THE EFFECT OF MERGERS AND ACQUISITIONS ON THE VALUE AND PROFITABALITY OF COMPANIES: A CASE STUDY OF TRAVELERS GROUP AND CITICORP COMPANIES

This paper attempts to bring out the relevance of building customer relationships as the most important next step on the way to sustainable growth of Online Retail in India. At first it briefly discusses the online retail industry scenario in India. It further discusses the Indian Online Retail Industry’s characteristics with focus on the challenge of surviving the intensifying price wars and creating a differentiation. Next it discusses how Customer Relationship Building can be a powerful solution to the challenge. The paper presents a solution in form of a simple yet effective guideline for focal points of Customer Relationship Building through 7Es Framework of Building Excellent Customer Relationships that would act as. It also discusses some celebrated cases of the online retail business to throw light on how some companies have approached Customer Relationship Building. In the end, it recommends set of Effective and Relevant Strategies for Indian Online Retailers, which would help them, build relationships, develop a competitive edge and enhance their ability to succeed