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CRM Policies: Comparing Walmart and Target
- 1. Customer Relationship Management Management 351-08 Katelyn Jones Jasmine Taylor Nicholas Payne
- 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.
- 4. Who is affected by CRM Policies?
- 5. Why does it matter? • Provides better customer service • Increases company profits while decreasing costs
- 6. WALMART History and CRM Policies
- 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
- 12. History and CRM Policies TARGET
- 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
- 18. Video Clip
Editor's Notes
- Businesses. Customers. Employees. Everyone!
- 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.