Customer Relationship Management Strategy – Walmart
Walmart is considered the largest department stores that offer discounts worldwide in revenue, and so far, they are taking the right path, and it has enabled them to keep up with the competition both online and mobile (Heller Baird & Parasnis, 2011). As much as they have been able to maintain their top position, it has been very difficult to compete with the likes of Amazon, and due to that they have a unique way of reaching their target audience and gaining CRM. There are Walmart stores in almost all cities and towns across the USA stay open 24/7 with excellent customer service, which includes friendly door greeters, and they offer rewards to the customers that use their website. They also provide pickup stores and free shipping. To ensure all the customers are satisfied, they accept returns and refunds. This strategy to maintain customer loyalty has been effective so far because customers are assured of quality items from Wal-Mart, and hence, they will be loyal to the business.
References
Heller Baird, C., & Parasnis, G. (2011). From social media to social customer relationship management. Strategy & leadership, 39(5), 30-37.
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Question 
Customer Relationship Management Strategy – Walmart
In today’s society, competition is rampant. Consumers literally have hundreds of places to purchase from, thanks in large part to the internet. If a person does not like the offerings in their area, they just have to hop online and can order from literally anywhere in the world now. So, with so much competition, businesses really have to pour the money into creating loyal customers. The idea of creating loyal customers is called Customer Relationship Management.
Think of Wal-Mart, Dunkin Donuts, Starbucks, and Walgreens. Pick one of these businesses and assess their customer relationship management (CRM) strategy. How does the business measure quality? How does the business measure customer satisfaction? What do you think the business can do in order to improve its CRM strategy?
.Using the same business, you identified in the above bullet, how exactly are they going about creating customer loyalty? What strategies are they using? How effective do you think their current strategy is at creating and maintaining their customer’s loyalty? If you could change one item about their loyalty program what would it be?