will also be able to see the previous concerns of the customer. This is a great help especially if the customer is calling about the same issue since he or she will not have to repeat the story all over again. This results in less time in resolving the issue, thus, higher productivity of the support staff. CRM Customer Relationship Management systems are also important to the top management because it provides crucial data like customer satisfaction and efficiency of
CUSTOMER RELATIONSHIP MANAGEMENT service by the frontline crews. A piece of customer relationship management software will also be able to generate the needed reports for product development or new concepts.
Furthermore, this system will also be a great help for the top management in deciding the company's future course of action, whether it involves phasing out one of the products on the shelves or making adjustments to one of the products sold. The reports generated by CRM systems are also invaluable to your advertising and marketing planners, as they will be able to pinpoint which ideas works and which do not. Because of CRM systems, you will be able to release advertisements or plan marketing campaigns more in tune with your target market. This will also lead to more responses to your advertisement and a more effective marketing campaign. Successful integration of a CRM Customer Relationship Management system in your company, however, might not be as easy as it seems. The following might give you an insight why CRM systems fail in some companies... Most companies fail to prepare for CRM systems. By this, I mean that most companies fail to integrate all the departments that need to share the information for it to be effective. Furthermore, CRM units scattered all over the company's departments is often more effective than just making one big CRM department. This will ensure that each department will get the information and data that they need. A CRM system will also help you a lot in expanding your business. As CRM systems are capable of handling enormous amounts of data, CRM systems will help you a lot in coping with the increased numbers of customers and data. With a CRM Customer Relationship Management system installed and properly utilized, you can be sure that all data is maximized and used to ensure that your business will be successful and your customers a lot more satisfied than before.
OBJECTIVES OF THE STUDY

Objectives of Customer Relationship Management:
Understand customer needs better Maintain long term customer relationships Be able to pursue a strategy of Relationship Marketing Identify individual customers needs Develop relationships that stretch over several transactions Manage that relationship to the benefit of the customer and the company To enable the sales team to promote sales effectively through maintaining customer relation.
RESEARCH METHODOLOGY
Meaning of Research According to D. Slessinger and M. Stephenson in the Encyclopedia of social sciences define research as "the manipulation of things, concepts or symbols for the purpose of generalizing to extend, correct or verify knowledge, whether that knowledge aids in construction of theory or in the practice of an art." TYPES OF RESEARCH 1. 2. Exploratory Research, Descriptive Research
Exploratory Research:
Exploratory research studies are also termed as formulate research studies. The main purpose of such studies in that of formulating a problem for more precise investigation or of developing the working hypothesis forms an operational point of view.
Descriptive Research:
Diagnostic Research studies determine the frequency with something occurs or its association with something else. In this project, information pertaining to customer needs satisfaction and their demographic profile was collected; hence it is a descriptive research.
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MARKETING RESEARCH:
It is a systematic process of gathering, recording, analyzing and interpreting the data related to any problem in the field of marketing. This marketing research consists of various steps. They are as follows 1) Problem formulation. 2) Development of research design. 3) Determine the source of data. 4) Planning and designing data collection forms. 5) Determine sampling plan. 6) Organizing and conducting field survey. 7) Data analyses and interpretation. 8) Report preparation and arrangement to decision makers. SOURCES OF DATA: Once the research design has been decided upon the next stage is that of selecting the source of data. They are primary data, secondary data.
Primary data:
Are those, which are collected fresh and for the first time, and thus happened to be in original character? The data is gathered through administering the questionnaire.
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Secondary data:
Are those which are already been collected by some one else and which have already been passed through the statistical process. And source of secondary data organization report, journal, etc.
Sampling:
The selected respondents constitute which is technically called as sample and the selection process is called as sampling technique.
Random sampling:
The research study employed random sampling technique which randomly selects the respondents. TARGET POPULATION: Sample unit Sample size : : customers of Big Bazaar shopping mall, Hyderabad. 100
Sampling method : Simple Random sampling Research tool Contact method : Structured Disguised Questionnaire. : Personal Interview
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STUDY AREA : 100 samples were collected for the study, and the respondents are from Hyderabad in Andhra Pradesh QUESTIONNAIRE DESIGN : The questionnaire is of structured type, which consists of Closed ended, Open ended, multiple Choice, and Ranking type of questionnaire to suit the study. PILOT SURVEY: After taking 30 respondents for sampling survey it was felt that the questionnaire does not require any change.
SAMPLING PROCEDURE: Selections of participants are 100 customers. All the sample units selected at random. Care is taken to ensure that sample units represent the characteristics near to total base / units.
RESEARCH METHODS AND TOOLS FOR DATA COLLECTION

The Researcher formulated a structured questionnaire, which were administered to customer's opinion. The questions are scheduled as predetermined and the order of questions made for accuracy and compatibility.
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CUSTOMER RELATIONSHIP MANAGEMENT The questions are open ended. The questionnaire divided as part-A and part-B. Part-A is concerned to organization name, address and contact number. Remaining part has 12 questions.
SCOPE AND PERIOD OF THE STUDY

