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Sam’s Club moves to the cloud to enhance membership experience


Sam’s Club has selected Salesforce’s customer success platform to digitally transform business membership acquisition and engagement, and create an enhanced membership experience across its more than 650 clubs nationwide.

Prior to deploying the Salesforce platform, the Sam's Club membership team relied largely on manual, paper-based processes to acquire and engage its business members. With the Salesforce sales cloud, the retailer 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.

In addition, management and in-club membership teams will gain full visibility into business member interactions across every club through Salesforce’s analytics cloud, 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 No. 1 priority," said Tracey Brown, chief membership officer at Sam's Club, which operates 652 clubs in the United States and Puerto Rico. "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."

With one 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.
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