TECHNOLOGY IN RETAIL

By:
Dheeraj
Basavraj
Maimom
Sridutta

QR
Quick response practices and protocols in retail
supply chain.

QUICK RESPONSE
QR delivery systems are

inventory management systems

designed to reduce the retailers
lead time for receiving
merchandise, thereby lowering
inventory, improving customer
service levels, and reducing
logistics expenses

Merchandise retailers
pioneered the Quick
Response initiative in the
1980s

QUICK RESPONSE
PROS AND CONS
Pros

Cons
Smaller orders with greater

Reduces lead time

Increases product

availability
Lowers inventory

investment

- more expensive to
transport and more difficult
to coordinate
Computer hardware and

software must be purchased

by both parties
Both retailers and vendors

must invest, or neither

receives the benefits

DIFFERENT TOOLS USED

Information

Consumer

Product

EDI
Electronic Ordering
Electronic Funds
Transfer

Point-of Sale Data

Affinity Card Data
Forecasting

Retailer

Cross Docking
Computer Controlled
Material Handling
Flow Through Distribution

Manufacturer
Barcoding
Vendor Managed
Inventory

Just-in-Time
Manufacturing

CRM
Customer Relationship Management in retail sector

 Customer Relationship

Management (CRM) is enabled

by the gathering and
warehousing of consumer data
Retailers gather customer data

from:
o Frequent shopper or

shopper loyalty cards

o Store credit cards
o Identifiable tender

CRM IN RETAIL
A business philosophy and
set of strategies, programs,
and systems that focus on
identifying and building
loyalty with a retailers most
valuable customers

THE CRM PROCESS

CRM is an iterative process that turns customer data
into customer loyalty through four activities:
1.

Collecting customer data

2.

Analyzing the customer data and identifying target

customers

3.

Developing CRM programs

4.

Implementing CRM programs

11-8

USE OF CRM
Retailers use them for three reasons:
to retain loyal customers
to increase loyalty of non-loyal customers
to collect information about them and what they

buy

ISSUES
Customer data being lost or stolen.

Employee access issues.

Hacking.
Misuse of data.