Walmart uses a multi-channel customer relationship management (CRM) strategy to engage with customers. It gathers customer data through various technologies and channels to better understand customer needs and provide personalized services. Walmart implements CRM through training employees, coordinating sales and marketing, offering customer support services, and developing loyalty programs. The goal of Walmart's CRM strategy is to increase customer retention while also attracting new customers.

2. PRESENTOR
Sajid Sharif
33-MB2.5-18-33

3. MARKETING MANAGEMENT

4. CUSTOMER RELATIONSHIP
MANAGEMENT
TOPIC

5. ORGANIZATION

8. “Customer Relationship Management (CRM) is a
combination of people, processes and technology that
seeks to understand a company's customers.”
Three Aspects:
 People
 Processes
 Technology
CUSTOMER RELATIONSHIP MANAGEMENT
“Customer Relationship Management (CRM) is a
phrase that describes how your business interacts
with your customers”
COMMENTARY
CRM involves using technology to gather the intelligence you need to
provide improved support and services to your customers. In other
words, CRM is also about what you do with that information to better
meet the needs of your existing customers and identify new customers,
resulting in higher profits for you

9. VISION
“Be the destination for customers to save
money, no matter how they want to
shop”.
WALMART’S VISION & MISSION STATEMENT
MISSION STATEMENT
“To save people money so they can live better”.
Wal-Mart Stores Inc. (Formally Branded As Wal-
Mart, branded Walmart Since 2008. (American
public Multinational corporation)
A chain of large discount Department stores and
Ware House stores

10. WALMART’S BASIC INFORMATION
WALMART founded by Sam Walton in 1962, incorporated on October 31,
1969, and publicly traded on the New York Stock Exchange in 1972. Wal-
Mart, headquartered in Bentonville, Arkansas, is the largest majority private
employer and the largest grocery retailer in the United States.

11. WALMART ‘s PLANNING TO GATHER INFORMATION
CUSTOMER’S PROFILE
Who are they?
Are they a business or a person?
Where are they located?
If they are a business, how big are
they?
If they are a business, what do they
do?
Why do they need your product?
How do they communicate with
you?
Do they have an account?
How long have they been a
customer?
CUSTOMER’S BUYING
PROFILE
How often do they buy?
When do they buy?
Is there a pattern to their
buying habits (e.g.,
seasonal)?
How much do they buy at
one time? Over time?
CUSTOMER BUYING
PREFERENCES
What do they buy?
Do they always buy the
same thing?
Why do they buy it?
 CUSTOMER’S
SERVICE PROFILE
What kinds of
problems/issues do they
encounter?
What is the current status
of their issues?
How many open tickets are
there?
How many cases have
been resolved?

12. ADDITION-IN-VALUE
VALUE FOR WALMART
By anticipating your existing customers’ needs.
Identify your best customers.
Identify potential customers.
Identify complementary products you can sell to your customers.
Target marketing campaigns/materials and promotions.
VALUE FOR CUSTOMERS
Make ordering or buying easier through pre filled order
forms and e-mail reminders.
Self-service shopping experience.
Develop an e-newsletter or blog with topics that would be
of interest to customers.
Feedback from customers through social media.
Offer free products to your best customers.
Offer an online forum to shop and feedback.
Offer incentives for additional or future purchases.

13. WALMART’S STRATEGY
Walmart develops a relationship with their customers by
mixing knowledge with fun.
Recently the brand partnered up with Face book and
integrated a "My Local Wal-mart” feature in the online
presence which helps it to put the individual establishments in
the line-of-sight of its online fans.

14. Point - 1
The franchise is witness on making use of various appreciation programs which helps it to forge a stronger bond with its
customers.
After customers make their purchase, they are presented various thank you gifts to show the appreciation.

15. Point – 2
Walmart utilizes data which is derived from big data analytics and has been using it to understand the demands of
customers.
It then draws out plans on how to meet up to the demands of the customers.
Most people think that the company uses a single channel CRM when the truth is that it uses multi-channel and
Omni-channel processes to engage with customers.