The scope of the study is to identify the customer relationship management towards Big Bazaar Pvt. Ltd. Primary data was collected from customers. Secondary data was collected from company manuals, magazines and websites. It is aimed at enlightening the company about different steps to be taken up to increase the value of Big Bazaar Pvt. Ltd. with regard other competitors and also make the company to provide better customer services. The study was restricted to twin cities. The sample size for this study is 100. The methodology used for analysis and interpretation is simple percentage method, the period of the study is 45 days.
LIMITATIONS OF THE STUDY

1) The data collected and findings shown in the project in not full fledged and therefore cannot be used straight away used in decision making. 2) The sample taken was very small and compared to the total population. The response received may not be free from bias. 3) The study was limited to the capabilities and willingness of the respondents in approximately answering the questions.
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CUSTOMER RELATIONSHIP MANAGEMENT 4) The study was limited to Hyderabad city only.
REVIEW OF LITERATURE
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Meaning of Customer Relationship Management (CRM):

CRM is a comprehensive strategy & process of acquiring & retaining customers to create superior value for the company as well as the customers. It consists of the processes a company uses to track and organize its contacts with its current and prospective customers. To support these processes, various CRM Software like SAP, ORACLE Sales force.com etc. are used. These software record and store information about customers, various customer interactions, their problems etc which can be accessed by employees in different departments of the company. These information are used by the organization to make future plans that can satisfy the customer on a better way and retaining them for a longer period.
Definition of CRM:
Customer relationship management is a broadly recognized, widely-implemented strategy for managing and nurturing a companys interactions with clients and sales prospects. It involves using technology to organize, automate, and synchronize business processesprincipally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service. Once simply a label for a category of software tools, today, it generally denotes a company-wide business strategy embracing all client-facing departments and even beyond. When an implementation is effective, people, processes, and technology work in synergy to increase profitability, and reduce operational costs
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Goal of CRM: The goal of CRM is to provide improved services to the customers, and to use customer contact information for targeted marketing.
Evaluation and growth of the CRM :

CRM passes through three generations such as 1st generation in 1990, 2nd generation in 1996 and the 3rd generation in 2003.
In 1st generation following systems were applied for CRM: Call centre managementIt is a web based CRM technology, the enables users browsing a companys web site to leave a phone number where company representative can call back with more information. Customer service supportIt is a part of a companys CRM department that interacts with a customer for their immediate benefits. Sales force automationIt is software that automates business tasks like inventory control, sales processing, customer interaction, etc-. Campaign managementIt is a planning, executing, tracking and analyzing of direct marketing campaigns.
In 2nd generation following improved systems were used for CRM: Integrated customer facing front endIt is face to face interaction between the customers and sales man. This system is used for marketing, sales and services.
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ERP integrationsERP stands for Enterprise Resource Planning. It is a business management system that integrates all functions of the business. Customers analyticsIt comprises all the programming that analyzes data about an enterprises customers for business decision. Complete web integrationIt allows end users to have access the data function of a serve hosted application through internet browser window.
In 3rd generation the strategic CRM was followed and is continuingStrategic CRM updates and expands the original content and combines into one, convenient value that guides users through the entire CRM implementation process, from strategic planning software.
Scope and goals of different generations:There is successful increment in the scope of CRM from 1st generation to 3rdgeneration. In 1st generation the scope consists of service function and sales function, in 2nd generation it includes another function i.e. marketing function and in 3rd generation it includes entire function of the organization. Goals of the CRM have also changed with better customer service from 1st generation to 3rd generation. In 1st generation the goals were improve service operation and increase sales efficiency, in 2nd generation reduce cost of interaction, improve customer experiences, and increasing the customer interaction; in 3rd generation cost reduction & revenue growth and competitive advantages.
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Options for Implementing CRM:

