Product and brand management strategy for flipkart marketing. The assignment was to pick a local startup and mention 5 reasons for its success. Today as it stands, sachin bansal is the chairman of the company and binny bansal is the ceo of flipkart. Pdf this is a academic level case study on information systems, business strategies and ecrm system used by amazon for their online activities find, read and cite all the research you. Nov 20, 2015 inside the digital strategy of amazon, flipkart and snapdeal during this festive period we take a look at the digital marketing strategies adopted by amazon india, flipkart and snapdeal during the festival period for their big billion day and diwali sales. With a strategy, here is how to decide which crm is right for you. The book effectively blends together the theoretical and practical concepts of crm that help readers to achieve a thorough understanding of the subject matter. Flipkart is one of the top 3 unicorns from india in the online selling space. As more and more organizations realize the significance of becoming customercentric in todays competitive era, they adopted crm as a core business strategy and invested. The ecommerce company created ekart as a separate brand to serve ws retail, the b2c side of flipkart, in april 20 and currently reaches consumers in about 150 cities. Competitive companies are undertaking the introspective soulsearching necessary to let customers not marketing or research and development direct the future. Between november 2016 and october 2017 the 12month period for which the latest data is available amazon was consistently ahead of softbankfunded flipkart on desktop and mobile browser visits, app downloads and average daily active app users.
Our ambition in india is to become everything for everyone, said amit agarwal, head of amazon in india. Flipkart marketing mix 4ps flipkart marketing strategy. Other benefits that add to the user experience on amazon website include product. May 29, 2019 flipkart is one of the top 3 ecommerce companies of india. May 06, 20 while the other ecommerce players in india were spending heavily on high decibel marketing, flipkart put its money in customer service. The crm would applied in the various aspects of the daily operations such as 1. This straightforward and easytoread text provides students of management and business studies with a thorough understanding of fundamental abilities and strategies that lead to the successful implementation of practice of crm customer relationship management, regarded as the wonder solution to all the problems encountered by marketers. As indians are being accustomed to online purchases, they have contributed towards the success. Pdf assessing the impact of social crm strategies adopted by. Oct 11, 2018 it sat out the indian ecommerce game for nearly a year. Its slogan, the online megastore is very apt and popular. This text continues to focus on the importance of employing different sales strategies for different consumer groups, as well as integrating corporate, business, marketing, and sales strategies. I picked flipkart and here are the reasons i think it succeeded your thoughts. Aug 04, 2016 i would say that uses a configuration of apis from multiple crm application to streamline their various activities.
A customer centric approach to management flipkart can be said to be the pioneer in initiating the sceptical indian shopper into online. Sfa transforms repetitive and routine manual processes to. Flipkart with its innovative digital marketing have created a niche market in online. Providing good customer service enables flipkart to enjoy high levels of customer. Operations team operations team deals with all the supply chain aspects of the company right from procurement. Sales management blends the most recent sales management research with reallife best practices of leading sales organizations. Antecedents and consequences of social crm strategies adopted.
I enrolled to the stanford university technology entrepreneurship course and finished my first assignment today. The contents are the most comprehensive one and with good amount of cases that makes this book special. Audi started by analyzing core competencies and setting performance targets. Flipkart was among the few ecommerce sites and people expected it to be selling the ebooks and pdf of books too. Flipkart is one of the top 3 ecommerce companies of india. Starting with durga puja, dussehra and ending with diwali, the period that lasted more than a month, was a gala time for consumers and also for businesses both offline and online. Identifying the customers that the company wants based on its existing business model and corporate mission gaining customer insights. Customer relationship management crm can help organizations manage customer interactions more effectively to maintain competitiveness in the present economy. Can snapdeal take on flipkart, amazon, and paytm in india.
