1. “CUSTOMER RELATIONSHIP MANAGEMENT"
BIG BAZAAR
Submitted in partial fulfilment of the requirement for the award of
the degree of
BACHELORS OF BUSINESS ADMINISTRATION
OF
NOIDA INTERNATIONAL UNIVERSITY, GAUTAM BUDH NAGAR
Under the Guidance of:- Submitted By:-
Miss. INDU Rishi Sharma
BBA 6th
sem
ROLL NO: SM/BB/1501/033
Enrolment No.15SBMBBA10013
2. NOIDA INTERNATIONAL UNIVERSITY
To Whom It May Concern
I hereby declare that this project report titled Marketing “Customer Relationship
Management" Big Bazaar. Submitted by me to the department of business
management, noida international university is a bonafide work undertaken by me and it
is not submitted to any other university or institution for the award of any degree
diploma/certificate or published any time before.
NAME: Rishi Sharma SIGNATURE OF THE STUDENT
COURSE: BBA 6TH
SEM
ROLL NO: SM/BB/1501/033
‘
Date: 13/04/2018 Signature of the Student
3. Declaration
I hereby declare that the project title “Customer relataionship management” is an
original piece of research work carried out by me. The information has been
collected for genuine & authentic sources. The work has been submitted in
partial fulfillment of BACHELORS OF BUSINESS ADMINISTRATION of Noida
International University Greater Noida.
Name: Rishi Sharma
Roll No.: SM/BB/1501/033
4. ACKNOWLEDGEMENT
I express my sincerest gratitude and thanks to hon’ble, Mr. Sanat Guptrishi
(Store Manager – Ghaziabad Branch),for whose kindness I had the precious
opportunity of attaining training at Big Bazaar. Under his brilliant untiring
guidance I could complete the project being undertaken on the “Comparative
Analysis of Big Bazaar and othe Retail Stores” successfully in time. His
meticulous attention and invaluable suggestions have helped me in simplifying
the problem involved in the work. I would also like to thank the overwhelming
support of all the people who gave me an opportunity to learn and gain
knowledge about the various aspects of the industry.
5. Table of content
1. Preface
2. Acknowledge
3. Introduction
4. Objective of study
5. Research Methodology
6. Analysis of Data: (a) Customer survey
(b) Retailer Survey
7. Result and Conclusion
8. Recommendation
9. Bibliography
10. Appendix: (a) Questionnaire for Customer Survey
(b)Questionnaire for Retailer survey
(c) Locations of Big Bazaar
11. Synopsis
6. Executive Summary
The Indian retail industry is now beginning to evolve in the line with the
transformation that has swept other large economies. The liberalization of the
consumer goods industry initiated in the mid-80’s and accelerated through the
90’s has begun to impact the structure and conduct of the retail industry.
The concept retail which includes the shopkeeper to customer interaction, has
taken many forms and dimensions, from the traditional retail outlet and street
local market shops to upscale multi brand outlets, especially stores or
departmental stores.
The objective being to assess the various parameters that influences a buyer to
visit or shop at departmental store thereby contributing to its turnover (in terms of
sales and profits) hence leading to its overall success.
The extensive research brought me to conclude that departmental stores are
soon emerging on the top priority lists, amongst the shopping spree in Delhi and
NCR, as they seem to derive immense pleasure of convenience and exposure to
variety under one roof, in their extremely busy lives, when they don’t have time
for things.
Though some of the customers perceive departmental stores to be expensive
and only high income category’s cup of tea, the stores make constant efforts to
induce them to at least visit the store at once during the sale period, or discount
offers.
7. The Retail Marketing RevolutionThe Retail Marketing Revolution -- An IntroductionAn Introduction
“Any business that directs its marketing efforts towards satisfying the final
consumer based upon the organization of selling goods and services as a
means of distribution”
BBy 2010, the list of India's top 10 retailers will have at least 5 Indian corporate.
Retail Marketing will go through a tremendous change in India this millennium. It
will change India's cities, its people, and its households. The Indian consumer is
reportedly the largest spender in Singapore and London. It is, therefore, strange
that there have, so far, been few efforts to present the product in the right kind of
environment in India.
Indeed, the right shopping experience does induce Indian consumers to spend
more. This is evident from the experiences of retail-outlets like Music
World, Big Bazaar, Spencer’s, Crosswords, The Home Store, Ebony, Bigjo’s,
Saboos, Standard, Nanz, Vijay Store and Janaki Das & Sons, Westside etc.
8. Factors affecting Retail marketing
The development of organized retail is dependent on the efforts of several
agencies and institutions. A glimpse of the last 2 decades of the previous century
proves illuminating. Large-format retailing started with outlets like Vivek's and
Nalli's in Chennai and Kidskemp in Bangalore, and, at another level, with
manufacturer-retail brands like Bata, Bombay Dyeing, and Titan.
Government: The first among these is the government. In a country as big as
India and with as many states as ours, it is imperative that the Central
government and all state governments bring in Value Added Taxation or a unified
taxation system to ensure that the tax-regimes are the same across the country.
The laws governing retail real estate should also be looked into, so that it is
possible to develop retail-estate beyond the city-limits. Apart from providing
entertainment and retail opportunities, this will also decongest the city center and
facilitate the development of suburbs. The relevant rules should also be
amended to allow retail-stores to operate 7 days a week, 12 hours a day.
Nuclear Families: Given the hours most urban consumers keep at work, and
keeping in mind the increase in the number of nuclear families, this may, indeed,
make sense. This will also help people enjoy their evenings, out at malls.
9. Developers: The second group, whose participation is essential in making
retail a boom-sector in this millennium, comprises developers. Most properties
are developed without considering the end user; thus, we sometimes find high-
Ceilinged offices and low-ceilinged retail stores. Often, the shopper's
convenience is not taken into consideration while the property is constructed.
Manufacturers: There's a lot at stake here: even so early in the 21st Century,
India is too large a market to be ignored by transnational retail giants. From the
manufacturing company's perspective, the focus should be on producing good
products, and forging relationships with organized retail. Manufacturers need to
draw a plan of producing quality products and tie in with retailers. Indeed, the
birth of organized retail will also engender the creation of private labels and
store-brands. Thus, if a manufacturing company lacks the resources to build a
brand, it can supply to a retail-chain that has the resources to create a brand of
its own.
Indian Consumers: And even as these developments were taking place, the
Indian consumer became more mature. Customer-expectations zoomed. Thus,
at the beginning of the New Millennium, retailers have to deal with a customer
who is extremely demanding. Not just in terms of the product-quality, but also in
terms of service, and the entire shopping experience.
10. Today, the typical customer who shops in a retail outlet compares the time spent
at the check-out counter with that at an efficient petrol station, and the smile of
the counter-person to that decorating the face of a Jet Airways' crew member. To
cope with the new customer, manufacturers have to focus on product quality and
brand building. And retailers, in turn, have to focus on the quality of the shopping
experience.
