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CUSTOMER MANAGEMENT (VIETNAM)

CUSTOMER MANAGEMENT (VIETNAM). 01 . 12 . 2011. HR Strategy Team You Ho-Young. AMORE PACIFIC. Self - INTRODUCTION. ▣ You Ho-Young ▣ Vietnam ▣ Customer Management ▣ Diamond Department Store ▣ 5. CONTENTS. 1. Research at Diamond Dep. 2. Compare with Korea. 3.

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CUSTOMER MANAGEMENT (VIETNAM)

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  1. CUSTOMER MANAGEMENT (VIETNAM) 01 . 12 . 2011 HR Strategy Team You Ho-Young AMORE PACIFIC

  2. Self - INTRODUCTION ▣ You Ho-Young ▣ Vietnam ▣ Customer Management ▣ Diamond Department Store ▣ 5

  3. CONTENTS 1 Research at Diamond Dep. 2 Compare with Korea 3 Plan to manage customers 4 conclusion

  4. RESEARCH (Entrance) Main entrance 4 (4%) ST. Dupont Cititime 오메가 가네보 로레알 록시땅 발렌티노 루비 Customer Entering 400 / hour Prima Gold Unique Diore Calin 발리 Pupa Guertiain Cle de peau Kose Princess Clarine Luce’n Lee Golden Dew bourjois Charmes 오휘 후 페르가모 Merard 라네즈 클리닉 Main entrance 2 (24%) 행사매대 CK 행사매대 비오템 Kaioo 에스띠로더 Itail Eyewear Eyewear Mut Jess -1 랑콤 Main entrance 3 (23%) DKNY Guy Laroche 베르사체 Braun Buffel Furta 샤넬 시세이도 Guessace Long champ Piquadre % 던힐 Montbuare chopard Main entrance 1 (49%)

  5. RESEARCH (Customer movement) ST. Dupont Cititime 오메가 가네보 로레알 록시땅 발렌티노 루비 The movement are divided into 5 lines. The first line : Lancome, Chanel Shiseido The second line : Clinics , Biotherm The third line : Othres Prima Gold ④ Unique Diore Calin 발리 Pupa Guertiain Cle de peau Kose Princess Clarine Luce’n Lee Golden Dew bourjois Charmes 오휘 후 페르가모 Merard ③ 라네즈 클리닉 행사매대 CK 행사매대 비오템 Kaioo 에스띠로더 Itail Eyewear Eyewear Mut Jess -1 ② 랑콤 DKNY Hetmlts Guy Laroche 베르사체 ① Braun Buffel Furta 샤넬 시세이도 Bvlgari Guessace Long champ Miyake Piquadre % ⑤ Diemtry 던힐 Montbuare chopard Our shop most be moved on the line 1 or 2

  6. RESEARCH (Customer Behavior – Age / Time) We should focus on Customer age 20 ~ 30 We must prepare promotion for age 20 ~ 30 We need the relocation of staff from 6pm ~ to 10pm We must fit up to get customer information from 6pm ~ to 10pm

  7. COMPARE WITH KOREA (Shopping Behavior ) Division Residence Time Item of purchase Item of purchase Buy in stores Buy in stores Interested in stores Interested in stores Residence Time Remarks Remarks Men Men 0.7 3.4 45.4min 18.4min 5.2 2.7 0.6 2.4 Shopping Leader Shopping Leader 22.5min 82.4min 6.5 1.1 10.2 3.3 5.1 0.8 Women Women 0.9 5.8 21.1min 75.7min 3.1 8 0.7 4.3 Average Average Vietnam Vietnamese have a purchase target / We need to manage the target of customers Target marketing Division Korea

  8. PLAN TO MANAGE CUSTOMER (to get customer information ) • To propose new promotion Luxury 오휘 후 CK Premium Just one promotion Adapting experience New promotion Masstige • To move shop location on line 2 Mass % • To launch new brand

  9. PLAN TO MANAGE CUSTOMER (HOW TO MANAGE CUSTOMER ) • Education (Staff must suggest customer-card to customers) • Relocate staff from 6pm ~ 9pm • Call center have to check customer’s special day • Target marketing ( Vietnamese have a plan to buy) • Customer information should be shared • (move to premium brand) • We must make mass brand customers to sale • premium brand

  10. Conclution Why we need a bucket of water to use pump? My opinion is that we more concern to get customer information than management. Lastly we suggested to change our shop location and new promotion at last month. Probably It will be started from next year.

  11. THANK YOU Q & A

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