Increasing customer is not the ultimate objective of any organization but to retain customer and t build long term relationship with them is important. It is only through CRM that a prospect can be turn into customer and then finally into a client. But to achieve these any organization require proper implementation. But at the same time CRM implementation is a challenging task because it ties together people, process, technologies within the organization which are separate from each other. IN HOUSE DEVELOPMENT- This means all the strategies, processes are developed and implemented within the organization. Advantage1. It is tailored made according to organization needs and structure thus is flexible as compared to others. 2. Avoid dependency on others be it software or outsourcing. Disadvantage 1. It is at the same time expensive 2. And comparatively takes longer time depending on the organisation. BUY LICENSED CRM SOFTWARE- This is purchasing software and implementing in organization. Advantage1. Usually the maximum chance of success. 2. It just need to install and trained the workforce accordingly. Disadvantage1. Again it is expensive because of many costs as license cost, renewal cost etc. associated with it.
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CUSTOMER RELATIONSHIP MANAGEMENT 1. Adding new software with change is a complex task.
OUTSOURCING A MANAGED SERVICE- This means hiring from outside. Advantage1. Most of the times lower cost. 2. Can adopt pay- as- you go approach with visible result. Disadvantage1. For any new requirement needs to contact the company and pay for the development. 2. Also there is a risk of losing CRM solution investment if outsourcing company goes out of business STAGEWISEIn this CRM software is offered in different, independent modules, according to specific department needs. Company buys sales automation software and contact management module from different providers. ENTERPRISE WISE CRM SOLUTIONThis is composed of different modules from same providers; it is implemented as a whole by connecting different modules and existing database.
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VARIOUS ASPECTS OF CRM CRM includes many aspects which relate directly to one another: Front office operations Direct interaction with customers, e.g. face to face meetings, phone calls, e-mail, online services etc. Back office operations Operations that ultimately affect the activities of the front office (e.g., billing, maintenance, planning, marketing, advertising, finance, manufacturing etc.)
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INDUSTRY PROFILE
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Retail industry largest industry, accounting for are 10% of the countrys GDP and around 8% of the employment retail industry in India is at the cross roads. It has emerged as one of the most dynamic and fast paced industry with several players entering the market, but because of the heavy initial investment required break even is difficult to achieve and many of these players have not tasted success so far. However the future is promising; the market is growing, government policies are becoming more favorable and emerging technologies are facilitating operations. Retailing in India is gradually inching its way towards becoming the next boom industry. The whole concept of shopping has altered interms of format and consumer buying behavior ushering in a revolution in shopping in India. Modern retail has entered India as seen in sprawling shopping centers, multi strayed malls and huge complexes after shopping, entertainment and food all under one roof. The Indian retailing sector is at an inflexion point where the growth of organized retailing and growth in the consumption by the Indian population is going to take higher growth trajectory. The Indian population is witnessing a significant change in its demographics. A large young working population with average age of 24 years, nuclear families in urban areas, along with increasing working women population and emerging opportunities in the services sector are going to be the key growth drivers of the organized retail sector in India. SOME KEY FACTS Retail is Indias largest industry accounting for over 10% of the countrys GDP and around 8% of the employment. The market size of the Indian retail industry is about US $312 billion. Retailing in India is gradually inching its way towards becoming the next boom industry. A large young working population with average age of 24 years
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INDIAS CONSUMPTION COSMO During the past decade, private final consumption expenditure has been the key driver of economic growth in India.
Growth domestic product $973billio n Governmen t Spending $108billion (11%) Capital Formation $273 billion (29%)
Private final Consumptio n Expenditure $592billion (60%)
Utility payments Fuel transportation Electricity, water Communication Expenditure on medical & education $242 billion
Consumption Spending $350 billion
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The $ 350 billion consumption spending provides the single biggest business opportunities in India and is divided into same key categories led by food, fashion and home products.
Fashion 9.5% $33.2b
Fashion Accessories 5.5% $225b
Consumer Durable 4% $14b
Food 62% $217b
Furniture 3.4% $12b Consumption Spending $350 billion
Book & Music 1.1% $3.9b
Health, beauty &pharmacy 3.8% $13.3b Leisure& entertainme nt 7.9% $28b
Telecom 1.8% $6.3b
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COMPANY PROFILE
Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail formats in both the value and lifestyle segment of the Indian consumer market. Headquartered in Mumbai (Bombay), the company operates over 12 million square feet of retail, has over 1000 stores across 71 cities in India and employs over 30,000 people.
The companys leading formats include pantaloons, a chain of fashion outlets, Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar , a supermarket chain, blends the look, touch and feel of Indian bazaars with aspects of modern retail choice, convenience and quality and central, a chain of seamless destination malls. Some of its formats include brand factory, blue sky, all top 10 stars and sitara. The company also operates an online portal, futurebazaar.com
A subsidiary company, Home solutions Retail (India)limited, operate Home Town, a large format home solutions store, collection I , selling home furniture products and ezone focused on catering to the consumer electronics segment. Pantaloon Retail was recently awarded the international retailer of the year 2008 by the US based National Retail Federation (NRF) and the Emerging market retailer of the year 2008 at the world retail congress held in Barcelona. Pantaloon Retail is the
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CUSTOMER RELATIONSHIP MANAGEMENT flagship company of Future Group, a business group Catering to the entire Indian consumption space .
THE FUTURE GROUP

FutureBazaar.com is owned and operated by Future Bazaar India Ltd. (FBIL). FBIL is a part of the Future Group, Indias largest retail conglomerate. FBIL is the e-commerce arm of the Future Group. The company was incorporated in 2007 and began business in 2008. As part of Indias largest retail chain, we enjoy the benefits of buying in bulk for the entire group. Our aim is to get you a great range of products at great prices. Core Competency of the businesswhat makes us different from others.!!

A choice of more than 20,000 products Delivery across more than 1500 cities and towns in India covering around 16,000 pin codes
Fast deliveries tie ups with world leaders in logistics & transportation services A dedicated Customer Care helpline for any queries Always offering Manufacturers guarantee as opposed to Sellers guarantee, which most of the other online shopping sites offer
Aggressive Prices FutureBazaar.com has the benefit of leveraging the sourcing network of the Future Groups retail chains. This sourcing network straddles a wide range of product requirements, thus being able to offer us economies of scale thereby - unbelievable prices to its customer.
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Unmatched Selection of Products and Brands We have more than 20,000 products which creates the flexibility to offer a large range of choices to customers. We also have partnerships with most of the brands available in the country, which allows us to get the latest in the range to our customers. We have been able to create some major popularity ripples with our corporate clients with products like mobiles, electronics, laptops, MP3 players, T-shirts, Gift Vouchers and so on.
Seamless end-to-end Logistics Solution We pride ourselves in having built an end-to-end logistics solution; right from stocking, dispatching, and delivery confirmation upto post-sales support. Our back-end infrastructure enables us to service around 15000 pin codes across India.
Dedicated Customer Care for online customers as well as corporate clients We have a dedicated team straddling client servicing, sourcing, logistics and customer service for all our customers.
"Our Brand Association" - Most importantly out parentage & association with humungous retail brands like Big Bazaar, Pantaloons, Central and many more, lends tremendous amount of trust & credibility to our end consumers.
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About the Future Group