In this millennium, like in the last, customers will want to spend time with their
family and friends. They may like to visit an outlet on weekends where everything
will be available under one roof. India will benefit from these developments
because of increased consumption through retailing and the corresponding
increase in employment created by retailing.
Retail organizations exhibit great variety and new forms keep emerging. There
are store retailers, non store retailers, and retail organizations.
Consumers today can shop for goods and services in a wide variety of stores.
The best-known type of retailer is the department store. Japanese department
stores such as Takashimaya and Mitsukoshi attract millions of shoppers each
year. These stores feature art galleries, cooking classes, and children’s
playgrounds.
The success of the retail stores, therefore, depends on customers’ reaction to the
retailing mix which influences the profits of the store, its volume of turnover, its
share of the market, its image and status and finally its survival.
11. Trends In Retail MarketingTrends In Retail Marketing
AAt this point, I can summarize the main development retailers and manufacturers
need to take into account as they plan their competitive strategies.
In India the trends are mainly in three sectors. These sectors are:
Trends in retail marketing
Urban Suburban Rural
New retail forms and combinations continually emerge. Bank branches and ATM
counters have opened in supermarkets. Gas stations include food stores that
make more profit than the gas operation. Bookstores feature coffee shops.
The electronic age has significantly increased the growth of non store retailing
consumers receive sales offers in the mail and over television, computers, and
telephones, to which they can immediately respond by calling a toll-free number
or via computer.
Competition today is increasingly intertype, or between different types of store
outlets. Discount stores, catalog showrooms, and department stores all compete
for the same consumers. The competition between chain superstores and
12. Smaller independently owned stores have become particularly heated. Because
of their bulk buying power, chains get more favorable terms than independents,
and the chains’ large square footage allows them to put in cafes and bathrooms.
Today’s retailers are moving toward one of two poles, operating either as mass
merchandisers or as specialty retailers. Superpower retailers are emerging.
Through their superior information systems and buying power, these giant
retailers are able to offer strong price savings. These retailers are using
sophisticated marketing information and logistical systems to deliver good
service and immense volumes of product at appealing prices to masses of
consumers.
Many retailers are even telling the most powerful manufacturers what to make;
how to price and promote; when and how to ship; and even how to reorganize
and improve production and management. Manufacturers have little choice: They
stand to lose 10 to 30 percent of the market if they refuse.
Technology is becoming critical as a competitive tool. Retailers are using
computers to produce better forecasts, control inventory costs, order
electronically from suppliers, send e-mail between stores, and even sell to
customers within stores. They are adopting checkout scanning systems,
electronic funds transfer, and improved merchandise-handling systems.
13. Retail Marketing In IndiaRetail Marketing In India
There are various ways of making goods available to consumers like:
• Company to distributor to wholesaler to retailer to consumer
• Company to salesperson to consumer
• Company to consumers (online/ phone/ catalog ordering)
These three are among the most common ways of making the goods available to
consumers. But in India the three layered system of distributor, wholesaler and
retailer, forms the backbone of the front-end logistics of most of the consumer-
good companies.
There are a number of reasons behind this fragmented retail market. Some of the
major reasons being:
• Poverty and lower literacy levels.
• Low per capita income.
• Savings focused and less indulgence mindset.
• Poor infrastructure facilities like roads etc.
• Restrictions on intra-state good movement.
• High taxes.
• No exposure to media.
• High import duties on imported goods.
14. • FDI in retailing is not allowed.
• Retailing is not considered as a business or industry by the
government.
• Hitherto none of the business schools in India were offering specialized
courses on retailing.
CRM In Retail Marketing( Big Bazaar)
Customer relationship activities have the most impact on customer retention.
Every customer service encounter has the potential to gain repeat business
or have the opposite effect. The expectation of personalized, relevant offers
and service is becoming a primary driver of customer satisfaction and
retention in financial services.
What Exactly Is CRM?
The first thing you find when looking into the world of Customer
Relationship Management is the number of different definitions in
use today.
Here is the one I have chosen for this Project:
• "CRM is the business strategy that aims to understand, anticipate,
manage and personalize the needs of an organization's current and
potential customers" -- PWC Consulting
15. •
• CRM is a business strategy, one that puts the customer at the heart of the
business.
• “That’s nothing new” I hear you say, and you would be right. Good
business people have always understood the relationship between happy
customers that come back again and again and creating long term,
sustainable profitability. Big Bazaar has realized this and applied this
to effect.
One just needs to think of the local shop owner who knew everyone of his
customer’s names, birthdays and particular ailments to prove that point. What is
new is that there now exists the technology to enable this customer-centricity on
a much larger scale .
(“Come To Big Bazaar- Isse Sasta Aur Achha Kahin Nahin”)
It is said that a successful CRM implementation will allow your Customer Service,
Sales and Marketing people (and anyone else in your organization) to have a
holistic view of each and everyone of your customers. In theory this will enable
them to make quick, informed decisions, create cross selling and up selling
16. opportunities, measure marketing effectiveness and deliver personalized
Customer Care. Sound’s great doesn’t it !!!
The History of CRM
Following on from Enterprise Resource Planning or ERP (the business strategy
that promised to automate the “back-office”), the term CRM was first coined in
the mid-1990s. CRM in those days referred to the software used to help
businesses manage their customer relationships. From sales force automation
software (SFA) that focused on customer contact management to integrated
knowledge management solutions, these were the early foundations of CRM.
The last couple of years have seen the term broaden to encompass a more
strategic approach and the investment of billions of dollars worldwide into CRM
solutions and services has followed.
First Things First
Successful CRM always starts with a business strategy, which drives change in
the organization and work processes, enabled by technology. The reverse rarely
works. The key here is to create a truly Customer-Centric philosophy that
touches every point and more importantly every person in the company. From
CSR to CEO everyone must live and breathe customer focus for all of this to
work.
17. The Right Technology
It is estimated that the global market for CRM services and solutions is currently
worth $148 billion. That means a lot of choice when selecting your technology -
from web-based solutions aimed at small businesses with less than 10
employees to solutions suitable for multi-national enterprises with millions of
customers.
The Future
CRM has already made a big impact in the world of Customer Service and will
continue to do so. As more and more companies become customer-centric those
that fail to do so will lose competitive advantage. As technology increases to
develop at a startling rate the key emphasis will be how we can fully utilise it
within our business.
However let's not lose sight of the fact that Customer Relationship Management
is about people first and technology second. That’s where the real value of CRM
lies, harnessing the potential of people to create a greater customer experience,
using the technology of CRM as the enabler.
18. Advantages Of CRM for Big Bazaar
Using CRM, a management of Big Bazaar can:
Provide better customer service
Increase customer revenues
Discover new customers
Cross sell/Up Sell products more effectively
Help sales staff close deals faster
Make call centers more efficient
Simplify marketing and sales processes
By applying this methodology Big Bazaar learned more about customers' needs
and behaviors in order to develop stronger relationships with them. They
implemented CRM as a process that brought together lots of pieces of
information about customers, sales, marketing effectiveness, responsiveness
and market trends.
