Project : Westside Customer Relation Ship Management

By : SANJIVIKAUnder guidance of our Faculty Dr. Sibichan Mathew

About Westside Established in 1998 as part of the Tata Group, Trent Ltd.

Operates Westside, one of India's largest and fastest growing chains of retail stores.

The Westside stores have numerous departments to meet the varied shopping needs of customers.

In a rapidly evolving retail scenario, Westside has carved a niche for its brand of merchandise creating a loyal following. Currently, the company has 49 Westside stores measuring 15,000-30,000 square feet each across 28 cities.

Varieties Of Merchandise

Mission Statement Westside mission is to be the most preferred and consistently

profitable lifestyle retailer

Customer Services and Privileges

Well-designed interiors, sprawling space, prime locations and coffee shops enhance the customers’ shopping experience.

Well-designed interiors, sprawling space, prime locations and coffee shops enhance the customers’ shopping experience.If Customer is dissatisfied with any item they purchased,

westside would take the necessary measures to assist them.

Policy is to satisfy customers with the range, quality and value of the products .

Policy is to satisfy customers with the range, quality and value of the products .

Customers can return unused merchandise along with its receipt within 30 days; They would exchange the returned items or give a complete refund.

In the event that customer do not have the receipt , then they would offer them an exchange or provide them a gift voucher to the current or last known selling price.

In the event that customer do not have the receipt , then they would offer them an exchange or provide them a gift voucher to the current or last known selling price.

Westside have complete confidence in the quality of their merchandise however customers should have any grievances, we would be happy to address them once they are brought to our attention.

Westside have complete confidence in the quality of their merchandise however customers should have any grievances, we would be happy to address them once they are brought to our attention.

Clubwest is a two-tier program, which consists Clubwest Classic & Clubwest Gold.

Maintaining Relationship by such links :-

Through SMS and sending e-mailers Through SMS and sending e-mailers

By Sending Catalogue to Members Address By Sending Catalogue to Members Address

Segment Of Frequent Shoppers

Women Ehtnic Wear Women western wear Cosmetics Mens Wear FurnishingAccessories Kids Wear

Any member shopping with a valid card, his/her shop list gets divide under these segments.

promotions and special offers through direct mailers.

Press Release Shop More, Get More at the Fully Loaded festive promotion at Westside.

Shop for Westside merchandise worth Rs.2500 and above, between October 1st – October 30th, and enter the Westside Sweepstakes. You get a chance to play for daily and weekly prizes, as well as the big prize- a sleek, luxurious Audi A4.

Shopping this Diwali will be rewarding like never before! shoppers get a chance to win prizes like never before!

ClubWest Members Exclusive ClubWest Member Exclusive Shop as many times between 1st Oct and 30th Oct for a cumulative amount of Rs. 50,000 and get

a Nirvana Diamond jewellery set worth Rs. 25,000 free.

Shop to your hearts content, and in addition to the Audi, 2 lucky winners also stand a chance to win Harley Davidson Iron 883 bikes. In addition, lucky customers also could win iPads on a daily basis, as well as mobile phones on a hourly basis!

Special Days for discounts for member s . Ex: Sale starts one day before the published date for sale as compared to non-members .

Clubwest members are in for an additional treat as Westside will dazzle with an exclusive Nirvana Diamond jewellery set worth Rs. 25,000 with cumulative purchases of Rs.50,000 and above. The offer is valid from 1st October – 30th October.

Shop for merchandize worth Rs.2500 and above and win • One Audi A4 • 2 Harley Davidsons Iron 883 bikes • iPads (daily prize) • Mobile phone (hourly prize)

Special discountsCitibank credit card holders also get 10X the reward

points and get a Rs 250 gift voucher on purchases of Rs 2500. The Citibank offer is also valid from 1st oct – 30th Oct.

Style Matcher Contest

Competitors Vishal Mega Mart Lifestyle Shoppers StopMarks & Spencers Etc….

Benchmarks / Industry standards They should educate their employees more

about customer relationship managements .They should start facilities for customers like

shoppers stop gives parking facilities to their gold members .

Some retailers have Tie-ups with restaurants , as customer gains points they can also redeem them at selected restaurants or ice cream bars etc...

Technology used by Westside

Enterprise resource planning ( ERP ) by SAP

Thank you .