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. While retail forms the core business activity of Future Group, group subsidiaries are present in consumer finance, capital, insurance, leisure and entertainment, brand development, retail real estate development, retail media andlogistics . Led by its flagship enterprise, Pantaloon Retail, the group operates over 11 million square feet of retail space in over 63 cities and towns and 65 rural locations across India. Pantaloon Retail was awarded the International Retailer of the Year - 2008, by the US-based National Retail Federation, the largest retail trade association and the the Emerging Market Retailer of the Year 2008 at the World Retail Congress in Barcelona. Future Group believes in developing strong insights on Indian consumers and building businesses based on Indian ideas, as espoused in the groups core value of 'Indian ness'. The group's corporate credo is, 'Rewrite rules, Retain values'. More about Future Group.
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The FutureBazaar.com Promise:

Manufacturers warranties on all products Future Bazaar sells only original products from authorized dealers; so all applicable products carry the original manufacturers warranty. Customers can visit any of the authorized service centers of the manufacturer if required. The invoice accompanying the product is your warranty document, so please preserve it. Guaranteed Delivery Future Bazaar guarantees to deliver the exact product you selected, without defects. In case you have received a different product, or if the product was damaged in transit, please let us know and and we will ensure that we replace the product or ensure that your money is refunded Please note that delivery times vary according to products. 95% of our deliveries take place within the committed time period. For the occasional delays, we will contact you and update you about the status. Secure Payments We are committed to ensuring that no payment misuse happens, so we work with banks and payment gateways to ensure that your information is protected. Payments are protected both by us and by the policies of your bank, and the chances of fraud in these channels are actually very low.
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We also have a Risk Management team that scrutinizes all payments to ensure that there are no fraudulent transactions. Our office address is also available for any one who wishes to contact us in person. Moreover, being part of Indias largest retail company with a presence all over India, we are omnipresent! Our Simple 15-Day Return Policy - No questions asked! If you have purchased something at FutureBazaar.com and the product did not meet your expectations or does not fit your needs, then you can return the product to us, no questions asked, as long as it is in its original packaging and accompanied by its invoice. Just contact our Customer Care and well arrange to pick up the product from your home - simple. Prompt Customer Support Our Customer Care is manned by dedicated personnel, who can take decisions and resolve your problems. They are empowered to solve your problems and are aware of the processes and means to handle them. In case they cannot solve the problem at their end, they will trigger the required action on your behalf or advise you the best possible method to a successful fulfillment of all your queries/issues. Be assured that when you call us, your call is being taken seriously.
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Values:
o Indian ness: confidence in ourselves. o Leadership: to be a leader, both in thought and business. o Respect & Humility: to respect every individual and be humble in our conduct. o Introspection: leading to purposeful thinking. o Openness: to be open and receptive to new ideas, knowledge and information. o Valuing and Nurturing Relationships: to build long term relationships. o Simplicity & Positivity: Simplicity and positivity in our thought, business and action. o Adaptability: to be flexible and adaptable, to meet challenges. o Flow: to respect and understand the universal laws of nature.
Mission:
We share the vision and belief that our customers and stakeholders shall be served only by creating and executing future scenarios in the consumption space leading to economic development. We will be the trendsetters in evolving delivery formats, creating retail realty, making consumption affordable for all customer segments for classes and for masses.
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CUSTOMER RELATIONSHIP MANAGEMENT We shall infuse Indian brands with confidence and renewed ambition. We shall be efficient, cost- conscious and committed to quality in whatever we do. We shall ensure that our positive attitude, sincerity, humility and united determination shall be the driving force to make us successful. Sone Ki Chidiya When the Mughals first came to India they were drawn by the lure of her fabulous wealth - India was known as the "Sone Ki Chidiya," literally - "The Golden Bird". According to economic historian Angus Maddison in his book The World Economy: A Millennial Perspective, India had the world's largest economy in the 1st century and 11th century, with a 33% share of world GDP in the 1st century and 29% in 1000 CE. During 1700 AD, Mughal era, Indias share was 24%, more than the whole of Western Europe. It came down to 3.8% in 1950s. Paul Kennedy, in his highly regarded book, The Rise and Fall of the Great Powers: Economic Change and Military Conflict from 1500 to 2001 estimates that in 1750 India's share of the world trade was nearly 25 percent. It came down to 0.5% in the 1960s and now stands at around 1.5%. The Indian economy is once again at the centre of the global attention. As domestic consumption drives economic growth in India, Future Group hopes to play a pivotal role in bringing back the Sone Ki Chidiya.
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Awards:
Images Fashion Forum 2011

