CUSTOMER
RELATIONSHIP

MANAGEMENT

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MKT
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WALMART

Save
Money. Live Better.

 

 

SUBMITTED TO – Rutul
Sharma

 

SUBMITTED BY –

Chandanpreet Kaur
C0696122

Avinash Kumar
C0695072

Rajdeep Kaur C0701266

Jashandeep Kaur
Cheema C0695321

Rohit Walia C0693437

Parminder Kaur
C069889

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Executive
summary

The report
explains about the leading retail corporation of the world ‘WALMART.’ It is
based on primary as well as secondary research. The fundamental research
includes the personal experience of the group members visiting the place, and
the secondary analysis comprises the information gained from the media and
print sources. The first part of the report consists of the overview, mission
and service style of the store and the second section describes the competitor
analysis and customer service strategy of the business. After the discussions
on advantages and disadvantages, and suggestions are given at the end to
improve the services provided by the store.

Overview
of business

It is an
American based multinational corporation that operates a chain of supermarkets,
departmental discount stores, and grocery stores. Since Sam Walton’s idea of
low prices in the 1940’s, Walmart has been one of the giant public corporations
with headquarters in Bentonville, Arkansas, United States. It has around 2
million employees worldwide with 90,000 employees within Canada alone. Walmart
is the most massive chain with the most number of the employees and with the
maximum revenues. Walmart operates in 28 countries. Walmart entered Canada by
purchasing 120 of 142 Wool.co discount stores from the Woolworth Corporation in
1994.

Mission

Walmart’s
intention is about helping people to save money and even creating job
opportunities, better environmental sustainability, and better environment and
trying to lift the community as well. The company’s slogan is “Save Money &
Live Better.” Walmart is completely successful in saving money of masses and
serving them better with good quality of goods and services.

Business

Walmart
entered Canada in 1994, with its headquarters in Mississauga, Ontario. In the
past two decades, they have opened more than 400 stores in Canada and have an
enormous increase in some associates. Walmart is holding the position of the
top most influential brands in Canada, with the most extensive associates
(95000). Walmart is the service provider as well as supplier to many other
departmental stores, and it has business with 6600 Canadian suppliers. Walmart
even operates online at Walmart.ca, and daily 600,000 Canadians view this site.
Walmart Rewards MasterCard was launched in 2010 and is gaining its popularity
year by year.

Service
Experience

My
experiences with Walmart superstores are always great. Every time I go to a
Walmart store, I find an innovation technique brought by them. Last Sunday I
went to Walmart with my roommates to buy the household stuff. We went to the
Scarborough town center location. The store was neat and clean. It was a
two-story store, and they had electronic ramps (elevators) so that we can take
our carts quickly to the other story. As it was Sunday, the store was super
crowded, but still, I was able to spot service providers of Walmart in every
section. The queue at the billing counter was too big, and the best part was
that they had a new section where you can do the self-checkout. It was the best
service I got from Walmart as it saved a lot of time.

 

Customer
Service Strategy

1 The
global impression of the company’s strategy is excellent. They want to provide
goods to the customers at cheap rates. The quality of the goods is always good.

2
E-commerce facility- Just sit at home, and you can get any product and goods
delivered to your place in no time. They have a service for express shipping
which is quite impressive. Online shopping saves a lot of time for the
customers these days. The return policy of Walmart excellent, you can return or
exchange the item within 90 days.

3 Loyalty
programs- we can earn points if we shop at the Walmart rewards master card. We
can use these positions in which the Walmart stores to buy any products. Buying
from rewards master card helps to save more.

4
Employee training- Walmart train its employees to a next level, as Sam Walton believes
to have his philosophy in his employee. They spend a lot of resources in
preparing the employees.

5
Focusing on customer service- Customer service is the main agenda of Walmart,
this is the only reason they spend a lot on training their employees. Customers
are greeted well in every store and those who cannot come to stores for them
Walmart has its online site Walmart.ca from where they can buy their goods
easily and at same prices.

6
Improving groceries- Nowadays people are becoming more health conscious, so
Walmart is bringing fresh and organic products to its customers.

7
Recommendations- Mainly Walmart Stores are quite huge, so we believe is they
should organize their items more perfectly and install more signboards so that
objects and be easily accessible.

 

Competitor
Analysis

Walmart
falls under the category of supermarkets and grocery stores. They deal with
variety of products like

·        
Grocery

·        
Furniture

·        
Electronics

·        
Clothing

·        
International
goods

·        
Cosmetics

The main competitors of Walmart are-


Costco
wholesale corporation


Sears
Canada


Canadian
tire corporation


Amazon.ca

There are
various other competitors of Walmart like Dollarama, No-frills, Food basics,
shopper’s drug mart & etc.

 

Competitive
Advantages

Ø 
Over
400 stores in Canada

Ø 
Fast
online deliveries

Ø 
Best
return policy

Ø 
Offer
wide variety of products

Ø 
Canada’s
leading company

Ø 
Low
priced goods

Ø 
online
shopping (walmart.ca)

Ø 
successful
supply chain management

 

Competitive
Disadvantages

Ø 
perception
of quality due to low prices

Ø 
poor
customer service

Ø 
High
maintenance fees.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

References

(2015). Report
on the Consumer Care Strategy of Walmart. report station.
walmart -Our
Locations. (n.d.). Retrieved from www.walmartcanada.ca:
https://www.walmartcanada.ca/our-story/our-business
 

 

 

 

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