This thesis aims to study how customer relationship management crm is used in companies. In a country where online payment is flaky at best, with 2530% failure rates, flipkarts practice of calling up customers whose transactions did not go through was a stroke of brilliance. This ppt is about customer retaionship management of flipkart. Customer relationship management crm is a widelyimplemented strategy for managing a companys interactions with customers, clients and sales prospects. Product and brand management strategy for flipkart. Implementing crm before creating a customer strategy crm only after a customer strategy is implemented. Flipkart declared to invest usd 34 billion inr 19,50026,000 cr. The language of the book is the best and extremely lucid. Maintaining a strong relationship between your sales and customer service team and consumers is one of the biggest assets that crm technology can influence. It may take time, effort, and a few trips back to the drawing board, but if you make it a point to develop the right strategy, youll find that crm has the potential to perfect your relationships with those who keep you in business. Amazon provides all kinds of products customer needs in one place and the purchase process on website is made easy by the company through features like oneclick purchase and card storing for future purchases. Flipkart can be said to be the pioneer in initiating the sceptical indian shopper into online retailer. It sat out the indian ecommerce game for nearly a year. Flipkart uses its inhouse logistics known as ekart.
Pdf on may 19, 2017, prasad kulkarni and others published assessing the impact of social crm strategies adopted by snapdeal, an indian. Flipkart has built itself on the core foundations of reliability, quickness, credibility, variety and quality. Dec, 2017 customer relationship management crm is the basis behind all of these useful features. This text continues to focus on the importance of employing different sales strategies for different consumer groups, as well as. Singh has explained in detail how important it is to show discounts along with the types of discounts. Flipkart a major indian e tail company in a short span of time has. The tremendous growth seen by the e commerce companies is seen because of the rising internet and mobile phone penetration in our country. Startup description of business in simple words, read more.
Flipkart has been making a series of strategic investments and acquisitions to stay on top of the cutthroat eretail space and may be due to its speculated ipo in the coming years. Sales rose by 31% last year, resulting in a total annual revenue of almost 125 billion pounds. Marketing management created 4 years ago updated 4 years ago by krunal dhabhi 0 comments, 1865 views the indian ecommerce market was worth 75,000 crore, in 20, according to a joint report by kpmg. Flipkart s merchandising section including myntra as well as its electronics segment is a star in the bcg matrix. Flipkart story history, founder, founded, ceo ecommerce. Flipkart download and upload project reports related to. Flipkart has built its pricing model in such a way so that it competes with other ecommerce players.
Crm 101 building a great customer relationship management strategy longterm success requires a great customer relationship management strategy. Initially flipkart did not have a 30days guarantee which customers expected in case of electronics. So how did amazons crm take it from its humble roots as an online bookseller to unfettered digital dominance. Global ecommerce giant amazon said it would continue to focus on every geographic segment of indias online retail market just days after homegrown rival flipkart earmarked the countrys vast rural hinterland and smaller cities as its future growth markets. With a strategy, here is how to decide which crm is. Three crm implementation case studies you can learn from. Amazons world class customer relationship management crm strategy. The festival period that started from early last month has more or less come to an end for a majority of indians. A customer centric approach to management flipkart can be said to be the pioneer in initiating the sceptical indian shopper into online retailer. Crm 101 building a great customer relationship management.
It involves using technology to organize, automate, and synchronize business processesprincipally sales activities, but also those. A case study on supply chain management by flipkart by neetu. The book entitled customer relationship management aims to help managers in establishing successful customer relationships. They have acquired companies like myntra, jabong, appiterate, letsbuy, mine360, weread and the latest one being upibased payments startup phonepe. Flipkart can be considered as a service platform which acts as an interface between sellers and buyers. The salience of product advertising programs, deciding the type of products to be. The concise and accessible style of the book is suitable for business professionals and students pursuing management courses. In the metro cities, time constraint is the major driver for. The product strategy and mix in flipkart marketing strategy can be explained as follows. Article pdf available in international journal of advanced research 58. Customer relationship management emerging concepts, tools and applications by jagdish n seth. Today i want to distinguish the crm of and through a small case.
