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 customers 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 Waltons philosophy Died in 1992 at 74 years old Legacy lives on Over 4600 stores and 100 neighborhood markets Sams Club 8. Mission Statement We save people money so they can live better. If we work together, well lower the cost of living for everyonewell give the world an opportunity to see what its 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 dcor less appealing to customers Many locations not kept clean Doesnt carry brands that many people want 11. What are their plans for the future? Walmart To Go Mobile App 12. History and CRM PoliciesTARGET 13. Company History Parent company was Daytons Dry Goods founded in 1902. Wanted to provide quality goods. First Target store was opened on May 1, 1962 by Daytons 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 arent 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