CRM helps businesses use technology and human resources to gain insight into
the behavior of customers and the value of those customers.
19. Challenges For Big Bazaar in CRM implementation:
.Difficulty in acquiring new customers can be a result of any one, or
combination, of the following problems.
.Inaccurate and Slow Quoting Organizations may be unable to accurately
estimate and quickly deliver successful proposals, often leading to missed
opportunities, bad profit margins and upset prospects.
Lack of Product Knowledge Within their Sales Force
Problems can arise when products were sold that didn’t fit company's
profitability strategy such as selling a customer one product when another
would be better for the customer and more profitable for you.
Difficulty and Delay in Updating Pricing and Product Information
When the sales force is relies on incomplete product, pricing and
customer information, then they're probably not selling the most profitable
products you offer.
Customers prefer a combination of differing channels in which to deal with
your company. Self-service on the web can even be done for complex
products. Plus, self-service on the web offers retail banks the opportunity
to shift cost out to the customer.
20. Customer Satisfaction Is Big Bazaar
“The degree of customer satisfaction you deliver determines the level of
long-term success you will achieve in business.” - --- Training Mantra
for Sales Force
Customer Satisfaction their Top Priority
Don't just make sales. Create customers - satisfied customers. In addition to the
immediate profit they provide on the first sale, satisfied customers help you build
your business in 2 other important ways:
1. They become a reservoir of repeat buyers. For some businesses that means
repeat buyers for more of the same product or service. For every business, it
means buyers for additional products and services.
2. They automatically refer more business to you from their friends and business
contacts. This is highly profitable business for you because it doesn't cost you
any time or money to get it.
Whatever they Promise More, they Deliver
21. Never make any promises you can't (or won't) keep. Nothing alienates customers
faster than getting something less than they expect from a business transaction.
They won't do business with you again. And they will tell everybody they know
about their unhappy experience - causing you to lose future customers.
Always Give Customers More Than They Expect
"Over deliver" on quality and service. Always exceed your customers'
expectations. You will win their long term loyalty. It also makes it difficult for
competitors to steal customers from you - even if they have lower prices.
Customers will not risk an uncertain experience with a competitor when they
know they will get more than they expect from you.
Customers know how much they value them:
Let your customers know you are always thinking about them. Communicate with
them regularly. For example, create some special deals just for your existing
customers. And announce new products or services to them before you
announce them to the general market.
22. PROCESS OF CRM
Customer Relationship Management (CRM) is the process of bringing the
customer and the company closer together. There are many different
areas in which Customer Relationship Management can be implemented.
The goal of CRM is to help a company maintain current customers, as well
as gain new customers.
Targeted Marketing: Targeted marketing is accomplished through
collecting information about the customer. This information can be buying
habits or simply demographics. The idea behind this is that a business
analyzes what a customer buys and then markets specific products to that
customer based on his or her buying habits. Businesses track buying
habits using discount cards, and special store credit cards. Targeted
marketing can also be implemented on the Internet. Amazon.com has
product recommendations based on buying habits, and product ratings.
Customers can also be sent e-mails that market targeted products.
Marketing the right products to the right customers can significantly
increase a business' sales with minimal associated costs.
23. CONSUMER BEHAVIOR
• Options: Consumers are more likely to choose an alternative after
a relatively inferior option is added as a choice. For example,
Simonson says, participants in one study were given a choice
• Between $6 and an elegant Cross pen. A second group chose
among $6, the
• Same Cross pen, and a second pen that was clearly less attractive
than the Cross pen. As was predicted, the addition of the
unattractive pen increased the share of the Cross pen at the
expense of the $6.
Alternatives: Consumers prefer alternatives that are compromise
choices. Given a choice between two alternatives, one priced lower than
the other, the addition of a third choice, priced higher than both, will
increase the market share of the more expensive of the original two. This
finding suggests that companies can increase their overall sales and shift
24. purchases to higher-margin items by carefully designing the sets of
alternatives that their customers consider.
Floor Displays: Buyers are averse to choosing the lowest-quality
alternative in sets of three or more choices. One of the implications of this
finding is that marketers of well-known, high-priced brands should
encourage retailers to organize floor displays by model type, whereas
marketers of lesser-known, lower-priced brands should prefer organization
by brand.
• Brands: Consumers who think about the possibility that their purchase
decisions will be wrong are more likely to choose better-
• Known brands. In a test case, Simonson showed that consumers
debating between a better.
• Known, more expensive brand and a lesser-known, less expensive
brand expect to feel greater regret if they err by choosing the cheaper
option. Indeed, after thinking about the possibility of regret, consumers
were more likely to select the better-known brand. Kodak film has
capitalized on this finding with an advertising campaign that asks
25. consumers to consider how they would feel if they bought cheap film
and their pictures didn't turn out.
Preferences: Consumers tend to select variety when buying multiple
products for consumption at a later time. In each of three weeks,
Simonson asked a group of respondents to select one of six familiar
snacks for immediate consumption. A second group was asked to pick
three snacks -- one for immediate consumption and one for each of the
next two weeks. Both groups were told that they could pick the same
snack as many times as they wished. Those in the first group tended to
select the same snack all three times, whereas most in the second group
selected three different snacks.
• Product Modifications: Modifying a product with a feature or
premium that is of little or no value to the consumer, even without
raising the price,
• May actually decrease sales. When consumers are uncertain about
their preferences, a product that offers an unneeded add-on (such
as an offer to purchase a Pillsbury Doughboy collector's plate)
provides them with a reason for rejecting it.
26. While marketing professionals can use these findings to influence
consumer decision making, consumers, too, can benefit by understanding
their own behavior. "One of the points of our research is to inform
consumers about some of the factors that influence their decisions,"
Simonson says. "With such knowledge, they may be able to make better,
more thoughtful decisions."
SWOT Analysis of Big BazaarSWOT Analysis of Big Bazaar
Strengths
Prime location
Large floor space allowing for better visual merchandising
Large area also allows to stock a large variety of products under one
roof
Experienced and competent management
Highly trained and motivated sales force
Brand equity
Large scale operations in various cities throughout the country allows
them to reap the benefits of “economies of scale”
Weaknesses
Large scale of operations sometimes acts as a barrier to personalized
customer relations
27. Large scale operations lead to reduced flexibility by increasing the
amount of overheads and a huge commitment in terms of fixed costs
A large organization structure leads to delayed decisions. This can
prove fatal for a business in the dynamic fashion industry. Mumbai, this
fact sometimes results in delayed decisions in adapting to changing
market trends
Opportunities
Apart from the metros, cities like Ahmadabad, Pune, Lucknow, Indore
and Coimbatore have shown substantial retail presence. Most sport
modern retail formats like supermarkets, department stores and
specialty chains. These markets are expected to show exponential
growth in the next few years. Thus Food Bazaar has the opportunity to
explore new markets
According to the Consumer Outlook study, consumers are generally
satisfied with the service that organized retailers extend to them. More
importantly, they are increasingly regarding these organized retailers
as providing `value-for-money’. These findings indicate that large
retailers will capture most of the higher consumer spending
Increasing penetration of the internet into Indian homes has provided
Food Bazaar Mall to break the geographical barriers and to increase
28. their customer base. The entry into online retailing, would, in fact,
expand the product categories available to the consumer
Threats:
The time when retailers had to worry about competition only from their
peers down the street has come to an end. Food Bazaar is now facing
increased competition in the form of international retail chains that are
making a beeline towards the highly potential Indian markets.