Most Admired Fashion Group Of The Year - Future Group Most Admired Private Label - Pantaloons, the lifestyle format Critics Choice For Pioneering Effort In Retail Concept Creation - Central
Coca-Cola Golden Spoon Awards 2010

Most Admired Food & Grocery Retailer Of The Year Most Admired Food Court Most Admired Food Professional
Indian Retail Forum Awards 2009

Most Admired Retail Company of the year - Future Group Retail Face of the Year - Kishore Biyani Best Retailer Of The Year ( Hypermarket) - Big Bazaar Future Group was awarded the Most Admired Retail Company of the year
by the Indian Retail Forum at a glittering ceremony organized in Mumbai. Mr. Kishore Biyani also won Retail Face of the Year.
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India Retail Forum (IRF) is a platform for intellectual insights and information exchange for the retail business in the Indian subcontinent. The forum presents the business of retail in the region to a global audience, with the express aim of facilitating understanding about and encouraging investment in this massive marketplace. Big Bazaar, the value format of Future Group bagged the Best Retailer of the Year ( Hypermarket).
The INDIASTAR Award 2009
Food Bazaar: Best Packaging Innovation
Food Bazaar bagged the INDIASTAR Award for Best Packaging Innovation in India, for its private label brand Fresh And Pure Chakki Atta. INDIASTAR Award is a biennial event which aims to promote and encourage excellence in packaging design, innovation and technology. The contest was established in 1972 and is considered as the most popular and premier event for Indias packaging fraternity. This year there were around 357 entries and the participants had to submit a sample of their designs for selection. With this award, Pantaloon Retail (India) Limited becomes the first Indian Retailer to win the prestigious INDIASTAR Award.
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Retail Asia Pacific 500 Top Awards 2009
Gold Winner -Top Retailer 2009 Asia Pacific
Retail Asia Publishing Pte, the institutor of these awards, aims to set a platform that appraise, raises and recognizes the development and growth of retailing throughout the Asia Pacific region. Coca-Cola Golden Spoon Awards 2009

