CRM Assignment

CRM Assignment
Name: Shubham Thakur

Enrollment no.: 19BSP2754
Section: B
Company: Big Bazaar
Submitted to: Dr. Pradeep Sadarpatil
Introduction:
CRM Customer Relationship Management is one of today's newest customer service

technologies. CRM stands for the customer relationships management and lets management and
customer service workers deal with customer complaints and problems. CRM includes collecting
a lot of client knowledge. The information is then used to promote customer service transactions
by making the information required for those working with the customers readily accessible to
address the problem or concern. This results in more happy clients, a more successful
organization and the support staff getting more money. In addition, CRM Customer Relationship
Management systems are a great support for leadership in determining the company's future path.
CRM Customer Relationship Management systems are also essential to top management because
they provide key information such as customer satisfaction and frontline crews' service
performance. A piece of software for customer relationship management would also be able to
produce the necessary reports or new ideas for product creation.
In addition, this scheme would also be a great aid to the top management in determining the
future course of action of the company, whether it includes phasing out one of the goods on the
shelf or making changes to one of the products sold.
For your advertisement and marketing planners, the reports produced by CRM systems are also
invaluable, as they will be able to distinguish which ideas work and which do not. You will be
able to release ads or schedule marketing campaigns more in tune with your target market due to
CRM systems. This will also lead to more responses to your ads and a marketing strategy that is
more successful.
However, effective incorporation into your business of a CRM Customer Relationship

Management system may not be as simple as it seems. The following could give you an insight
into why certain businesses struggle with CRM systems ... Many businesses struggle to plan for
CRM schemes. By this, I mean that most businesses do not incorporate all the departments that
need to share the data to make it effective. In addition, CRM units distributed across the
divisions of the organization are often more productive than just one large CRM department.
This will ensure that the documentation and data they need is collected by each department.
A CRM software will also assist you a lot in increasing your business. Since CRM systems can
handle massive quantities of data, CRM systems can help you a lot to cope with the increased
number of customers and data. With an installed and properly used CRM Customer Relationship
Management system, you can be confident that all knowledge is maximized and used to ensure
that your company will be efficient and that your customers will be even more pleased than ever.
CRM practices followed at Big Bazaar:
Customer Relationship Management (CRM) or Customer Service Department (CSD) both are
same thing and it is the most effective tool for maintaining good relationship with the customers.
It plays an effective role in attracting the new customers to the company in Big Bazaar there is a
special desk called “AAP KE LIYE” which looks after all the functions of CRM/CSD. CSD
includes handing a software, entering customer details & solve customer query, collect feedback,
complaint, exchange, providing membership card & report of member. Big bazaar follows a
software called Capillary Terminal Service. It records all the details of customer as well as can
provide information of the loyalty points owned by Customer. Loyalty points signifies the
amount of shopping a customer has down. The membership card of big bazaar is called Profit
Club card. At Big Bazaar the database of customers is maintained by the profit club card and the
registered customers. The customers once purchase anything from BB their contact number is
saved on the database of big bazaar. And customer who have Future Pay app in the mobile phone
the points can be redeemed through that. The customer can make payment through online or
offline mode payback is also awarded if the payment is done with future pay app.
CRM practice at Big bazaar includes Sahyog software and the ultimate objective of any
organization but to retain customer and is to build long term relationship with them is important.
It is only through b 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, and technologies within the organization which are separate from each other.
The CRM practices at Big Bazaar includes:-
1. In house development: This means all the strategies, processes are developed and
implemented within big bazaar
Advantage-
a. It is tailored made according to organization needs and structure thus is flexible as
compared to others.
b. Avoid dependency on others be it software or outsourcing.
Disadvantage
a. It is at the same time expensive.

b. And comparatively takes longer time depending on the organization.
2. Buy licensed CRM software: This is purchasing software and implementing in

organization
which big bazaar have.
Advantage-
a. Usually the maximum chance of success.

b. It just need to install and trained the work force accordingly.
Disadvantage-
a. Again it is expensive because of many costs as license cost, renewal cost etc. associated
with it.
b. Adding new software with change is a complex task.
c. Also there is a risk of losing CRM solution investment if outsourcing company goes out
of business.
3. Stagewise: In this CRM software of big bazaar is offered in different, independent modules,
according to specific department needs. Company buys sales automation software and
contact management module from different providers.
4. Enterprise wise CRM solution: This is composed of different modules from same
providers; it is implemented by big bazaar as a whole by connecting different modules and
existing database
Various aspects of CRM followed by Big Bazaar:
Front office operations: When we visit big bazaar there is direct interaction with customers,
e.g. face to face meetings, phone calls, e-mail, online services
They have their online complaint portal which is readily available to provide customer service.
Back office operation: At all the offline Big bazaar store the operations that ultimately affect
the activities of the front office (e.g., billing, maintenance, planning, marketing, advertising,
finance, manufacturing etc.) are done at the back office.
So this all comprises of how CRM practices are done at Big bazaar
From handling both online and offline customer queries, inquires and to provide a better
customer support.
Hence a happy and satisfied customer becomes the loyal customer for Big bazaar.

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CRM Assignment

Name: Shubham Thakur

CRM Customer Relationship Management is one of today's newest customer service

However, effective incorporation into your business of a CRM Customer Relationship

The CRM practices at Big Bazaar includes:-

a. It is at the same time expensive.

2. Buy licensed CRM software: This is purchasing software and implementing in

which big bazaar have.

a. Usually the maximum chance of success.

Various aspects of CRM followed by Big Bazaar:

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