research paper
Volume : 1 | Issue : 10 | October 2012
ISSN - 2250-1991
Management
Research Paper
A case study on Customer Relationship
Management at Big Bazaar in Surat city
*Deval B Patel
* Assit. Professor, Dept. of Food Business Management, College of FPT& BE, Ananad Agricultural University, Anand - 388110
ABSTRACT
Customer relationship management (CRM) can help organizations to manage customer interactions more effectively to maintain competitiveness in the present economy. As more and more organizations realize the significance of becoming customer-centric in today’s competitive era, they adopted CRM as a core business strategy and invested heavily. CRM provides long-term relationship building with customers at an enterprise-wide level. Successful CRM implementation is a complex, expensive. This paper presents the successful implementation of CRM for Big Bazaar at Surat and how they are managing good relation with customers in different segments. This study will aid in understanding of customer relationship management CRM in Big Bazaar at Surat.
Keywords : Customer Relationship Management, Customer, CRM, Implementation, customer-centric, Business Strategies
Introduction
Big Bazaar, a part of the Pantaloon Group, is a hypermarket offering a huge array of goods of good quality for all at affordable prices. Big Bazaar with over 50 outlets in different parts of India is present in both the metro cities as well as in the small towns. Big Bazaar has no doubt made a big name in the retail industry of India, moreover shopping here is further made a memorable experience with the varied rates of discounts on products as well as discount vouchers available in a variety of amounts, like INR 2000, INR 3000, INR 4000,
INR 5000 and INR 10000 on all Big Bazaar products and accessories.
Big Bazaar is a chain of shopping malls in India currently with more then 31 outlets, owned by the Pantaloon Group. The idea was pioneered by entrepreneur Kishore Biyani,
ISSN - 2250-1991
Management
Research Paper
A case study on Customer Relationship
Management at Big Bazaar in Surat city
*Deval B Patel
* Assit. Professor, Dept. of Food Business Management, College of FPT& BE, Ananad Agricultural University, Anand - 388110
ABSTRACT
Customer relationship management (CRM) can help organizations to manage customer interactions more effectively to maintain competitiveness in the present economy. As more and more organizations realize the significance of becoming customer-centric in today’s competitive era, they adopted CRM as a core business strategy and invested heavily. CRM provides long-term relationship building with customers at an enterprise-wide level. Successful CRM implementation is a complex, expensive. This paper presents the successful implementation of CRM for Big Bazaar at Surat and how they are managing good relation with customers in different segments. This study will aid in understanding of customer relationship management CRM in Big Bazaar at Surat.
Keywords : Customer Relationship Management, Customer, CRM, Implementation, customer-centric, Business Strategies
Introduction
Big Bazaar, a part of the Pantaloon Group, is a hypermarket offering a huge array of goods of good quality for all at affordable prices. Big Bazaar with over 50 outlets in different parts of India is present in both the metro cities as well as in the small towns. Big Bazaar has no doubt made a big name in the retail industry of India, moreover shopping here is further made a memorable experience with the varied rates of discounts on products as well as discount vouchers available in a variety of amounts, like INR 2000, INR 3000, INR 4000,
INR 5000 and INR 10000 on all Big Bazaar products and accessories.
Big Bazaar is a chain of shopping malls in India currently with more then 31 outlets, owned by the Pantaloon Group. The idea was pioneered by entrepreneur Kishore Biyani,
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