Page 53 - CRC_One Report 2021_EN

Business Overview and Performance Corporate Governance Financial Statements Enclosure

to managers at the store level so they can make better decisions with respect to pricing, merchandising, promotions,
cross-selling and targeted offers and communications, helping them to provide an increasingly differentiated and
enhanced customer shopping experience. Furthermore, Central Retail plans to make this data available to its brand
and merchandise partners on a selective basis and subject to certain conditions, in order to assist its brands in
improving their pricing, merchandising, inventory management and other decisions, which Central Retail believe
will benefit in the form of stronger partnerships with suppliers, enhanced customer engagement and ultimately
increased sales from its own customers.

Central Retail analyzed in-depth information of this customer group based on The 1 loyalty program database
to understand the needs and offer products along with promotions derived from the collaboration of all business
units among Central Retail, whether being fashion, hardline, and food segments by selecting particular brands
and product types in which this customer group is interested. In 2021, various features of The 1 Application
have been developed to help create engagement with members, making The 1 a popular application among
customers. As of 31 December 2021, there are approximately 4.9 million downloads of the application. In addition,
Central Retail’s approach to understand customer needs was done through The 1 loyalty program database analysis,
to offer products, services as well as promotions that can respond to behaviors and needs of each member via
proper channels, thus increasing the number of spending customers and sales volume both at physical stores and
online webstores that help drive business growth. As a result, the number of customers participation, spending and
sales volume have been increased both through the offline store and web store. For example, the Double-Digit or
Twin Day campaigns resulted in an increase in omnichannel sales of more than 50%, and the number of customers
participating increased to 70% compared to the previous year during the same period.

6. Continue Exploring Future Growth Opportunities in Asia and Globally
with Merger, Acquisition, and Joint Venture

Central Retail has been seeking opportunities for business growth both domestically and internationally. which the
merger acquisition including joint venture have been an attractive opportunity for future growth to create added
value from such investments. in addition, the acquisition enables strengthening from companies Central Retail
invests in, as well as create competitive advantages for Central Retail.

In the past, Central Retail’s domestic and international acquisitions have been one of the key strategy to expand
its business to new markets. Central Retail has always looked for expansion and acquisition opportunities,

Annual Report 2021 (Form 56-1 One-Report) 53