SHRI RAMDEOBABA COLLEGE OF

ENGINEERING & MANAGEMENT,

NAGPUR.

Retail Management

By: Atharva Awale

Bhavik Narang
Guided By:- Dr. Chandan Vichoray Rajeshwar Rana
Roshan Rohikar
Satyam Gupta
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 Introduction
• Some retailers have been quick to adopt new features and
technologies that will improve customer retention, engagement and
experience.
• Loyalty reward apps and click and collect are just two of the
innovations that shoppers have embraced over recent years.
• These were minor changes when compared to what’s coming next.
Retailers are actively looking for ways to implement customer
engagement technologies in their stores.
• Smartphones and internet shopping have changed the way customers
want to shop and altered their expectations.
• Here are some of the changes we’ll start to see.
• Customer WiFi
• Virtual Reality
• Location-Based Computing
• 3D Printing
• Chatbots
• Artificial Intelligence
 Touch point ecosystem strategy
• Chris Ridson, the Design Director of Adaptive Path, suggests that touchpoints should provide a
customer with the following interaction types:

• Appropriate (e.g. that both the context of the interaction and the cultural tone of the interaction
meet the needs of the customer or user)

• Relevant (e.g. that the function performed by the interaction meets the utility requirements of the
customer or user)

• Meaningful (e.g. that the interaction was perceived as important or purposeful by the customer or
user)

• Endearing (e.g. that the interaction created some form of bond with the user or customer for
example through desirability, creating delight or a playful tone)
• It’s important to note that these are all things that can be designed – though it may take some user
research to get to the bottom of how that design might take shape.