Moreover many big Indian business houses are also vying a space in
the Indian retail scene
29. RESULT OF SURVEY ON CRM IN RETAIL MANAGEMENT
(BIG BAZAAR)
1.Are you satisfied with the services provided by Big-Bazaar?
YES NO CAN’T SAY 5520
0
5
10
15
20
25
YES NO CAN'T SAY
Series1
30. Result:
From the above table it is clear that customers are satisfied with the services of
Big Bazaar because out of 30 customers 20 has given the positive answer in
favor of Big Bazaar.
2. How do you find the Shopper Assistant’s behavior?
HELPING NOT HELPING RUDE18 7 5
32. 0 5 10 15 20
1
2
3
4
5
Series1
Series2
Result:
Out of 30 customer,11 customer have given the 5 marks
to shopper . Assistant behavior while 14 has given 4 marks&5 has given 3 marks
4. Do you find the Layout of Food-Bazaar helpful in Shopping Experience?
YES NO CAN’T SAY20 8 2
33. 20
8
2
0 5 10 15 20 25
yes
no
can't say
Series1
Result:
Out of 30 customer 18, have told that they like the layout of Big Bazaar while 8
told that they do not like very much.
5.What do you like most about Big-Bazaar ?
CREDIT FACILITY TRANSPORTATION FACILITY
DELIVERY SERVICES
7 5
18
34. 7
5
18
0
5
10
15
20
Cr.Facility Tr.Facility Dl.facility
Series1
Result:
Out of 30 Customer ,18 customers like delivery services of Big Bazaar while
7 customers like the credit facility&5 customers like transportation facility’s.
So it is clear that customer wants delivery services most.
6.How often do Big-Bazaar services exceed your expectations?(Customer
Delightness)
3
37. PRICE
67%
QUALITY
33%
Result:
Customer said that when they think about Big Bazaar they think about
price. out of 30 customer 20 customer have told this while 10 customer said
that they think about quality.
9 How would you rate theme–setting display of Food-Bazaar in
comparison to other?
38. EXCELLENT GOOD SO-SO BAD
WORST
9
18
3
0 0
0
5
10
15
20
EXC
ELLENT
G
O
O
D
SO
-SO
BAD
W
O
RST
Result:
Out of 30 customers ,9 customer said that Food Bazaar theme is
excellent while 18 customer said that it is good &3 customer said that
it is ok.
10.What is the most important criteria of selection for their Store Assistant
and Store Manager?
9 18 3
0
0
4
39. Pleasing Personality Good Communication Team Work
Commitment Toward Customer needs
0000
1
5
4
10
0 2 4 6 8 10 12
1
2
3
4
5
6
7
8
9
Result:
Out of 20 retailers,10 has given importance to the store manager who
have the quality of identifying customer need,while other the have
given importance to eam work & good commucation skills.
11.Do you display all the entire stock on the rack or some amount is kept for
contingence? (Inventory availability)
1 5
10
40. Applicable to all product Applicable to some product
Only to FMCG
Result:
Out of 20 retailer ,14 have told that they show all the product to customer,
while 4 have told that show some product to the customer.
12. How do you decide of point of purchase counter?
Brand Price Customer preference Product visibility
8
2 2 12 4
14 4
2
0
0
0
14
4
2
1
2
3
4
5
6
7
41. 0000
22
12
4
0 5 10 15
1
2
3
4
5
6
Result :
Out of 20 Retailer ,12 has said they use the customer preference for point of
purchase counter while other said that they use brand &product
visibility.
13What is the preference order for promotional activity to create customer
awareness?
42. Newspaper Radio jingle Advertising Banner
0
2
4
6
8
10
12
Newspaper
Radio
jingle
Banner
Advertising
Result :
Out of 20 retailer ,10 has told that they use Newspaper as their main tool for
promotional .
14. How would you analyses the customer satisfaction ?
Number of repeat purchase Loyalties benefit Customer
database
10 5 1 4
7 3 10
43. Result :
20 Out of Retailer,10 retailer said that they get the customer satisfaction by
customer database while other have said that they use data of number of
repeat purchase.
15.What is your method of analyzing customer satisfaction?
Feedback No. of repeat purchase interaction of manager
with customer
12 5 3
000
7
3
10
0 5 10 15
1
2
3
4
5
6
44. Result :
Out of 20retailer ,12 have told that analyzing the customer satisfaction
through the feedback of customer.
FindingsFindings
IIn this survey the findings are given below:
1. Most of the stores are targeting almost all the segments of the
society with their USP being “Price benefit”
2. All the stores are in Prime Location.
3. Every Big Bazaar outlet have motivated and trained sales force.
0 5 10 15
1
2
3
4
5
6
7
45. 4. Large variety of products are available ranging from clothes, food
items , electronic goods etc.
5. Staff are provided constant training for various pecularities of
customer behaviour.
6. Some of them offer discount sales and also send greetings to its
loyal customers.
7. Not much difference in the Layout of the floor designs in the
various branches. They try to maintain a similarity to maintain comfort
levels of customers.
8. These stores maintain Word of Mouth.
9. Customers are satisfied with the provided services.
10. International shopping experiences can be achieved from these
stores.
RECOMMENDATIONS AND SUGGESTIONS
1) Convert your customers into publicity agents. Develop an incentive for
them to tell associates and friends about the value of your products or
services. An endorsement from them is more effective than any amount of
advertising - and it is much cheaper.
2) Surprise your customers with unexpected value. If you sell products,
include an "unadvertised bonus" with every order. If you sell services, get into
the habit of doing something extra for every customer or client without
46. charging for it.
3) Reward them each time they refer someone who becomes a customer.
Your reward can be as simple as a credit toward their next order from you.
4) The management of Big Bazaar can improve their understanding of the
role and capabilities of advertising to improve customer relation and enhance
loyalty. This understanding should in turn results in a more effective and more
efficient advertising campaign.
5) Visual Merchandising: It is often seen that the people come to the store to
browse rather than buy.
6) Schemes: In store Promotions:The people visiting the store should be
encouraged to visit the store again and again. So it is necessary to delight
the shoppers with the shopping experience. It has been observed in
CONCLUSION
“Customer Service is a critical factor for keeping your clients coming
back and ensuring they’ll refer you to others”.
1: Growing your business will be a difficult task at best if you don’t perform,
meet and exceed your client’s expectations, and provide service that creates
customers for life.
