Abstract

The case discusses various customer-centric initiatives, which contributed to the success of Wal-Mart, the world’s largest retailing company. The case elaborates on the role of Sam Walton’s leadership, Wal-Mart’s culture and the customer-centric policies of the company. The case also discusses in detail how Wal-Mart used IT to provide high levels of customer service.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Need for customer service.

Keywords

Customer-centric initiatives, Wal-Mart, world, largest, retailing company, Sam Walton, leadership, Wal-Mart, culture, customer-centric, policies, company, IT, customer service