Customer Relationship Management of Walmart

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Management

Contents
Customer Relationship management of Walmart......................................................................3
Introduction................................................................................................................................3
Literature review........................................................................................................................4
New Hamsphire store.............................................................................................................4
Walmart Pay smartphone app.................................................................................................5
Issues faced due to CRM........................................................................................................7
Conclusion..................................................................................................................................7
Appendix....................................................................................................................................9
References................................................................................................................................10

Customer Relationship management of Walmart
Introduction
It is true that customers are the kind of any business. Therefore, marketing has become
essential to ensure the successful management of any company. For any business to achieve
the success with its customers, they are required to establish the long term relationship with
the customers. The best way to maintain this is my implementing the CRM.
Customer relationship management is widely popular as well as expensive at the same time.
CRM is said to be the method or tool used by the businesses to manage their relationship with
the customers. It also helps the businesses in gaining the competitive advantage. Nadeem
(2012) has defined VCRM had the learning process through which organisations are able to
develop the strong relationship with the customers. However, the requirement of CRM varies
from organisation to organisation depending on their need. However, before the
implementation of CRM, businesses are firstly required to gain the trust and value of the
customers. Fidel, Schlesinger and Cervera (2015) has highlighted that CRM is a system that
has the objective to improve the relationship with the current customers by finding some new
perspective.
As per Peeroo, Samy and Jones (2016) customer relationship management enables the
organisation to give emphasis on the organisation relationship with each people. the biggest
gain that organisation gain from maintain the best CRM approach is the increase in sales.
With the help of CRM system, it tends to provide the clear overview to the customers. CRM
software assist the organisation in gathering the information from wide number of sources
across the business.
WalMart is the largest retailer in the World that has started its operation with a single
discount store. It has around 265 million of customers by having ecommerce website in
around 10 countries. In the year 2018, Walmart had around 2.2 million associates all over the
world. Walmart has always maintained its brand image by ensuring sustainability as well as
employment opportunities for the society.

Literature review
According to Brown and Coopers (2019) development of sound and positive relationship
with the customers proves to be effective for the organisations. By gaining the better
understanding regarding the consumer behaviour, organisation can give emphasis on the
customers who will yield them profit in ling-term. CRM helps the businesses to manage their
customer relationship by combining software, methodologies, applications as well as internet
capabilities. CRM helps the Walmart in addressing the increasing complexities of sales
management and marketing by improving its competitiveness. Due to the increasing shift of
the customer to get faster services, it has become essential for the organisation to sue some
innovative approaches.
Walmart majorly adopts E-CRM due to increasing shift of the technologies and customers
demand. It helps Walmart to ensure development of its business rapidly. At the same time, it
also helps it in getting faster results from its customers. With the help of E-CRM, Walmart is
able to get the quick information regarding the requirements and needs of the customers.
Company is also able to maintain its sales campaign and market strategies effectively.
Walmart is one of the best example of using high technology solution for increasing the
customer loyalty. The CRM data of Walmart is biggest in the world that helps Walmart in
stocking more of the popular cluster items as well as merchandise. Walmart has also
developed the relationship with its customers by mixing knowledge with fun. Walmart
always make sure to plan something with its clients that further educate as well as offer
entertainment. In the recent time, it had also done the partnership with Facebook and brought
the “My Local Wal-Mart” feature in the online presence. This strategy of Walmart helps it in
putting the individual establishment in the line for its online fans. Besides this, It also utilised
he data that is derived from the big data analytic. It uses Omni channel as well as multi-
channel for engaging with customers. It helps the Walmart in increasing the customer
satisfaction.
New Hamsphire store
Walmart has also created New Hamsphire Store that was specially created for the Walmart.
This helps the Walmart associated to prepare online stores more faster with the help of
autonomous mobile carts. As the changing needs of the customers, it is also using the
automated shelf scanner that provides it more time to give emphasis on serving its customer.
It has also created the store map feature for helping its customers to gain quick services from
toys to every day necessity. This tends to several benefits to the Walmart because customers