47. 2: Customer service is all about the customer’s perception. You have to do
more than just get the job done. You must deliver on all the things (big and
small) that affect the relationship with your client. Consider opportunities for
improvement in the following areas.
3: Setting/Reviewing Expectations: Do you work with your client to set clear,
appropriate, realistic expectations that you can always meet or exceed? Are
you clear about the responsibilities (both yours’ and the client’s), timelines,
and expectations of results? Are you then willing to go back and review these
expectations with the client at key points along the way?
4: Communication: Do you have mechanisms in place to ensure you’re
communicating with clients at every stage of the engagement, from the sales
process through to completion of the project? Being clear about where you’re
at, what’s been completed, what’s coming up next, who’s responsible, what
results you can expect, etc.? Has the client ever had to ask you for these
things?
5: Organization: Are you organized? Punctual? Reliable? When you show up
to work with your clients, have you done the work and are you prepared to
make them feel comfortable and taken care of? Even though you’ve done it
hundreds, maybe thousands of times before, do you take the time to organize
and prepare to make it the best client experience possible?
48. 6: Committing to the Little Things: Don’t ever dismiss the power of all the little
things. Together they can make all the difference and really separate you
from the competition. Returning calls and emails in a timely manner.
Providing useful information to folks on a regular basis. Showing appreciation
for your clients through things like thank you notes, exclusive client-only
briefings, and open house, etc.
Clearly these are not the only relevant areas for creating great customer
service, I assure you. But these were some of the Factors which might
provide a boost to the sales figures, though I am sure the organization would
have already implemented most of these measures already.
Big Bazaar-Marketing MixBig Bazaar-Marketing Mix
Product Branding Price
Packaging Cost of goods
Product Design Business Expenses
Assortment Gross Margin
Services Profit
Promotion Distribution
Advertising Logistics
Personal Selling Store Location
49. Sales Promotion Site Evaluation
Public Relations Transportation
Visual Merchandising Storage of goods
They seem to follow this to the core for effective Customer reach and encourage
customer loyalty.
LOCATION OF BIG BAZAAR IN INDIA
. Big Bazaar Kolkata ( VIP Road)
2. Big Bazaar Abid's Hyderabad
Address: Parvati Vihar, 52/6 V.I.P.Road, Baguihati,
Kolkata
Phone no. (033) 25703651 / 3655
Store Opening Date 11 Oct 2001
Space : 25,000 - 30,000 sq.ft.
Address Maheshwari Palace Mall, Palace Talkies Compound, #4-
1- 833, Abids, Hyderabad.
Phone no. (040) 4758385/ 8376/ 8377 / 8378
Store Opening Date 14 Oct 2001
Space 43,500 - 60200sq.ft.
50. 3. Big Bazaar Bangalore:
4. Big Bazaar Mumbai (Lower Parel)
5. Big Bazaar Mulund (Mumbai)
6. Big Bazaar Gurgaon
Address:
C/O Sahara India Commercial Corporation Ltd., Sahara
Mall, Main Mehrauli Gurgaon Road, Gurgaon. Haryana.
Phone no. (0124) 5003330
Store Opening Date 1 June 2003
Space : 45,000 sq.ft
7. Big Bazaar Nagpur
Address: Landmark Dhantoli Wadi Road, Nagpur
Phone no. (95712) 25620201
Store Opening Date 18 Oct 2003
Space : 48,600 sq.ft.
8. Big Bazaar Ahmedabad
Address:
Rudra Point, Near Isckon Temple, Gandhi Nagar-Sarkhej
Highway, Ahmedabad.
Phone no. (079) 55305300
Store Opening Date 21 Feb 2004
Space : 55,000 sq.ft.
9. Big Bazaar Bhubaneswar:
Address Salapuria Towers,#22 , Koramangala Industrial
Layout, Hosur Road,
Bangalore.
Phone no. (080) 25520889/25520751
Store Opening Date 8 Nov 2001
Space 36,000 sq.ft.
Address Phoenix Mills Compound, 462, Senapati Bapat Road,
Lower Parel,
Mumbai-400 013.
Phone no. (022) 56626703 - 4
Store Opening Date 13 July 2002
Space 40,000 sq.ft.
Address C/O Runwal Arcade, Opp Richardson Factory, LBS
Marg, Near Mulund(West),
Mumbai 400 080
Phone no. (022) 55550606
Store Opening Date 19 April 2003
Space 56,000 sq.ft.
51. Address:
Forum, 89, Kharavelnagar, Unit-III, Bhubaneswar-
751001, Orissa.
Phone no. (0674) 3217780.
Store Opening Date 27 March 2004
Space : 40,000 sq.ft.
10. Big Bazaar Nasik
Address The Zone, College Road, Nasik 422 005
Phone no. (0253) 2318218 - 28
Store Opening Date 19 June 2004
Space 26,000 sq.ft.
11. Big Bazaar Kolkata(Hiland Park)
Address
The Metropolis, 6 Hiland Park, 1925 Chakgaria,
P.S.Jadavpur, Kolkata.
Phone no.
Store Opening Date 4th December 2004
Space 26,000 sq. ft.
12. Big Bazaar Ahmedabad (Kankaria)
Address
Ahmedabad City Mall, New Cotton Mills Compound,
Outside Raipur Gate, Opp. Arya Seva Samaj Hall,
Kankaria Road, Ahmedabad.
Phone no.
Store Opening Date 24th Dec 2004
Space 80,000 sq. ft.
13. Big Bazaar Gaziabad(EDM)
Address EDM, Plot No .1 Kaushambi, Gaziabad
Phone no. 0120 3001300/301
Store Opening Date 25th Dec 2004
Space 60,000 sq. ft.
14. Big Bazaar Durgapur
Address
Durgapur City Centre, Durgapur. Pin - 713216
Phone no. (95343) 2543021
Store Opening Date 5th April 2005
Space 16,000 sq.ft.
52. 15. Big Bazaar Kandivali
Address :Growel Plaza, Akurli Road,Off Western Express Highway,
Kandivali(E) Mumbai-400101
Phone no.
Store Opening Date May 14, 2005
Space 65,000 sq.ft.
16. Big Bazaar -Lake City Mall (Thane)
Address Lake City Mall (Thane), Kapurbawdi Junction ,Ghodbunder
Road, Thane (W), Mumbai-400080
Phone no. 022-2542 6644
Store Opening Date May 14, 2005
Space 50,000 sq.ft.
17. Big Bazaar Banshankari
Address 92/9, 80 Feet Road, BSK III Stage, Kathariguppa,
Banshankari Bangalore 560085
Phone no. 080-5514 9000
Store Opening Date June 24, 2005
Space 94,120 sq. ft.
18. Big Bazaar Sangli
Address
New Pride Multiplex Near CircuitHouse, Madhav Nagar Road
Vakharbhag, Sangli 416416,
Bangalore 560085
Phone no. 0233-262 4141
Store Opening Date June 29, 2005
Space 28,000 sq. ft.
