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    H&M

    Uploaded by

    Jasleen Chawla
    This document discusses Customer Relationship Management strategies for H&M. It outlines their target audiences, loyalty programs, and marketing strategies. Some key points include: H&M originated the fast fashion concept and has over 2,500 stores globally. Their loyalty program will offer consumer cards, point earning opportunities, unique rewards, and membership tiers based on spending. H&M uses an integrated marketing strategy including online/in-store promotions, social media, collaborations, and blogger outreach to engage customers. Areas for improvement include enhancing the in-store shopping experience and addressing complaints about online order tracking.

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    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd

    H&M

    Uploaded by

    Jasleen Chawla
    875 views18 pages
    This document discusses Customer Relationship Management strategies for H&M. It outlines their target audiences, loyalty programs, and marketing strategies. Some key points include: H&M originated the fast fashion concept and has over 2,500 stores globally. Their loyalty program will offer consumer cards, point earning opportunities, unique rewards, and membership tiers based on spending. H&M uses an integrated marketing strategy including online/in-store promotions, social media, collaborations, and blogger outreach to engage customers. Areas for improvement include enhancing the in-store shopping experience and addressing complaints about online order tracking.

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    CRM H&M

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    This document discusses Customer Relationship Management strategies for H&M. It outlines their target audiences, loyalty programs, and marketing strategies. Some key points include: H&M originated the fast fashion concept and has over 2,500 stores globally. Their loyalty program will offer consumer cards, point earning opportunities, unique rewards, and membership tiers based on spending. H&M uses an integrated marketing strategy including online/in-store promotions, social media, collaborations, and blogger outreach to engage customers. Areas for improvement include enhancing the in-store shopping experience and addressing complaints about online order tracking.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    875 views18 pages

    H&M

    Uploaded by

    Jasleen Chawla
    This document discusses Customer Relationship Management strategies for H&M. It outlines their target audiences, loyalty programs, and marketing strategies. Some key points include: H&M originated the fast fashion concept and has over 2,500 stores globally. Their loyalty program will offer consumer cards, point earning opportunities, unique rewards, and membership tiers based on spending. H&M uses an integrated marketing strategy including online/in-store promotions, social media, collaborations, and blogger outreach to engage customers. Areas for improvement include enhancing the in-store shopping experience and addressing complaints about online order tracking.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 18
    At a glance
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    The key takeaways are that H&M focuses on customer relationship management through genuine customer service, efficient marketing strategies, managing customer data, and launching loyalty programs. It also provides details about H&M's background and competitors.

    H&M uses strategies like affordable and trendy fashion, everyday low pricing, frequent store inventory renewals, collaborations with top designers, and digital/social media marketing through platforms like Facebook, Twitter, Instagram, blogs and magazines.

    H&M's loyalty program is called H&M PLUS. It issues loyalty cards to track purchases and earn points that can be redeemed for rewards. Members earn more benefits and rewards as they reach higher spending tiers. The program aims to encourage more shopping through point bonuses and unique member perks.

    Customer Relationship Management

    Submitted to:Ms. Harleen Sahni Submitted By:Jasleen S. Manish K. Sweety

    Customer Relationship Management


    The principles, practices, and guidelines that an organization follows when interacting with its customers. It not only encompasses the direct interaction aspect, such as sales and/or service related processes, but forecasting and analysis of customer trends and behaviors.

    Specify target audiences

    Genuine Customer Service

    Launch Loyalty Programs

    Efficient Marketing Strategy

    Manage Customer Data

    ABOUT H&M:Apparel Footwear Sweden 1947 Hennes & Mauritz AB

    2,500 stores in 41 countries


    Originator of the fast fashion concept Competitors:- New Look, Primark, Forever21, Zara

    BRANDS AT H&M

    COLLABORATIONS AT H&M:-

    funkiness clothes design durability Region wise specific

    Affordable Value for money Less than Competitors

    PRODU CT

    PRICE

    PLACE
    2,500 stores in over 40 countries Average Size 1300 m2

    PROMO TION

    video advertisements print advertisements e-marketing Social media marketing

    Attracting Consumers: fashionable &trendy consumers follow the trends without investing a lot of money. adopts EDLP (everyday low pricing) strategy. renews its store inventory daily. the top fashion designers collaborations . Official Facebook Page has 11,973,473 likes, It also has 94,601 followers in its Twitter account and 20,698 subscribers in its YouTube channel. H&M applications for iPhone, iPad and Android are available for download online. For the latest news and event and its products, checkout its Newsletter page.

    Online store Facility: Delivered within 4-6 working days . Customers can edit their orders before shipping at My H&M. The shipping cost is 3.90. Services offered: Payment Methods Accepted Returns, Refunds & Exchange Policy Newsletter advantages Online Trial room

    Digital Advertising :Fashion magazine website, Blogs

    Digital Communication:Facebook,pinterest,Twitter, Google+

    Mobile Applications:-

    Payment Accepted

    Methods

    Refund- refunded within 30 days


    Exchange- exchanging a similar garment with a different size or color Exchanges or returns- Online purchases can be exchanged or return to any H&M store.

    . Card Payment
    Payment Slip in Parcel . Monthly Invoice

    Monthly Installment

    Online Trial room Size guides

    Newsletter advantages
    subscribe through putting up their email id first to know about anything new get 20% on next online purchase Exclusive previews and style options

    Virtual Trial Room


    detail regarding the washing and general care of the garment

    VIRTUAL TRIAL ROOM:-

    Loyalty Programs:H&M PLUS Reward System

    Loyalty Cards

    Point Earning

    Tiers

    This loyalty program will consist of consumer cards, point earning deals, unique rewards, and tiers. The consumer will then receive a plastic card that will document all of her purchases and will be tied into her online profile once registered. Every dollar spent will be equal to one point. Additionally, there will be days where everything is triple points or certain categories will be double points. Consumers will receive various benefits that are unique to their shopping habits and tier In order to encourage consumers to shop more, the loyalty program will consist of four tiers that will be based on spending habits

    Integrated Marketing Strategy


    Online and InStore Promotions
    Blogger Outreach

    Designer Collaborations

    Social Networking

    Weakness: Lack of Proper signages regarding in store. Less staff members in store on the floor. Inappropriate Store design format . Shelves are not properly arranged with the merchandise . Customers are happy with online shopping experience but still not satisfied with the on-store experience. Complaints regarding tracing the order which they made online are prevailing. Competitors are expanding geographically which can act as threat for H&M.

    Thank you

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