Customer Relationship Management
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CRM Strategies
Wal-Mart
Submitted To: Ms. A. RAJYALAKSHMI
Submitted by: SHREYANKA PARMAR Masters in Fashion Management III Semester
TABLE OF CONTENTS
S.NO | CONTENT | PAGE NO. | 1. | Introduction | 02 | 2. | Background | 02 | 3. | Operations | 03-04 | 4. | Connecting with the Customer base | 04-05 | 5. | CRM Strategies | 06-11 | 6. | Customer Policies | 12 | 7. | Conclusion | 13 | 8. | Bibliography | 14 |
Let them know you appreciate them. Make good on all your mistakes, and don 't make excuses - apologize. Stand behind everything you do. 'Satisfaction guaranteed ' will make all the difference." -Sam Walton, Founder Wal-Mart
Introduction
By definition, Customer Relationship Management is a ‘company wide business strategy designed to optimize profitability, revenue and customer satisfaction by focussing on highly defined and precise customer groups.’
‘An enterprise approach to understanding and influencing communications in order to improve customer acquisition, customer retention, customer loyalty and customer profitability.’
The goals of CRM are: a) To provide better customer service b) Cross-sell products more effectively c) Help sales staff d) Simplify marketing and sales processes e) Discover new customers and customer needs f) Increase customer revenue
Background
Wal-Mart is an American multinational Retailer corporation that runs chains of large discounts department stores and warehouse stores. The company is the world 's third largest public corporation, according to the Fortune Global 500 list in 2012. It is also the biggest private employer in the world with over two million employees, and is the largest retailer in the world. Wal-Mart remains a family-owned business, as the company is controlled by the Walton family who own a 48%
CRM Strategies
Wal-Mart
Submitted To: Ms. A. RAJYALAKSHMI
Submitted by: SHREYANKA PARMAR Masters in Fashion Management III Semester
TABLE OF CONTENTS
S.NO | CONTENT | PAGE NO. | 1. | Introduction | 02 | 2. | Background | 02 | 3. | Operations | 03-04 | 4. | Connecting with the Customer base | 04-05 | 5. | CRM Strategies | 06-11 | 6. | Customer Policies | 12 | 7. | Conclusion | 13 | 8. | Bibliography | 14 |
Let them know you appreciate them. Make good on all your mistakes, and don 't make excuses - apologize. Stand behind everything you do. 'Satisfaction guaranteed ' will make all the difference." -Sam Walton, Founder Wal-Mart
Introduction
By definition, Customer Relationship Management is a ‘company wide business strategy designed to optimize profitability, revenue and customer satisfaction by focussing on highly defined and precise customer groups.’
‘An enterprise approach to understanding and influencing communications in order to improve customer acquisition, customer retention, customer loyalty and customer profitability.’
The goals of CRM are: a) To provide better customer service b) Cross-sell products more effectively c) Help sales staff d) Simplify marketing and sales processes e) Discover new customers and customer needs f) Increase customer revenue
Background
Wal-Mart is an American multinational Retailer corporation that runs chains of large discounts department stores and warehouse stores. The company is the world 's third largest public corporation, according to the Fortune Global 500 list in 2012. It is also the biggest private employer in the world with over two million employees, and is the largest retailer in the world. Wal-Mart remains a family-owned business, as the company is controlled by the Walton family who own a 48%
Bibliography: Wal-Mart Discount Stores Wal-Mart discount stores are large retail units covering 10, 2000 square feet approximately