19. Big Bazaar Inderlok
Address
Metro Mall, Inderlok, Delhi
Phone no.
Store Opening Date July 1, 2005
Space 29,700 sq. ft.
53. 20. Big Bazaar Lucknow
Address
Sahar Ganj, Shahnajaf Road Hazratganj, Lucknow
Phone no.
Store Opening Date Nov 17, 2005
Space 60,000 sq ft
21. Big Bazaar Indore
Address
Treasure Island ,11 Tukoganj Main Road, Indore 452001
Phone no.
0731-3011300
Store Opening Date
Dec 23, 2005
Space 50,000 sq ft
22. Big Bazaar Pune
Address
Fun n Shop Building , Fatima Nagar, Solapur Road, Pune
Phone no.
020-5642 0500
Store Opening Date
Dec 17, 2005
Space 36,000 sq ft
23. Big Bazaar Vizag
Address
GV Manor, Beside Sangam
Sharat Theatre, Station Road
Dwarkanagar, Vishakapatnam 533016
Phone no.
Store Opening Date October 5, 2005
Space 47,000 sq ft
54. 26. Big Bazaar at Citi Gold Multiplex, Ahmedabad
Address
Citi Gold Multiplex, Bapu Nagar, Ahmedabad
Phone no. :
Store Opening Date : April 14, 2006
Space : 30,000 sq ft
27. Big Bazaar at Star & Sitara at Banshankari, Bangalore
Address
Big Bazaar, 3rd Flr, Banshankari, Banglore
Phone no.
Store Opening Date April 20, 2006
Space 30,000 sq ft
24. Big Bazaar Pune
Address
Netaji Subhash Place, Metro
Station, Ansal MGF Metro Plaza
Wazirpur 110034
Phone no.
011 -3952 8244
Store Opening Date
July 22, 2005
Space 35,000 sq ft
25. Big Bazaar BMTC, Banglore
Address
Double Road, BMTC Bus Stand ,Near Lalbagh Main Gate,
Bangalore
Phone no.
Store Opening Date
Apr 7, 2006
Space 42,000 sq ft
55. Bibliography
• Marketing Management
- Philip Kotlar
• Research Methodology
- C. R. Kothari
• Retail Marketing
- J.A.Lamba
• Customer Relationship Management
- Jagdish and Seth
• www.indiainfoline.com
• www.google.com
• www.businessline.com
56. QUESTIONAIRE ON CUSTOMER-RELATIONSHIP
MANAGEMENT IN RETAIL-SECTOR (BIG BAZAAR)
1.Are you satisfied with the services provided by Big-Bazaar?
YES NO CAN’T SAY
2.How do you find the Shopper Assistant’s behavior?
HELPING NOT HELPING RUDE
3.How would you rate the Shopper Assistant’s behavior on the scale of five?
5 4 3 2 1
4.Do you find the Layout of Big-Bazaar helpful in Shopping Experience?
YES NO CAN’T SAY
6.What do you like most about Bigd-Bazaar ?
CREDIT FACILITY TRANSPORTATION FACILITY
DELIVERY SERVICES
7.How often do Food-Bazaar services exceed your expectations?
ALWAYS SOMETIMES NEVER
8. Do you think that Food-Bazaar follow the ethical Mktg. Practices like right pricing,
right quality and right quantity?
YES NO CAN’T SAY
57. 9 What comes first when you think about Food–Bazaar?
PRICE QUALITY
10 How would you rate theme–setting display of Food-Bazaar in comparison to other?
EXCELLENT GOOD SO-SO BAD WORST
NAME…………………………. ADDRESS………
QUESTIONAIRE ON CUSTOMER-RELATIONSHIP
MANAGEMENT IN RETAIL-SECTOR (Big BAZAAR)
1.What is the most important criteria of selection for their Store Assistant and Store
Manager?
Pleasing Personality Good Communication Team Work
Commitment Toward Customer needs
2.Do you display all the entire stock on the rack or some amount is kept for contingence?
Applicable to all product Applicable to some product Only to FMCG
3. Rate the following options as per your priorities while deciding the layout for store?
Security m Computerization Parking Air-conditions
4.How do you decide of point of purchase counter?
Brand Price Customer preference Product visibility
5. What is the preference order for promotional activity to create customer awareness?
58. Newspaper Radio jingle Advertising Banner
6. How would you analyze customer localities factor?
Number of repeat customer localities benefit customer database
7. What is your method of analyzing customer satisfaction?
Feedback No. of repeat purchase interaction of manager with customer
8. What is the training methodology used to enhance customer satisfaction in your
employee ?
2006
59. National Retail Federation
• International Retailer of the Year - Pantaloon Retail (India) Ltd. The
National Retail Federation is the largest retail trade association with
over 1.4 million member organisations in the US and across the world.
Some of the past recipients of this award include Metro AG, Carrefour,
Ito-Yokado, Zara and Boticario.
Retail Asia, Retail Asia Pacific Top 500 Awards
• International Retailer of the Year - Pantaloon Retail (India) Ltd. The
National Retail Federation is the largest retail trade association with
over 1.4 million member organisations in the US and across the world.
Some of the past recipients of this award include Metro AG, Carrefour,
Ito-Yokado, Zara and Boticario.
Images Retail Awards 2006
• Mr. Kishore Biyani – Retail Face of the year
• Big Bazaar – Best Value Retail Store
• Big Bazaar – Best Retail Destination
• Food Bazaar – Best Food and Grocery Store
Readers Digest Platinum Trusted Brand Award
60. • Big Bazaar - Earning a trusted Place in the everyday lives of
consumers
CNBC Awaaz Consumer Awards
• Big Bazaar: Most preferred store
Retail Asia Publishing
• PRIL – Numero Uno Retail Organisation of India
2005
Readers Digest and Awaaz consumer Award
• Big Bazaar - Most preferred, large, Food and Grocery store
Readers Digest Platinum Trusted Brand Award
• Big Bazaar - Earning a trusted Place in the everyday lives of
consumers
Images Retail Awards 2005
• PRIL – Most admired retailer of the year
• Food Bazaar - Retailer of the year (food and grocery)
• Big Bazaar – Retailer of the year (value retailing)
• Central – Retail launch of the year
61. Business Today selected PRIL among:
• Top 20 companies in India to watch in 2005
• India’s most investor-friendly companies in the top 75
• India’s biggest wealth creators in the top 100
2004
Images Retail Awards 2004
• PRIL – Most admired retailer of the year
• Food Bazaar - Retailer of the year (food and grocery)
• Big Bazaar – Retailer of the year (value retailing)
• Central – Retail launch of the year
Reid & Taylor and DLF Awards
• PRIL – Retailer of the year
2003
Indian Express Award
• PRIL- Marketing excellence and excellence in brand building
62. Management Team
Rakesh Biyani
CEO - Retail
Advanced Management Program - Harvard Business School Boston, B.Com
On the Board of Pantaloon Retail (India) Ltd.
