Group - 5

Luv Sachdeva (2012149)

Mihir Deshpande (2012165)
Mohit Paliwal (2012166)
Mohit Sharma (2012167)
Nitya Agarwal (2012188)
Raunak Gattani (2012237)

ABOUT
PANTALOONS

Flagship enterprise, 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

Pantaloons, a part of Pantaloon Retail (I) Ltd., is

among Indias largest chains of fashion stores, with 45
stores across over 24 cities

It is the most profitable and revenue generating

company of future group

WHY CRM?

Want to focus both on acquisition & Retention

To convert daily footfalls 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

profitability of Pantaloons across country

Pantaloons maintains a customer database of 21 lakhs across

India

Software used is the Customer Loyalty Program

approx.

55%

in

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%

VLCC 30%

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 AT PANTALOONS TAKES

YOU TO A NEW WORLD OF
EXCLUSIVE BENEFITS AND
PRIVILEGES

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.

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.

CONTD.

Customer feedback through drop box

& share with us program (
sharewithus@pantaloons.com)

Catalogues are couriered to customers

FEEDBACK FORM

BIRTHDAY AT PANTALOONS

Birthday Call to all

Green card members
Birthday Celebration of
7-Star Members :
-Give a call , Send
Greeting Card, Cake
& Bouquet
- Birthday is either
celebrated in store or
the store manager
personally visit their
home with cake, card &
a bouquet

ADDITIONAL BENEFITS
AT GREEN CARD

Green Add on Cards

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

PRIVILEGES

SOME MORE BENEFITS

TO 7-STAR MEMBERS

Free parking space

Free gifts

Stock manager personally deal them

Promotion is communicated first

CRM SOFTWARE
(Customer Loyalty
Program)

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 business

Ensuring that customer satisfaction continues to

improve

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
reduction

Frequency of Green Card members doing

repeat purchases

gets

focused

&

thus

cost

CONCLUSION

Thank You.