Most Admired Food & Grocery Retail Visionary of the Year: Kishore Biyani. Most Admired Food & Grocery Retailer of the Year Supermarkets: Food Bazaar.
Most Admired Food & Grocery Retailer of the Year - Hypermarkets: Big Bazaar. Most Admired Retailer of the Year - Dynamic Growth in Network Expansion across Food, Beverages & Grocery: Future Group.
Most Admired Food & Grocery Retailer of the Year - Consumer's Choice: Big Bazaar.
The Coca-Cola Golden Spoon Awards 2009, were given away for the first time as a culmination of the Food Forum India 2009 - a two day convention which saw the participation of leading brands, retailers & retail support organizations from across the globe. The awards were presented to honour enterprise, innovation and achievement in the food retailing business as a benchmark of excellence.
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Future Ventures:
Future Ventures, seeks to promote and participate in innovative and emerging business ventures in India. The company intends to play a role in powering entrepreneurship, by promoting or participating in diverse business activities, primarily in consumption-led sectors in the country, which it defines as sectors whose growth and development will be determined primarily by the growing purchasing power of Indian consumers and their changing tastes, lifestyle and spending habits.
The company will also participate in businesses where it exercises control or influence, and can add value as active shareholders, by utilizing the experience and knowledge of the Future Group, and specifically its parent, Pantaloon Retail
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Meet India's King of Retail
Pantaloon's Kishore Biyani has become India's largest retailer, but still has several aces up his John Miller shirtsleeves. In India's chaotic markets, Kishore Biyani is the unchallenged king of retail. He has the knack of catching rivals off-guard and striking where it hurts most. And now that he's set himself the task of retaining control of the largest retail space in the country, he won't let anyone - suppliers or international promoters included - catch him slacking. The latest to face the wrath of the 43-year-old is South African hypermarket Shoprite, which opened shop in Mumbai [ Images ] last month through a franchise agreement with local company Normal Lifestyle. The hypermarket began retailing products from big boys Nestle [ Get Quote ], Unilever and Procter & Gamble at consumer discounts of 20-30 per cent, lower than even Biyani's purchase prices in his Big Bazaar and Food Bazaar stores. Instead of chewing his nails, Biyani turned confrontationist, asking why the multinationals were offering Shoprite better prices, even withdrawing Nestle products from his stores when the company did not respond. Two days later the Nestle products were back, but not before the company had clarified its stance. Says Biyani, "Shoprite is involved in predatory pricing. There are rules against this in every part of the world."
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CUSTOMER RELATIONSHIP MANAGEMENT But as a result of his tough stance, the three MNCs have asked Shoprite to roll back the offers or face withdrawal of supplies, he says.
And he was proved right when the Kolkata Pantaloon store became a raging success and Biyani stepped on to the turf as a super retailer. Other professionals have wondered where Biyani picked up the tricks of the retailing trade. Some he learned from his own mistakes, he admits. Others he picked up from the big boys of international retail. "I read every book on Sam Walton, Macy's, Marks & Spencer and management gurus like Tom Peters whose book 'Reimagine' impressed me." Even now he reads a management book every fortnight - Stephen Covey, Robert Kaplan or James Collins. But unusual as it might seem, he also made it a point to stay away from these stores. The reason: "By going to a Wal-Mart or a Macy's, you could get overwhelmed into thinking that was the best model and stop learning," he says.
39
Mr.Gopikishan Biyani, whole time Director Gopikishan Biyani is a commerce graduate and has more than twenty years of experience in the textile business. Mr.Rakesh Biyani, Whole time Director Rakesh Biyani is a commerce graduate and has been actively involved in category management; retail stores operations, IT and exports. He has been instrumental in the implementation of the various new retail formats. Mr. Vijay kumer chopra, Independent Director V.K Chopra is a fellow member of The Institute of chartered Accountants of India (ICAI) by profession and is a certified Associate of Indian Institute of Bankers (CAIIB). His banking career spans over 31 years and he has served senior management position in Central Bank of India, oriental Bank of commerce, SIDBI , Corporation Bank and SEBI.
40
Major Milestones
1987 Company incorporated as man wear private Limited. Launch of pantaloons trouser, Indias first trouser brand. 1991 1992 1994 Launch of BARE, the Indian jeans brand. Initial public offer(IPO)was made in the month of may. The Pantaloon Shoppe exclusive menswear Store in franchisee format launched across the nation. The company starts the Distribution. 1995 1997 John miller formal shirt brand launched. Company enters modern retail with the launch of the first 8000 square feet store, pantaloons in Hyderabad. 2002 Three Big Bazaar stores launched within a span of 22 days in kolkata, Bangalore and Hyderabad. 2003 2005 2006 Food Bazaar, the supermarket chain launched. Central- Indias first seamless mall is launched in Bangalore. Group moves beyond retail, acquires stakes in Galaxy Entertainment, Indus League clothing and-Planet-Retail. Sets up Indias first Real Estate investment fund kshitijti build a chain of shopping malls.
41
CUSTOMER RELATIONSHIP MANAGEMENT 2007 Future Capital Holdings, the companys financial is formed to manage over $ 1.5 Billion in real estate, private equity and retail infrastructure funds. Plans forays into retailing of consumer finance products. Home Town, a home building and improvement Products retail chain is launched along with Consumer durables format, Ezone and furniture Bazaar. Future Group enters into joint venture Agreements to launch insurance products with ltalian insurance, major,Generali,Forms joint ventures with US office stationery Retailer, staples. 2008 Future Group crosses $1 billion turnover mark Specialized companies in retail media, Logistic, IPR and brand Development and Retail led technology services become Operational. Pantaloon retail wins the International retailer of the year at US Based national retail federation convention in New York and Emerging retailer of the year Award at the world retail congress held in Barcelona.futurebazaar.com becomes Indias most popular shopping portal. 2009 Future capital Holdings becomes the second Group Company to make a successful initial Public offering in the Indian capital markers. Big Bazaar crosses the 100 store mark, Marking one of the fastest ever expansion of A hypermarket format anywhere in the world. Total operational retail space crosses 10million Square feet mark. Future group acquires rural retail chain, Andhra present in 65 rural locations.
42
STORE STRUCTURE
STORE MANAGER ASSISTANT STORE MANAGER DEPARTMENT MANAGER ASSISTANT DEPT MANAGER TEAM MEMBERS
43
DEPARTMENTS DEPARTMENTS
SUBDEPARTMENT Children Ladies wear Mens wear
CLOTHING
HOME FASHION
Bath linen Kitchen linen Table linen Homes accessories
FASHION ACCESSORIES
Jewelry Hand bags Sunglasses & watches
FOOT WEAR
Nike Reebok
44
LUGGEAGE
Bags Trolley and suitcase
PLACTICS,UTENCILS & CROCERY
Crockery Plastics Utensils
BLUE SKY
Fashion accessories
COMMUNICATIONS
Accessories Carrier Hard ware
CURE & CARE DEPOT
Non prescription Books Multimedia Stationary
45
ELECTRONICS
Consumer durables Computer accessories Personal electronics
FOOD BAZAAR
Fruits and Vegetables Chef zone Chill zone
LEE COPPER
Lc ladies Lc men
LOOT MART
Kids Accessories Ladies Accessories Mens Accessories
NAVRAS
Precious jewelry Personal Grooming
STAR & SITARA
46
47
DATA ANALYSIS AND INTERPRETATION
TABLE: 1 1) How do you know about this Big Bazaar? No of samples: 100 TOTAL NO OF PERSONS 55 45 PERCENTAGE 55% 45%
Advertisement Friends& Relatives
48