An excellent marketing strategy by flipkart marketing team to increase the sales great customer retention rate flipkarts reason of success is that it has a great customer retention rate, it has around 15 lac individual customers and more than 70% customers are repeat customers i. By exploring, describing and somewhat explaining companies objectives of crm and their crm processes as well as how the organization is affected by crm, achieves the overall purpose of the study. Crm is not just about the implementation of a technological solution but also about developing strategic relationships and analyzing crm data to understand customers. Customer relationship management is an important tool to retain customers and to make them loyal. Flipkarts corporate group offers a span of opportunities around human resource management, legal, communications, business strategy, finance and it. An insight into business model of flipkart indias e. By following the marketplace model flipkart reduced the price by forcing the sellers to compete among themselves to provide the cheaper product.
Sfa transforms repetitive and routine manual processes to automated processes, which helps. The tremendous growth seen by the ecommerce companies is seen because of the rising internet and mobile phone penetration in our country. History of flipkart flipkart was founded in 2007 by sachin bansal and binny bansal, both alumni of the indian institute of technology delhi. You can learn from their mistakes by making sure that your crm strategy is influenced by all of your customers, current and new. I would say that uses a configuration of apis from multiple crm application to streamline their various activities. Crm at flipkart customer relationship management consumer. Customer relationship management crm is a way of using technology to give serve to customer. Flipkart initially started with selling books online but has diversified today into a generic ecommerce website, selling cdsdvds, mobile phones and electronics.
Crm initiatives around the following four components setting the strategy. Jul 11, 2016 flipkart is one of the top 3 unicorns from india in the online selling space. Dec, 2010 customer relationship management crm is a widelyimplemented strategy for managing a companys interactions with customers, clients and sales prospects. Indian consumers expected the payment mode to be debitcredit cards and not cash on delivery. Hence creating a personal attachment with the customers extend the services of flipkart first for loyal customers. Customer relationship management research india publications.
A case study on supply chain management by flipkart by. Amazon has built its own crm software inhouse, meaning it is tailored to its own exact requirements and needs. Customer relationship management is a comprehensive strategy and process of acquiring, retaining and partnering with selective customers to create superior value for the company and the customer. Flipkart addressed this issue by launching their own supply chain management system to deliver orders in a timely fashion. Mar 04, 2016 hence creating a personal attachment with the customers extend the services of flipkart first for loyal customers. According to data from three independent platforms, amazons app and website are more popular than rival flipkarts offerings. Jan 25, 2020 the marketing mix of flipkart shows the 4 ps of one of the best and fastest rising e commerce portal of india. Inside the digital strategy of amazon, flipkart and. Technology and engineering are at the core of flipkarts success story. Promotion strategies for flipkart, snapdeal, amazon etc. The crm strategy is interrelated with the brand, sales and it strategies for audi and the vw group. Customer relationship management crm at samsung company.
Social crm would be strategic of all, as many indians are comfortable in. Below is the pricing strategy in flipkart marketing strategy. The marketing mix of flipkart shows the 4 ps of one of the best and fastest rising e commerce portal of india. Customer relationship management crm is the basis behind all of these useful features. They worked for, and left to create their new company incorporated in october 2007 as flipkart online services pvt. Jan 17, 2018 according to data from three independent platforms, amazons app and website are more popular than rival flipkart s offerings.
Marketing marketing management created 4 years ago updated 4 years ago by krunal dhabhi 0 comments, 1865 views the indian ecommerce market was worth 75,000 crore, in 20, according to a joint report by kpmg. Customer relationship management crm can help organizations. Flipkart marketing mix 4ps strategy mba skoolstudy. The ability to understand customer needs and accurately predict customer behavior realizing greater value from customer contact. According to comscore and amazon claims, flipkart lost its number one position to amazon. It involv es using technology to organize, automate, and synchronize business processesprincipally sales activities, but also those for marketing, customer service, and technical support. Here is the marketing strategy of flipkart analysing its bcg, swot, competitive analysis. Segmentation analysis helps to achieve specific market goals the new york times first research in 90s gave results contradictory to their traditional values.
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