CUSTOMERRELATIONSHIPMANAGEMENTMKT(4003) WALMARTSaveMoney. Live Better. SUBMITTED TO – RutulSharma SUBMITTED BY –Chandanpreet KaurC0696122Avinash KumarC0695072Rajdeep Kaur C0701266Jashandeep KaurCheema C0695321Rohit Walia C0693437Parminder KaurC069889 ExecutivesummaryThe reportexplains about the leading retail corporation of the world ‘WALMART.
‘ It isbased on primary as well as secondary research. The fundamental researchincludes the personal experience of the group members visiting the place, andthe secondary analysis comprises the information gained from the media andprint sources. The first part of the report consists of the overview, missionand service style of the store and the second section describes the competitoranalysis and customer service strategy of the business. After the discussionson advantages and disadvantages, and suggestions are given at the end toimprove the services provided by the store.Overviewof businessIt is anAmerican based multinational corporation that operates a chain of supermarkets,departmental discount stores, and grocery stores. Since Sam Walton’s idea oflow prices in the 1940’s, Walmart has been one of the giant public corporationswith headquarters in Bentonville, Arkansas, United States. It has around 2million employees worldwide with 90,000 employees within Canada alone.
Walmartis the most massive chain with the most number of the employees and with themaximum revenues. Walmart operates in 28 countries. Walmart entered Canada bypurchasing 120 of 142 Wool.
co discount stores from the Woolworth Corporation in1994.MissionWalmart’sintention is about helping people to save money and even creating jobopportunities, better environmental sustainability, and better environment andtrying to lift the community as well. The company’s slogan is “Save Money &Live Better.” Walmart is completely successful in saving money of masses andserving them better with good quality of goods and services.BusinessWalmartentered Canada in 1994, with its headquarters in Mississauga, Ontario. In thepast two decades, they have opened more than 400 stores in Canada and have anenormous increase in some associates. Walmart is holding the position of thetop most influential brands in Canada, with the most extensive associates(95000). Walmart is the service provider as well as supplier to many otherdepartmental stores, and it has business with 6600 Canadian suppliers.
Walmarteven operates online at Walmart.ca, and daily 600,000 Canadians view this site.Walmart Rewards MasterCard was launched in 2010 and is gaining its popularityyear by year.ServiceExperienceMyexperiences with Walmart superstores are always great.
Every time I go to aWalmart store, I find an innovation technique brought by them. Last Sunday Iwent to Walmart with my roommates to buy the household stuff. We went to theScarborough town center location. The store was neat and clean. It was atwo-story store, and they had electronic ramps (elevators) so that we can takeour carts quickly to the other story. As it was Sunday, the store was supercrowded, but still, I was able to spot service providers of Walmart in everysection. The queue at the billing counter was too big, and the best part wasthat they had a new section where you can do the self-checkout.
It was the bestservice I got from Walmart as it saved a lot of time. CustomerService Strategy1 Theglobal impression of the company’s strategy is excellent. They want to providegoods to the customers at cheap rates. The quality of the goods is always good.2E-commerce facility- Just sit at home, and you can get any product and goodsdelivered to your place in no time.
They have a service for express shippingwhich is quite impressive. Online shopping saves a lot of time for thecustomers these days. The return policy of Walmart excellent, you can return orexchange the item within 90 days.3 Loyaltyprograms- we can earn points if we shop at the Walmart rewards master card. Wecan use these positions in which the Walmart stores to buy any products. Buyingfrom rewards master card helps to save more.
4Employee training- Walmart train its employees to a next level, as Sam Walton believesto have his philosophy in his employee. They spend a lot of resources inpreparing the employees. 5Focusing on customer service- Customer service is the main agenda of Walmart,this is the only reason they spend a lot on training their employees. Customersare greeted well in every store and those who cannot come to stores for themWalmart has its online site Walmart.ca from where they can buy their goodseasily and at same prices.
6Improving groceries- Nowadays people are becoming more health conscious, soWalmart is bringing fresh and organic products to its customers.7Recommendations- Mainly Walmart Stores are quite huge, so we believe is theyshould organize their items more perfectly and install more signboards so thatobjects and be easily accessible. CompetitorAnalysisWalmartfalls under the category of supermarkets and grocery stores. They deal withvariety of products like· Grocery· Furniture· Electronics· Clothing· Internationalgoods· CosmeticsThe main competitors of Walmart are-v Costcowholesale corporationv SearsCanadav Canadiantire corporationv Amazon.
caThere arevarious other competitors of Walmart like Dollarama, No-frills, Food basics,shopper’s drug mart & etc. CompetitiveAdvantagesØ Over400 stores in CanadaØ Fastonline deliveriesØ Bestreturn policyØ Offerwide variety of productsØ Canada’sleading companyØ Lowpriced goodsØ onlineshopping (walmart.ca)Ø successfulsupply chain management CompetitiveDisadvantagesØ perceptionof quality due to low pricesØ poorcustomer serviceØ Highmaintenance 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