60% 50% 40% 30% 20% 10% 0% advertaisement friends Series1 55% 45%
Interpretation: The analysis of the above table show that 55% of respondents know by Advertisement and 45% of Respondents know by Friends & Relatives.
TABLE:2 2) What products do you like to purchase in our mall?
No of samples: 100 TOTAL NO OF PERSONS Electronic Goods Cloths PERCENTAGE
26 21
49
26% 21%
CUSTOMER RELATIONSHIP MANAGEMENT Toys 17 Food items 36
17% 36%
36%
26%
17%
21%
Electronics Clothes Toys Food item s
Interpretation: The analysis of the above table show that 26% of respondents electronic goods, 21% of respondents cloths, 17% of respondents toys and 36% of respondents are food items purchasing in the mall .
TABLE: 3 3) Do you feel that our products are lesser price by comparing other
mall ?
No of samples: 100 TOTAL NO OF PERSONS Mostly Agree PERCENTAGE
63
50
63%
CUSTOMER RELATIONSHIP MANAGEMENT Strongly Agree 22 Mostly Disagree 10 Strongly Disagree 5
22% 10% 5%
10%
5% Mostley agree Strongley agree Mostley disagree Strongley disagree
22%
63%
Interpretation: The analysis of the above table show that 63% of respondents mostly agree, 22% of respondents strongly agree, 10% of respondents mostly disagree and 5% of respondents strongly disagree about product prices in the mall.
TABLE: 4 4) Do you satisfied with the Big bazaar offers?
No of samples: 100 TOTAL NO OF PERSONS Mostly Agree Strongly Agree PERCENTAGE
62 23
51
62% 23%
CUSTOMER RELATIONSHIP MANAGEMENT Mostly Disagree 11 Strongly Disagree 4
11% 4%
70% 60% 50% 40% 30% 20% 10% 0%
62%
23% 11% 4% Strongley disagree
Series1
Mostley agree
Strongley agree
Mostley disagree
Interpretation: The analysis of the above table show that 62% of respondents mostly agree, 23% of respondents strongly agree, 11% of respondents mostly disagree and 4% of respondents strongly disagree about offers in the mall.
TABLE: 5
5) Do you feel that our associates are given good service to you?
No of samples: 100 TOTAL NO OF PERSONS Good Satisfactory Average PERCENTAGE
22 56 18
22% 56% 18%
52
CUSTOMER RELATIONSHIP MANAGEMENT Poor 4
4%
60% 50% 40% 30% 20% 10% 0% Good 22%
56%
18% 4% Satisfactory S1 Average Poor
Series1
Interpretation: The analysis of the above table show that 22% of respondents good, 56% of respondents satisfactory, 18% of respondents average and 4% of respondents are feel poor services giving in the mall.
TABLE: 6 6)How do you feel about the time taken by the customer service department Of this mall in meeting your needs? No of samples: 100 TOTAL NO OF PERSONS Very quick Delayed 32 15 PERCENTAGE 32% 15%
53
CUSTOMER RELATIONSHIP MANAGEMENT Responsive 53
53%
Interpretation: The analysis of the above table show that 53% of respondents very quick, 32% of respondents delayed and 15% of respondents responsive about customer service department.
TABLE: 7
7) Are you feeling comfortable by shopping in this mall?

No of samples: 100 TOTAL NO OF PERSONS Good Satisfactory Average PERCENTAGE
32 43 23
54
32% 43% 23%
CUSTOMER RELATIONSHIP MANAGEMENT Poor 2
2%
43% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% 32% 23% Series1
2% Good Satisfactory Average Poor
Interpretation: The analysis of the above table show that 32% of respondents good, 43% of respondents satisfactory, 23% of respondents average and 2% of respondents are feel poor comfortable by shopping in this mall .
TABLE: 8
8) What is the reason select Big Bazaar for shopping?

No of samples: 100 TOTAL NO OF PERSONS Lesser Price Good Service Convince PERCENTAGE
33 19 22
55
33% 19% 22%
CUSTOMER RELATIONSHIP MANAGEMENT Availability of products 26
26%
35% 30% 25% 20% 15% 10% 5% 0%
33% 26% 22% 19% Series2
Lesser price Good service Convenience Availability of products
Interpretation: The analysis of the above table show that 33% of respondents lesser price, 19% of respondents good service, 22% of respondents convenience and 26% of respondents are availability of products their select the Big bazaar for shopping.
TABLE: 9
9) In a month how many times you visited this mall?

