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