Customer Retention Management of ShopUp

Abstract

Micro-entrepreneurs are familiar with the brand name ShopUp, which is quite prominent in the e-commerce industry. In addition, a number of micro-entrepreneurs have registered their businesses under the corporate brand name Shopfront Limited. Shopfront Limited is the owner of the company that runs ShopUp. ShopUp's work in Bangladesh is driven by the goal of providing small and medium-sized businesses there with access to media. It provides simple access to B2B sourcing, steadily for the past logistics, digital credit, and business management tools, all of which assist online sellers and local stores in building, managing, and expanding their businesses. The main purpose of preparing this report is to study on the management and operational activities of ShopUp for retaining customers. In order to fulfill the objective of the study, we drew on a variety of primary and secondary sources while collecting the necessary data and information. Based on the e- satisfaction model, ShopUp's e-commerce services and customers’ experiences will be analyzed and evaluated in this study on the basis of five criteria’s including convenience, merchandising, website design, security and service availability which were beneficial to both the business and workforce in order to increase customers’ satisfaction and retain customers over times. According to the analysis and findings of the study, it has come to attention that there are certain areas in which the company needs modification in their operational strategies (like giving more priority to new resellers than to existing or churned resellers). It has also come to notice during the study that shop up should focus on improving their delivery time and adding more offers and discounts to influence their sales and growth of the company. To eradicate these problems, various suggestions and recommendations have been provided for ShopUp which are intended to aid in the removal of the existing obstacles they are confronted with in the advancement of their organization within the area of B2B online services in Bangladesh.