No of samples: 100 TOTAL NO OF PERSONS One time Two times Three times PERCENTAGE
34 32 23
34% 32% 23%
56
CUSTOMER RELATIONSHIP MANAGEMENT More than three 11
11%
11% 34% 23%
O tim ne e Tw tim o es Three tim es M then tim ore es
32%
Interpretation: The analysis of the above table show that 34% of respondents one time, 32% of respondents two times, 23% of respondents three times and 11% of respondents are more than three times visiting the mall.
TABLE: 10
10) How do you find the ability of this mall compared to other city?
No of samples: 100 TOTAL NO OF PERSONS Excelent Satisfactory PERCENTAGE
13 38
13% 38%
57
CUSTOMER RELATIONSHIP MANAGEMENT Good 42 Poor 7
42% 7%
Interpretation: The analysis of the above table show that 13% of respondents excelent, 38% of respondents satisfactory, 11% of respondents good and 7% of respondents are feel poor about ability of this mall.
TABLE: 11 11) Will you suggest this mall to your friends/relatives? No of samples: 100 TOTAL NO OF PERSONS Yes 82 PERCENTAGE 82%
58
CUSTOMER RELATIONSHIP MANAGEMENT No 18
18%
Interpretation: The analysis of the above table show that 82% of respondents yes and 18% of respondents no.
TABLE: 12 12) How do you rate the overall experience with this mall? No of samples: 100 TOTAL NO OF PERSONS Excelent 18 PERCENTAGE 18%
59
CUSTOMER RELATIONSHIP MANAGEMENT Satisfactory 41 Good Poor 36 5
41% 36% 5%
Interpretation: The analysis of the above table show that 18% of respondents excelent, 41% of respondents satisfactory, 36% of respondents good and 5% of respondents are feel poor about their overall experience in the mall.
60
FINDINGS AND SUGGESTIONS
FINDINGS
On the basis of information on survey of customer relationship management and data gathered by administering schedules to customers which is analyzed, the following observations are made.
61
CUSTOMER RELATIONSHIP MANAGEMENT From the data analysis it is found that more number of respondents know the big bazaar through advertisement.
From the data analysis it is found that maximum respondents are purchasing food items in the mall . From the data analysis it is found that when compare to other malls, more number of respondents mostly agree about product prices are lesser in this mall. From the data analysis it is found that maximum of respondents mostly agree about offers in the mall. From the data analysis it is found that maximum of respondents satisfying from the associates services in the mall. From the data analysis it is found that more number of respondents are respond the very quick service is giving customer service department. From the data analysis it is found that more number of respondents satisfy by shopping in the mall. From the data analysis it is found that more number of respondents like to shop in Big bazaar because of lesser price. From the data analysis it is found that more number of respondents are visiting only one time in a month. . From the data analysis it is found that most of the respondents satisfying the ability of this mall when compare to other city.
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CUSTOMER RELATIONSHIP MANAGEMENT From the data analysis it is found that most of the respondents are suggest to their friends/relatives about the mall. From the data analysis it is found that more number of respondents satisfy about their overall experience in the mall.
CONCLUSION
Growth of CRM facilitated by growth of IT. In this age of Information Technology an effective IT planning on the CRM can help the organization earn a lot of repute. New database solutions. 63
CUSTOMER RELATIONSHIP MANAGEMENT This will help to filter and clean the raw data received from feedbacks more efficiently. Mutual benefit through CRM. The stores and their customers can mutually benefit through the application of CRM. So at this era of customers, the companies should project themselves as customer oriented as possible to help them benefit in a long term survival plan. Effective segmentation of customers. With more and better quality of data, this can be done very easily. Enhancing the shopping solutions. This is the age of innovation. Especially in Indian markets, low cost innovation is the ultimate tool to win the battle for the companies. Thus, the companies need to be innovative with their ideas and always try to deliver the customer with some added value for their purchase.
SUGGESTIONS
1. Big bazaar management should concentrate on electronic goods and cloths for Improving the sales of those products.
2. Big bazaar management has to give more offers to their products for generating sales.
64
CUSTOMER RELATIONSHIP MANAGEMENT 3. Big bazaar sales persons should improve their skills to give good service to the customers.
4. Customer service department should increase their response time to the customer needs.
5. Big bazaar management has to maintain proper sequence while arranging the products then only all products are visible to the customers.
6. Big bazaar should increase the availability of all brands. 7. Big bazaar management should improve the home delivery service. 8. Big bazaar management should increase volume of toys in the mall to attracting the childrens to buy those products.
65
BIBLOGRAPHY
Principles of marketing Marketing management Customer relationship mgt
: Phillip kotler : Rjan saxena : jagdish.seth
66
CUSTOMER RELATIONSHIP MANAGEMENT News papers : Eenadu, Vaartha,D.C , Economic times and etc. Advertisements Web sites : Television, Print Media. : www.bigbazaar.in, www.bigbazaar.com www.bigshoppingmall.com. www.pantaloons.com
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APPENDICES
Customer Relationship Management Questionnaire

Name:_____________________ Age:_______________________ Gender (M/F):_______________ Location:__________________ Occupation:________________ Education:_________________
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CUSTOMER RELATIONSHIP MANAGEMENT Income:_____________________ Mobile No:________________
Q1) How do you know about this Big Bazaar? a) By advertisement b) Friends & Relatives
Q2) What products do you like to purchase in this mall? a) Electronic Goods c) Toys b) Cloths d) Food items
Q3) Do you feel that big bazaar products are lesser price by comparing other malls? [ a) Mostly Agree c) Mostly Disagree Q4) Do you satisfied with big bazaar offers? a) Mostly Agree c) Mostly Disagree b) Strongly Agree d) Strongly Disagree [ b) Strongly Agree d) Strongly Disagree [
Q5) Do you feel that our associates are given good service to you? a) Good c) Average b) Satisfactory d) Poor
Q6) How do you feel about the time taken by the customer service department Of this mall in meeting your needs? a) Very quick b) Delayed c) Responsive Q7) Are you feeling comfortable by shopping in our mall? a) Good c) Average b) Satisfactory d) Poor 69
CUSTOMER RELATIONSHIP MANAGEMENT Q8) What is the reason select Big Bazaar for shopping? a) Lesser Price c) Convince b) Good Service d) Availability of products [ ] [ ]
Q9) In a month how many times you visited this mall? a) One time c) Three times b) Two times d) More than three [
Q10) How do you find the ability of this mall compared to other city? a) Excellent b) Satisfactory b) Good d) Poor
Q11) Will you suggest this mall to your friends/relatives? a) Yes b) No
Q12) How do you rate the overall experience with this mall? a) Excellent c) Good b) Satisfactory d) Poor
70

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