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Customer Relationship Management

Greenman, Catherine (1999, November, 18). So Easy to Buy, Such a Struggle to Return. New York Times (Late Edition (East Coast)). New York, N.Y. pg. G.20 Available in ProQuest on July 26, 2007.

Assignment:

Read the article "Easy to buy, Struggle to return." Answer this question:

Pick a company to audit: What is the company's policy on returns and adjustments?

Note that companies may need to make adjustments not just for problems but also for customer exceptions. For example, suppose a customer changes his or her mind or has a special need.

Do not just list policies and do not copy policies posted on a website or elsewhere. Instead, discuss these policies in terms of fairness and contribution to customer relationships. You are expected to be analytical, not merely descriptive.

Military and corporate recruitment are acceptable as topics. In this case, the "adjustment" might be something like, "X joined a company and realized he wanted to work in a different department." Or, "She joined the military and did not get the assignment promised by the recruiter."

In the military, the "customer" may not have the option to leave (or "exit") from the relationship. So be sure to discuss what customer relationships means in this context.

Solution Preview

Assignment:

Read the article "Easy to buy, Struggle to return." Answer this question:

Pick a company to audit: What is the company's policy on returns and adjustments?

Note that companies may need to make adjustments not just for problems but also for customer exceptions. For example, suppose a customer changes his or her mind or has a special need.

Do not just list policies and do not copy policies posted on a website or elsewhere. Instead, discuss these policies in terms of fairness and contribution to customer relationships. You are expected to be analytical, not merely descriptive.

The website selected is wal-mart.com and the returns and exchange policy can be found at: http://www.walmart.com/catalog/catalog.gsp?cat=538459#37440
The overall policy of the company is that merchandise purchased from Walmart.com must be returned either to a store or by mail within 90 days of receiving it. You can replace, exchange, or get credit for an item immediately in a store, depending on product availability. Wal-mart.com does not charge any money for restocking. There are some conditions. The purchaser must bring in the original packing material and accessories bring the packaging slip that came with the item, otherwise print out an order history.

The policies of returns and exchanges have several potential problems for customers. For instance apparel, shoes & accessories must be returned unworn with tickets attached and accompanied by the original invoice. The problem is that the customer would ...

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