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.
2. It costs 5 times as much to
gain a new customer as it
does to keep an old one.
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.
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. 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. 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. 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. What are their plans for the future?
• Walmart To Go
• Mobile App
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. 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. 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. 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. What are their plans for the future?
• Customer Tracking
• Mobile App
Whatever you feel you need to add here, add it. If you feel like this is adequate just for the slide and just want to talk about the rest, that’s perfectly okay as well.
I cannot for the life of me remember what you said about their future plans.