Anshuman Singh
CEO - Value Fashion
CEO - Future Logistics
BE (Mech), MBA - Finance
Grasim Industries Ltd., H & R Johnson Ltd., Bombay Dyeing & Manufacturing
Ltd.
Arvind Chaudhary
CEO - Foods
M.Sc. Dairy Economics
R.K.Foodland, General Mills India
Damodar Mall
CEO - Incubation & Innovation
PGDM - IIM Bangalore B.Tech - IIT Bombay
Hindustan Lever
Kailash Bhatia
CEO - Integrated Merchandising Group
M.B.A Marketing
63. ColorPlus, Weekender, Arvind Mills
Rajan Malhotra
CEO - Big Bazaar
MBA - Kurukshetra University
Niryat Sam Apparel, Design Connection, Raymonds
Sadashiv Nayak
CEO - Food Bazaar
PGDM - XLRI Jamshedpur
BE (E&C) - KREC Surathkal
Hindustan Lever Ltd., Asian Paints
Sankarson Banerjee
CEO - futurebazaar.com
PGDM-IIM, Kolkata
M.Sc. - IIT, Kharagpur
Senior Architect- Mphasis BFL
Sanjeev Agrawal
CEO - Pantaloons
PGDM - IIM Lucknow B.Tech - BHU
Balsara Home Products, Modi Revlon, Procter & Gamble, Godrej Soaps,
Hindustan Lever
Vishnu Prasad
CEO - Central & Brand Factory
MBA - University of Pune
64. B.Com - Nagarjuna University
Arvind Mills
Arindam Guha
CFO - Food Bazaar
CA
Dunlop India, HMV, Spencers, Foodworld Supermarkets, BJN Hotels Ltd
Krishna
Kant Rathi
CFO - Retail Businesses
ACA - ICAI
ACS - ICSI
B.Com - Rajasthan
H&R Johnson, KEC International, Universal Cans & Containers, Bihar Alloys
& Steels, Macneil & Mayor
G.Mohana Sundaram
CFO - Central & Brand Factory
Masters in Commerce, ICWA, ACS
Oyzterbay Private Limited, Titan Industries limited
K. Jayaprakash Nair
CFO - Big Bazaar
AICWAI, ACS
National Heavy Engineering Ltd., Kesar Enterprises
Ltd., Mabati Rolling Mills Ltd. (Kenya), DGP Hinoday Industries
Ltd.
65. Roopa Purushothanam
Chief Economist & Strategist
BA Yale University
MSc London School of Economics
Goldman Sachs
Narayan S Iyer
Chief Solutions Officer
MS, University of Texas B.Tech. IIT - Bombay
Demantra, Maingate Technologies, I2 Technologies, Microstrategy
Kruben Moodliar
President- Operations (Value Retailing)
HAND - University of Sussex
B.A. (Economics) - University of Capetown
Checkers Shoprite (South Africa), Game Discount World (South Africa), RPG
Retail
Mayur Toshniwal
Head - Operations (North Zone)
PGDM - IIM Ahmedabad B.Tech - Institute of Technology, Bhubaneshwar
Coca Cola India, Asian Paints
Rohit Malhotra
Head - Operations (South Zone)
B.Tech (Mech) – BHU, PGDM - IIM Ahmedabad
Coats Viyella India Ltd., Spice Telecom, Reliance Infocomm, Bharti Airtel
66. Sandeep Marwaha
Head - Operations (East Zone)
B.E., Punjab Engineering College M.B.A. (Marketing & Systems) FMS, New
Delhi
Reliance Infocomm - Business Head
Atul Takle
Head - Corporate Communications
M.M.M. (JBIMS)
Accenture, Tata Consultancy Services, RPG Enterprises, Jumbo Electronics
Dubai, Indian Express
Bina Mirchandani
Head - Pantaloons Category Management
MMS - JBIMS
Indian Designs, Weekender, Global Clothing
Prashant Desai
Head - Group IR & New Ventures (PE)
ACA - ICAI - Kolkata CWA - ICWAI - Kolkata B.Com - St. Xaviers College
Rare Enterprises, Trisys Comm., United Credit Securities Ltd, C.K. Kothary &
Co.
Preeti Vyas
Head - Books & Music
Bachelor of Business in Retail Management - Vic University
Kidstown India & Merlin India, Globus Stores, Crossword
67. Rahul Bhalchandra
Head - Wellness Business
PGDM - IIM Kolkata
Arvind Clothing, RPG Group
Rajeev Malhotra
Head -Manufacturing & Sourcing
A-Level Fine Arts (London University), Diploma - Aircraft Maintenance
Engineering.
Montrose Marketing Company (Sri Lanka), Woolworth Overseas
Corporation, Quelle Far East & Co., Apparel Corporation of India, Orient
Craft, Pearl Global
Sanjay Jog
Head - Human Resources
MBA Mktg & HR
Taj Group, ANZ Grindlays, DHL Worldwide Express, Bharti Telecom, RPG
Retail
Saurabh B. Chadha
Head - Wholesale Projects
MBA – Institute of Rural Management Anand
Safal Project, NIIT
Ltd., Modi Ollivetti Ltd., Maxworth Green Harvet, Foodworld Super Markets
Ltd., Star India Bazaar, Great
Wholesale Club Ltd.
68. Vinay Shroff
Head - Supply Chain Management
B.E. (Honours)
Reliance, HLL
Amit Kumar
Chief - Category (Pantaloons)
Apparel Merchandising & Marketing (NIFT),
B.Sc - Delhi University
Indus Clothing
Chandra Prakash Toshniwal
Chief - Corporate Planning
CA – ICAI
CS – ICAI
Donear Synthetics, Orient Vegetexpo, Control Print India
Chinar Deshpande
Chief - Information Technology
MBA -University of Louisville, USA
MS (Computer Science)- USA
BE – VJTI
Dodsal, Hindustan Levers Ltd., William M Mercer, USA
Haresh Dua
Chief - Internal Audit & Risk Management
ICAI , Information System
Auditor, Certified Internal Auditor
69. Batliboi Ltd., Blue Star Ltd. Godrej Industries
Harsha Saksena
Chief - Controller
C.A., ICWA.
Grasim Industries Ltd., H & R Johnson (India) Ltd., 3i-Infotech Ltd.
Jaydeep Shetty
Chief - New Business Lifestyle Retailing
MMM - Jamnalal Bajaj Inst., Mumbai
B.Sc - St. Xaviers Mumbai
Inox, Reliance Web stores, Indya.com, BBC Worldwide India Limited,
Shoppers Stop, Bennett, Coleman & Co.
