Introduction

Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of Indias leading business houses with multiple businesses spanning across the consumption space. Retail forms the core business activity of Future Group The companys leading formats include -Pantaloons, a chain of fashion outlets, -Big Bazaar, a uniquely Indian hypermarket chain, -Food Bazaar, a supermarket chain

About Pantaloons
Flagship enterprise, Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail formats in both the value and lifestyle segment of the Indian consumer market Pantaloons, a part of Pantaloon Retail (I) Ltd., is among Indias largest chains of fashion stores, with 45 stores across over 24 cities In north zone there are total 12 stores and they wish to make it 100 by the end of 2010 all over India Pantaloons Fresh Fashion stands out as a fashion trendsetter, on the lines of how fashion is followed internationally It is the most profitable and revenue generating company of future group

Why CRM?
Want to focus both on acquisition & Retention To convert daily footfalls into loyal customers Extraordinary service and customer satisfaction Increase customer share

CRM at Pantaloons
In Future Group only Pantaloons is following Customer Loyalty Program CRM is practiced through the GREEN CARD program Green Card loyalty program contributes approx. 55% in profitability of Pantaloons across country Pantaloons maintains a customer database of 21 lakhs across India Software used is the Customer Loyalty Program

Welcome to Pantaloons Green Card Program

Informing the Customer about the loyalty program To become a green card member -Filling of form -Enrollment payment of Rs. 100 While filling the form various customer details like -Name -Address -Date of Birth -Phone No. -e-mail id -Income -Relationship Status etc. are collected to form the customer database

Special Benefits On Enrollment

200 Gift Voucher Friday 5% Pizza Hut 20% Pind Baluchi 15% YO China 20% VlCC 30%

Shop and Get Rewards

Membership & 12 month Purchase-based Upgrading System

Three Star Card - Upgrade to a 3 star status by shopping for Rs. 8000/- immediately preceding 12 months of current shopping date. Five Star card - Upgrade to a 5 star status by shopping for Rs. 20000/immediately preceding 12 months of current shopping date. Seven Star - Upgrade to a 7 star status by shopping for Rs. 40000/immediately preceding 12 months of current shopping date.

CRM @ Pantaloons Takes You To a New World of Exclusive Benefits and Privileges
FASHION FRIDAY (additional 5% discount to all members) Instant discounts for every time you shop at Pantaloons. Regular updates on themes, collections and promos (beginning & end) via catalogues, sms and email. Special invites to the most happening events.

Contd.
Tracking of buying behavior-Customers are informed for their preferences (whenever there are new stocks of their preferred brands). One card, any store Integration of data base across all stores of Pantaloons. Customer feedback through drop box & share with us program (sharewithus@pantaloons.com) Catalogues are couriered to customers

Birthday @ Pantaloons
Birthday Call to all Green card members Birthday Celebration of 7Star Members : -Give a call , Send Greeting Card, Cake & Bouquet - Birthday is either celebrated in store or the store manager personally visit their home with cake, card & a bouquet

Additional Benefits @ Green Card

Green Add on Cards - 1 and 3 star member : 1 addon card - 5 and 7 star member : 2 addon cards Green Days: End Of Season Sale Green Channel: special billing counter during End of Season sale Green Offers Green Service Desk Green Exchange GreenDrop

7 Star Privileges A Big WOW

Some More Benefits To 7-Star Members

Free parking space Free gifts Stock manager personally deal them Promotion is communicated first

Benefits of CRM to Pantaloons

Customer profiling Direct Marketing Personally recognizing customers Integration of processes at the back end to identify customer buying habits Offering appropriate value and great service to encourage repeat business Ensuring that customer satisfaction continues to improve

Contd.
Cross selling and better service to customer Beating the competition by offering a better product, competing on the service experience rather than price alone. Effective tool for retaining customer. Promotion gets focused & thus cost reduction Frequency of Green Card members doing repeat purchases

Axis Bank Customer Care Toll Free Number

The customer care toll free numbers of the Axis Bank for Lost Credit Cards are: 1-800-233-5577 1-800-209-5577 1-800-103-5577 This number remains a toll free number if contacted from anywhere in India from a MTNL or a BSNL landline phone. NRI / Other customers can access services of phone banking from outside India by dialing +91 22 27648000. For blocking of Debit cards or Prepaid cards, the 24 hour emergency number is +91 22 67987700

Axis Bank Customer Care e-mail Service

Contact customer.services@axisbank.com for Credit Card Related issues Contact debit.card@axisbank.com for Debit Card Related queries Contact mobile.banking@axisbank.com for Mobile Banking queries Contact nricell@axisbank.com for NRI Related queries Contact shishir.mankad@axisbank.com for Investor relations queries