Sam's Club Looks to Digitally Transform Membership Acquisition and Engagement

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Sam's Club Looks to Digitally Transform Membership Acquisition and Engagement

Sam's Club is creating an enhanced membership experience across its more than 650 clubs nationwide while simultaneously transforming membership acquisition and engagement with its latest technology deployment.

The division of Walmart Stores rolled out the Salesforce Customer Success Platform at all of its locations to streamline the membership process. Prior to deploying Salesforce, the Sam's Club membership team relied largely on manual, paper-based processes to acquire and engage its business members.

With Sales Cloud, Sam's Club is automating these processes so its membership teams can maximize productivity, freeing up time to build relationships and sign up new members — in real-time, from anywhere and on any device. And with Analytics Cloud, both management and in-club membership teams will gain full visibility into business member interactions across every club, enabling them to provide a smarter and more meaningful membership experience.

"At Sam's Club, deepening the relationships we have with our members, both in-store and online, is a number one priority," said Tracey Brown, chief membership officer at Sam's Club. "We're placing big bets on the Salesforce platform to transform how we do membership acquisition and engagement, and to give our members an authentic and personalized experience. When you match customer-centricity with frictionless commerce, great things start to happen."

The Salesforce platform leverages a single application that provides a 360-degree view of all business members and mobile devices in every club, the Sam's Club membership team will be able to move faster and better anticipate their members' business needs. Salesforce will also help them bridge the gap between the digital and physical shopping experience, with the ability to leverage Sam's Club locations as a fulfillment center for online orders.