•
 Objectives of the technology being used &its
impact on earlier system
• The objective behind westside having there online platform is about
buying options that are :-
1. quick
2. convenient
3. user-friendly
• with the ability to transfer funds online because of its convenience,
customers can save their lots of time as well as money by searching
their products easily and making purchase through the site. The best
thing is that retailers can easily keep a constant eye on consumers’
buying habits and interests.
 The Concept of E-Retailing
• Since E-Commerce is buying and selling of goods over the Internet,
hence besides payment between the two parties, it is movement of
goods that also needs to happen in a correct and timely fashion,
hence the need of supply chain.
• For businesses to boom in time of E-Commerce, supply chain
becomes the most critical aspect which needs to be quick, un-
interrupted and secure.
• The competition is fierce as there are not one or two but hundreds
of E-Commerce firms fighting for market share, each identifying and
developing unique selling and delivery strategies.
• https://youtu.be/rVi8X-J7ATY
 E-Tailing’s impact on the brick and mortar
stores
• The Growth Story of online sales
• Ever since the inception of e-commerce, online shopping has been slowly but steadily
eating into the share of brick and mortar stores. As per the latest US Census Bureau data,
in the last quarter of 2018, the e-commerce sector made up only 9.9% of overall
sales. However, the important fact is that growth in the e-commerce sector has been a
steady one right from 4.0% in the first quarter of 2009, and has never seen a dip till now.
• The reasons behind the continuous growth of e-commerce have been many:
• Better availability of products.
• More options to choose from.
• Delivery options even in remote areas.
• Faster 1 day, 2 days and even same day shipping in big cities.
• Prices that retail stores cannot match.
• Easy to compare items with similar products and better product information.
• And obviously- the convenience.
• Some retail business categories have been affected more than others. While most people would still like to visit a
store for trying out clothes and buying them, and almost no one would want to furnish their entire home with pieces
of furniture without checking them out firsthand, items like books have become online hits. This has lead to the
closing of many bookstores- the reason being the fact that most bookstores have to pay a premium for renting the
store as well as incur other operational costs. Online booksellers, on the other hand, only need to pay for the
warehouse space and the shipping. The competition simply isn’t viable and the prices of online sellers cannot be
matched. At the same time, many people are opting for Kindle eBooks, so that they can carry hundreds of books in
their bag at the same time.
• Other categories like mobile phones, laptops and other smaller gadgets have also seen a monumental rise in online
sales. Countries like India have seen online Cell-phone sales capturing as much as 50% of the entire market.
• Some of the biggest businesses in the US have shut shop entirely or have closed many of their stores and let go of
thousands of their employees. At the same time, businesses like FedEx and other courier companies are getting
worried as big e-commerce giants like Amazon are starting their own delivery subsidiaries.
• Here are some brands that have been most affected by eCommerce, or will be under fire in upcoming days.
• 1. Blockbuster
• Most of us think of Netflix as the biggest Video Streaming giant today. But not long before, Netflix was delivering
DVDs to people via mail, and taking on Blockbuster- a DVD outlet mega-chain that had 9000 stores in the US in
2004. What followed is history and Blockbuster stores all over the country shut shop slowly, unable to cope up with
Netflix’s home-delivery model.
• 2. Barnes & Noble
• One of the first casualties of the rising tide of e-commerce has been this book
retailer, with more than 600 stores in the USA hit by online book sales as well as
Kindle books capturing more than 15% of the total book market. B&N shares have
plummeted almost 80% to just $5.95 in June 2018. According to a Quartz report,
Amazon plans to open one next-gen book-shop for every B&N that closes.
• 3. Macy’s
• While the decline of this fashion mammoth has been on for a while, the likes of
Amazon has hastened its fall. Stock prices are 45% down, and the latest Amazon
Wardrobe service where you can try apparel before you buy has led to more fears
among brick and mortar stores. Macy’s has plans to close up to 9 stores in 2019, to
cut costs, whereas online sellers continue to rise in the fashion industry by coming
up with better techniques to woo new customers.
• 4. Costco
• One of the biggest American retail giants, Costco merged with Price Club and its
24-year subscriptions crossed 80 million. Seems huge? Well, Amazon Prime that
launched as recently in 2005, already has 90 million active Prime members. As
online sellers move more and more into groceries and fresh produce, by tying up,
or buying smaller companies, the likes of bigger retails giants are likely to fall.
• 5. UPS and FedEx
• One of the most unsuspecting business is about to be hit by
e-commerce- freight. Amazon has bought 50 aeroplanes and is
delivering its own cargo in many places. As per the reports, Amazon
will now be competing directly with other logistics companies. As
e-commerce companies start to rent out their own delivery arms to
smaller businesses at pay-per-use models, the current logistics
businesses will be hit hard. At the same time, many e-commerce
companies are even testing delivery methods with drones so as to
make deliveries faster and cheaper. All this technology makes
traditional freight seem unattractive and costly.
 Technology integrations for E-tailing and its
usability
• Virtual/Digital assistants
• Drone delivery
• Robotics
• New payment services
Role of supply chain in E-tailing
• Supply chain in simple words means the movement of raw material
to the factory and the final finished goods to the consumers.
• This function has been a critical a part of the manufacturing
industry since ages and is an integral part in the complete product
manufacturing set-up.
• Every enterprise typically manufacturing have a full integrated
supply chain division ensuring smooth production of goods and
seamless as well timely delivery to the consumers.
• With the advent of e-commerce, this function has taken an all new
meaning where the functioning of supply chain can actually ruin or
build an enterprise.
• Consumers today want quick results and hassle-free delivery.
• E-Commerce works on a 2 way supply chain business from
warehouse to consumer and consumer and back.
• e-retail does away with multi-echelon distribution centre model
and ships the item direct from the warehouse to the customer
without maintaining any of the facilities and having to bear
overheads.
• https://www.youtube.com/watch?v=xN5scjazLE8
Technologies used by supply chain companies
to support the e tailing business
• Barcode scanner
• Tunnel scanner
• RF Id
• ERP
• POS
• Digital Screen
• 3D
• Online payment service
 Conclusion
• The e-tail revolution has come up with huge opportunities and
advantages both for the marketer as well as the consumer. The
consumer can now shop 24*7 from his home and at his convenience.
He can search for a product from a hoard of online shops and deals
available. According to an IMRB study, it states that shopping
convenience, time saving and the availability of a wide range of
products were the three major triggers of the Indian e-tailing market.