CRM Cloud System Analysis: Customer Relationship Management at Walmart

This report analyzes a CRM cloud-based system, focusing on the author's experience as a systems engineer at Walmart. The author highlights the benefits of a cloud-based CRM, including improved customer communication, data security, and efficient information access. The report emphasizes how CRM helps understand customer needs and preferences, influencing buying behaviors and fostering customer satisfaction. It also discusses the advantages of cloud-based CRM systems, such as accessibility, affordability, and adaptability. Furthermore, the analysis explores the shift towards multichannel digital marketing and the importance of building trust and loyalty through effective communication. The author concludes by emphasizing how CRM has contributed to successful business functioning at Walmart and its impact on professional development. The assignment brief required a reflective analysis on the use of CRM systems, its impact on customer relationships, and the implementation of relationship marketing strategies. The author also provides a detailed overview of the benefits of cloud-based CRM systems, including improved customer communication, data security, and efficient information access.

Running head: ANALYSIS
Analysis
Name of student
Name of University
Author note

1ANALYSIS
The CRM cloud based system comprises of important software and analytical tools
required to integrate the customer related information and data for managing communication
with them and facilitate the marketing procedures. According to Ajmera et al. (2013), the
CRM cloud based system enables hosting the CRM system in cloud, thus allowing to access
the system via internet and understand the information associated with the clients. I have
been working as a systems engineer at Walmart and the cloud based CRM system has been
considered by me as effective because of its ability to communicate with the customers and
maintain good relationships (Ajmera et al., 2013). This would be beneficial for understanding
the needs and preferences of the clients, furthermore ensure that they are kept satisfied and
their buying behaviors are influenced prior to making purchases from Walmart in US
(Walmart.com, 2018). According to me, the integration of CRM on a cloud based platform
should also enable proper network connectivity and at the same time, manage seamless
access to information and messages along with delivering right messages to clients. I think
that CRM integrated in cloud platform enables speedy internet connection along with system
maintenance to facilitate the self-service online services with much ease and effectiveness.
The cloud based CRM also enhances the level of security and uses web based information
storage systems that are protected and prevented from any kinds of unauthorized access
(Girchenko, Ovsiannikova & Girchenko, 2017). At Walmart, the CRM cloud system could
also improve the safety of data and information by maintaining automatized back up policies
and clear data recovery plans to prevent breach of data, which might further result in loss of
data and information if not kept secured properly.
The application of CRM with the use of cloud based platform has further allowed me
to centralize the customer database which should allow for gaining a comprehensive view of
the interactions made with the clients. As stated by Pedron et al. (2016), this could also be
beneficial for obtaining relevant sales scopes and opportunities through automation of task

2ANALYSIS
management processes and ensuring smooth service delivery (Pedron et al., 2016). Few of the
benefits of cloud based CRM system are easy to access, use and is quite affordable. It is
supported in multiple devices, which is not only compatible with third party products but also
enables protection of vital data and information along with becoming adaptable to changes
efficiently at Walmart (Walmart.com, 2018). I have preferred transaction marketing over
relationship because it enhances the ability of organization to adapt to changes and build long
term relationships with them. From the customer relationship marketing, I have also
understood that the multichannel digital marketing procedures are adopted by Walmart to
communicate with the clients and send the right brand messages through websites, social
media channels and through SMS and email (Wang, Dugan & Sojka, 2013). The responses
provided by them are carefully monitored, based on which, the clients’ needs are understood,
which can develop trust and loyalty. This would enable delivering the products and services
based on their needs and expectations driven by a unique experience provided to them based
on the previous interactions managed with them by Walmart. With the formation of high
level of trust and loyalty, the customers’ buying behaviors would be influenced, furthermore
ensure higher level of customer satisfaction. By working as a systems engineer, I have
learned about the various aspects of CRM and how it has contributed to successful business
functioning at Walmart. This will help me to enhance my skills and expertise, furthermore
progress in my professional career with ease (Ajmera et al., 2013).

3ANALYSIS
References
Ajmera, J., Ahn, H. I., Nagarajan, M., Verma, A., Contractor, D., Dill, S., & Denesuk, M.
(2013, May). A CRM system for social media: challenges and experiences. In
Proceedings of the 22nd international conference on World Wide Web (pp. 49-58).
ACM.
Girchenko, T., Ovsiannikova, Y., & Girchenko, L. (2017). CRM System as a Keystone of
Successful Business Activity. Knowledge-Economy Society: Management in the Face
of Contemporary Challenges and Dilemmas, 251-261.
Pedron, C. D., Picoto, W. N., Dhillon, G., & Caldeira, M. (2016). Value-focused objectives
for CRM system adoption. Industrial Management & Data Systems, 116(3), 526-545.
Walmart.com (2018). Retrieved from https://www.walmart.com/
Wang, X., Dugan, R., & Sojka, J. (2013). CRM systems with social networking capabilities:
The value of incorporating a CRM 2.0 System in sales/marketing education.
Marketing Education Review, 23(3), 241-250.

4ANALYSIS