Krishna Thingbaijam
Chief - Design
NIFT-Fashion Design
Weekenders, Hyderabad Apparels
Shiraj Dej
Chief - Corporate Finance & Company Secretary
CS – ICSI
H23A - ICAI
B.Com - St. Aloysius College
Lornamead Cosmetics, Adam Comsof, SMZS Chem. Ltd., Masira Intl Com,
UAE, Pragati Holdings, Bombay Footwear
70. Shinesh Singhvi
Chief - Central Procurement
Masters – Intl. Mktg., MBA - Materials & Finance
HGI Industries Ltd., Navin
Fluorine Ltd., H & R Johnson (India) Ltd., Reliance Infocomm
S.Venkateswaran
Chief - SCM (Strategy & Design)
B.E. (Hons) Civil, PGDM
Parentals Ltd, Elf Lubricants India Ltd, Temaco
Apparel Group, Exel India Pvt. Ltd., Satyam Computer Services
Vishal Kapoor
Chief-Visual Merchandising
NIFT-Fashion Design & Clothing Technology
Unistyle image, Lee Cooper, Shoppers Stop
71. Partner Companies
Pantaloon Industries Ltd.
Pantaloon Industries Limited was incorporated in 1987 and its shares are listed
on the Bombay Stock Exchange. The main activities of PIL are to set up textile
units and manufacturing and marketing of fabrics and readymade garments.
Home Solutions Retail (India) Ltd.
Home Solutions Retail (India) Ltd. (HSRIL) leads the groups foray in the home
improvement and consumer electronics retailing segment. It caters to home
management requirements and products, including furnishings and textiles,
furniture, consumer electronics, home electronics and home services. It operates
retail formats like Home Town, Furniture Bazaar, Collection I, E-Zone,
Electronics Bazaar and Got It.
Future Capital Holdings
Future Capital is the financial arm of the group and is involved in asset
management (both private equity and real estate funds) with plans to get into
other financial services including insurance, credit and other consumer related
financial services. It’s associate companies are Kshitij Investment Advisory Co.
Ltd., Indivision Investment Advisers Ltd., and Ambit Investment Advisory Co. Ltd.
72. CovergeM Retail (India) Ltd.
ConvergeM Retail (India) Ltd., leads the group’s foray into the communication
and IT products segment. It operates formats like M-Port, MBazaar and Gen M.
Indus League Clothing Ltd.
The group owns a majority stake in Indus League Clothing Ltd., one of the
leading apparel manufacturers and marketers in India. Some of its leading
brands include Indigo Nation, Scullers, Urbana, Urban Yoga and Jealous.
Galaxy Entertainment Corporate Ltd.
The group owns a stake in Galaxy Entertainment Corporate Ltd., that operates
chains like Bowling Company, Sports Bar and Brew Bar.
Joint Ventures Companies
Planet Retail Holdings Ltd.
The group is a joint venture partner in Planet Retail Holdings Ltd., which operates
sports, lifestyle and leisure retail chain. It also owns the franchisee and
distribution rights of brands like Marks & Spencer, Guess, Debenhams and Puma
in India.
73. Footmart Retail
Footmart Retail is a joint venture with Liberty Shoes and is engaged in the
retailing of footwear products in India.
GJ Future Fashions
GJ Future Fashions is a joint venture with kids apparel manufacturer - Gini &
Jony.
CapitaLand Retail India
The group is a joint venture partner in CapitaLand Retail India, along with
Singapore-based CapitaLand Limited. The company provides retail management
services to retail properties owned or managed by various group companies and
investment funds.
ETAM Future Fashions India Pvt. Ltd.
ETAM Future Fashions India Pvt. Ltd., is a joint venture with French-retailer,
ETAM and the group. The company is involved in manufacturing and distribution
of women’s fashion and lingerie products.
74. Company Profile
Pantaloon Retail (India) Limited, is India's leading retail company with presence
across multiple lines of businesses. The company owns and manages multiple
retail formats that cater to a wide cross-section of the Indian society and is able
to capture almost the entire consumption basket of the Indian consumer.
Headquartered in Mumbai ( Bombay), the company operates through 5 million
square feet of retail space, has over 331 stores across 40 cities in India and
employs over 17,000 people. The company registered a turnover of Rs 2,019
crore for FY 2005-06.
Pantaloon Retail forayed into modern retail in 1997 with the launching of fashion
retail chain, Pantaloons in Kolkata. In 2001, it launched Big Bazaar, a
hypermarket chain that combines the look and feel of Indian bazaars, with
aspects of modern retail, like choice, convenience and hygiene. This was
followed by Food Bazaar, food and grocery chain and launch Central, a first of
its kind seamless mall located in the heart of major Indian cities. Some of it's
other formats include, Collection i (home improvement products), E-Zone
(consumer electronics), Depot (books, music, gifts and stationary), aLL (fashion
apparel for plus-size individuals), Shoe Factory (footwear) and Blue Sky (fashion
accessories). It has recently launched its etailing venture, futurebazaar.com.
The group's subsidiary companies include, Home Solutions Retail India Ltd,
Pantaloon Industries Ltd, Galaxy Entertainment and Indus League Clothing. The
group also has joint venture companies with a number of partners including
French retailer Etam group, Lee Cooper, Manipal Healthcare, Talwalkar's, Gini &
Jony and Liberty Shoes. Planet Retail, a group company owns the franchisee of
international brands like Marks & Spencer, Debenhams, Next and Guess in India.
75. Future Group
Pantaloon Retail is the flagship enterprise of the Future Group, which is
positioned to cater to the entire Indian consumption space. The Future Group
operates through six verticals: Future Retail (encompassing all retail businesses),
Future Capital (financial products and services), Future Brands (management of
all brands owned or managed by group companies), Future Space (management
of retail real estate), Future Logistics (management of supply chain and
distribution) and Future Media (development and management of retail media).
Future Capital Holdings, the group's financial arm, focuses on asset
management and consumer finance. It manages two real estate investment
funds (Horizon and Kshitij) and consumer-related private equity fund, Indivision.
It also plans to get into insurance, consumer credit and other consumer-related
financial products and services in the near future.
Future Group's vision is to, "Deliver Everything, Everywhere, Everytime to Every
Indian Consumer in the most profitable manner." One of the core values at
Future Group is, 'Indianess' and its corporate credo is - Rewrite rules, Retain
values.
Group Websites:
Futurebazaar.com
Futuregroup.in
Kshitijfund.com
76. Synopsis of the Project
Company Name – Big Bazaar (Future Group).
Student Name - Rishi Sharma
Faculty Guide - Miss Indu
Objective of the research
The objective being to assess the various parameters that influences a buyer to
visit or shop at departmental store thereby contributing to its turnover (in terms of
sales and profits) hence leading to its overall success.
Research Methodology
a) Customer survey
(b) Retailer Survey
Scope of study
• NCR
77. Findings from prospective consumers
• Most of the stores are targeting almost all the segments of
the society with their USP being “Price benefit”
• All the stores are in Prime Location.
• Every Big Bazaar outlet have motivated and trained sales
force.
• Large variety of products are available ranging from clothes,
food items , electronic goods etc.
• Staff are provided constant training for various pecularities of
customer behaviour.
• Some of them offer discount sales and also send greetings to
its loyal customers.