16. Point-3
The company sends its monthly newsletter to the interested clients.
This form of a newsletter contains useful content which helps clients to keep out a look for important products which arrive every
now and then in the market.
The newsletter clearly shows how the company cares about the business and provides the customers with valuable information that
they can use.
However, this newspaper sent is not done to focus and increase their sales, but to provide industry and product news with some
entertainment value.

17. WALMART’S STRATEGY IMPLEMENTATION
COMMENTRY
Implementing a CRM system is more than installing a
software package. All functional areas of your business
need to be engaged—human resources, marketing,
sales, IT, product development, etc

18. STEPS
It ensures all
your employees
understand
CRM . Ensures what it
means in
business. Formal
training &
meeting with
employees CRM in
written &
communicate

19. SALES & MARKETING ASPECTS
SALES ASPECTS:
 Walmart works on the cross-selling way the
customer come to buy something he wants.
 Every customer will find any information
and question about how he order their
orders.
 Track the order.
MARKETING PROGRAM
 Product
 Place
 Price
 Promotion
CUSTOMER SERVICE & SUPPORT
Contact:
 Telephone
 E-mails
 Fax

20. MONEY SERVICES
 Credit & Prepaid Debit Cards
 Walmart Credit Card
 Walmart Money Card
 Rapid Reload
 Money Transfer
 Bill Pay
 Money Order

22. GIFT CARDS
 Walmart Gift Cards
 Walmart E-gift Cards
 Amex Gift Cards
 Corporate Gift Cards

23. IN-HOUSE SERVICES
 TV Wall Mounting
 Furniture Assembly
 Smart Homes
 Personalized Products

24. ADS & PROMOTION
 SOCIAL MEDIA
 ELECTRONIC MEDIA
 NEWSPAPER
 SIGN BOARDS
 FLIP BOARDS

26. PAYMENT MODE
 Electronic Payment (Online)
 Cash Payment
 Credit Card Payment
 Prepaid Card Payment

27. SOCIALAND CLOUD-BASED
WALMART has two main system-based
options for implementing what could be called
traditional CRM.
1. Social CRM
2. Cloud-Based CRM
Social CRM is a type of CRM that uses social
media tools and services to engage and attract
customers. As well, Social CRM is also used to
monitor what is being said about your
company or product in the social media realm.
Cloud computing services are becoming
increasingly popular and offer a cost-effective
way for businesses to gather customer data.
Cloud computing is really any form of shared
computing service that you access through the
Internet.

28. CUSTOMER RETENTION
 Discounts on point of sale
 Discounts Cards
 Pickup & delivery
 Protection Plans
 Online Feed Back

29. CUSTOMER LOYALTY
By creating value for your customers,
you will earn their loyalty. An often-
quoted statistic states that it takes ten
times the money and effort to attract a
new customer than it does to retain an
existing one.

30. POTENTIAL CUSTOMER’S ATTRACTION
Make strategy to attract potential customers
 Offers
 Discounts
 Gifts
 Incentives
 In-time-delivery

32. USING CRM IN WALMART
FEATURES
 A central database that is accessible by all employees to view and update customer data.
 Analysis of customer data including customer segmentation and segmentation of potential customers.
 Customer self-service where the customers can self-order and help themselves using web-based, password access.
 Identifying and tracking potential customers.
 Reports generated with up-to-date information, including revenue forecasting and trend analysis.

33. BENEFITS
 Improved customer service, loyalty and retention.
 Customized marketing or sales campaigns.
 Improved campaign targeting.
 Reduced order entry cost and customer service cost.
 Better and more timely decision making.

34. FUTURE TRENDS
CRM has developed over the decades, and will continue to evolve with
new technological advances that enhance the opportunities that businesses
have to interact with customers. Businesses will need to be prepared to
adapt their CRM initiatives to meet new customer behavior in a dynamic
market. There are several CRM trends on the horizon that businesses can
anticipate.
 Mobility – Increase in technology creates a sense of immediacy
between the customer and the business.
 Integration of CRM into the Business Process.
 Customer Relationship Experience- Attract and retain customers.

35. CONCLUSION
 Through CRM, an organization can augment in its value and goodwill.
 Organization would also satisfy itself and customer as well.
 Knowledge of needs of customer .
 Trends