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Customer Relationship
Management
Management 351-08
Katelyn Jones
Jasmine Taylor
Nicholas Payne
It costs 5 times as much to
gain a new customer as it
does to keep an old one.
What is CRM?
• The actions an
organization takes to
ensure their customers
have satisfactory
experiences with the
company ...
Who is affected by CRM Policies?
Why does it matter?
• Provides better
customer service

• Increases company
profits while decreasing
costs
WALMART
History and CRM Policies
History
• Established by Sam
Walton in 1962.
• First store was in
Arkansas.
• Sam Walton’s
philosophy…
• Died in 1992 at 7...
Mission Statement
• We save people money
so they can live better.
• If we work together,
we’ll lower the cost of
living fo...
CRM Policies and Procedures
•
•
•
•
•
•

10 Foot Rule
Ad-Match Guarantee
Pick Up Today
Door Greeters
Walmart Credit Card
B...
Room For Improvement
• Long lines
• Associates not always
well-trained
• Environment and décor
less appealing to
customers...
What are their plans for the future?
• Walmart To Go
• Mobile App
History and CRM Policies

TARGET
Company History
• Parent company was
Dayton’s Dry Goods
founded in 1902.
• Wanted to provide quality
goods.
• First Target...
Mission Statement
• Our mission is to make
Target your preferred
shopping destination in
all channels by delivering
outsta...
CRM Policies and Procedures
•
•
•
•
•
•
•
•
•

Focus on atmosphere
Better brands
Call customers “guests”
Short line length...
Room for Improvement
• Not enough employees
• No convenient, one-stop
shopping
• Bad phone experience
• Poor return/exchan...
What are their plans for the future?
• Customer Tracking

• Mobile App
Video Clip
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CRM Policies: Comparing Walmart and Target

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I put this presentation together for a management class. It was a group project and we had to research a topic and present on it at the end of the semester. My team chose Customer Relationship Management and we compared the CRM policies of retail giants Walmart and Target.

Veröffentlicht in: Business
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CRM Policies: Comparing Walmart and Target

  1. 1. Customer Relationship Management Management 351-08 Katelyn Jones Jasmine Taylor Nicholas Payne
  2. 2. It costs 5 times as much to gain a new customer as it does to keep an old one.
  3. 3. What is CRM? • The actions an organization takes to ensure their customers have satisfactory experiences with the company to increase the likelihood of the customer’s return.
  4. 4. Who is affected by CRM Policies?
  5. 5. Why does it matter? • Provides better customer service • Increases company profits while decreasing costs
  6. 6. WALMART History and CRM Policies
  7. 7. History • Established by Sam Walton in 1962. • First store was in Arkansas. • Sam Walton’s philosophy… • Died in 1992 at 74 years old • Legacy lives on – Over 4600 stores and 100 neighborhood markets – Sam’s Club
  8. 8. Mission Statement • We save people money so they can live better. • If we work together, we’ll lower the cost of living for everyone…we’ll give the world an opportunity to see what it’s like to save and have a better life.
  9. 9. CRM Policies and Procedures • • • • • • 10 Foot Rule Ad-Match Guarantee Pick Up Today Door Greeters Walmart Credit Card Bakery, Deli, Vision Center, Banks, Photographers, Salon, Nail Shops, etc. • Sundown Rule
  10. 10. Room For Improvement • Long lines • Associates not always well-trained • Environment and décor less appealing to customers • Many locations not kept clean • Doesn’t carry brands that many people want
  11. 11. What are their plans for the future? • Walmart To Go • Mobile App
  12. 12. History and CRM Policies TARGET
  13. 13. Company History • Parent company was Dayton’s Dry Goods founded in 1902. • Wanted to provide quality goods. • First Target store was opened on May 1, 1962 by Dayton’s sons. • HQ is in Minneapolis • More than 1790 stores in 49 states, 124 in Canada, and an additional HQ India.
  14. 14. Mission Statement • Our mission is to make Target your preferred shopping destination in all channels by delivering outstanding value, continuous innovation and exceptional guest experiences by consistently fulfilling our Expect More. Pay Less.® brand promise.
  15. 15. CRM Policies and Procedures • • • • • • • • • Focus on atmosphere Better brands Call customers “guests” Short line lengths Target card options Walkie Talkies 5-15 minute challenges Target store coupons Pizza Hut and Starbucks
  16. 16. Room for Improvement • Not enough employees • No convenient, one-stop shopping • Bad phone experience • Poor return/exchange policies • 1 in 4 online shoppers complained of bad online experiences • Many people feel they aren’t affordable • When frustrated with service Target customers will mention Wal-Mart but Wal-Mart customers never mention Target.
  17. 17. What are their plans for the future? • Customer Tracking • Mobile App
  18. 18. Video Clip

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