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Enabling Crm In Retail

Enabling CRM in Retail Sector by the use of Information Technology

Abstract

The caselet throws light on the need of IT in Retail. More than any other business, Retail has the most to do with interactions with customers. Thus efficient managing of the relations with customers becomes more important.
More often, the most important aspect in a retail business entails good customer service to customers. This involves reduction in queuing time, provision of the items

Issues:

  Impact of IT on retailing
Achieving customer satisfaction through IT
The focus on supply chain optimization,
The new drive towards IT-BPO integration.

Introduction

The retail industry is India's largest industry, and accounts for over 10 percent of the country's GDP and around eight per cent of employment. Retailing has emerged as one of the most dynamic industries in the country with several players trying to establish themselves in the market.

Store operations have never been as important to retailers as they are now. Successful retailers are those who know that the battle for customers is only won at the frontline, which in the case of a retail chain is at its stores. Pantaloon was regularly opening stores in the metros and there was an urgent need for a reliable enterprise wide application to help run its business effectively.

However, since huge initial expenditure is required, not all entrants have been successful.

For the Indian IT and BPO community this industry presents one of the best opportunities to showcase capabilities in the domestic market as well as with global customers. There is no shortage of opportunity and profits in developing and implementing world-class solutions in the local marketplace in this industry. This is an industry where not just the contextual functions such as accounting and human resource management but also core functions – buying, merchandising, property management, marketing, and loyalty management are becoming candidates for...