1. Project : Westside
Customer Relation Ship
Management
By : SANJIVIKA
Under guidance of our
Faculty
Dr. Sibichan Mathew

2. 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.

3. Varieties Of
Merchandise

4. Mission Statement
 Westside mission is to be the most preferred and consistently profitable lifestyle
retailer

5. Customer Services and
Privileges
Well-designed interiors,
sprawling space, prime
locations and coffee shops
Policy is to satisfy customers enhance the customers’
with the range, quality and shopping experience.
value of the products .
If Customer is dissatisfied with any item they purchased, westside
would take the necessary measures to assist them.
Westside have complete confidence
in the quality of their merchandise
In the event that customer do however customers should have
not have the receipt , then they any grievances, we would be happy
would offer them an exchange to address them once they are
or provide them a gift voucher brought to our attention.
to the current or last known
selling price.
Customers can return unused merchandise along with its receipt within 30
days; They would exchange the returned items or give a complete refund.

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

8. Maintaining Relationship by such links :-
Through SMS and sending e-mailers
By Sending Catalogue to Members Address

9. Segment Of Frequent Shoppers
Any member shopping with a valid card, his/her shop list gets divide
under these segments.
Women Ehtnic Wear
Women western wear
Cosmetics
Mens Wear
Furnishing
Accessories
Kids Wear

10. promotions and special offers through direct mailers.

11. 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!

12. 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)

13. Special discounts
 Citibank 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.

14. Style Matcher Contest

15. Competitors
Vishal Mega Mart
Lifestyle
Shoppers Stop
Marks & Spencers
Etc….

16. 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...

17. Technology used by Westside
Enterprise resource planning ( ERP ) by SAP

18. Thank
you .