Walmart

Walmart

1. PRESENTOR Sajid Sharif 33-MB2.5-18-33

2. MARKETING MANAGEMENT

3. CUSTOMER RELATIONSHIP MANAGEMENT TOPIC

4. ORGANIZATION

5. “ 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

6. 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

7. 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.

8. 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?

9. 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. F eedback from customers through social media. Offer free products to your best customers. O ffer an online forum to shop and feedback. Offer incentives for additional or future purchases.

10. 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.

11. 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.

12. 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.

13. 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.

14. 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

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

16. 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 F ax

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

18. GIFT CARDS Walmart Gift Cards Walmart E-gift Cards Amex Gift Cards Corporate Gift Cards

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

20. ADS & PROMOTION SOCIAL MEDIA ELECTRONIC MEDIA NEWSPAPER SIGN BOARDS FLIP BOARDS

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

22. SOCIAL AND 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.

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

24. 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.

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

26. 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.

27. 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.

28. 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.

29. 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