CRM Assignment

Submitted By: Ria Chaurasia (JN180119)

1. Pain point of Amazon Customer: The major concern the amazon customer has ( me myself)
is of getting the original products as there have been a lot of complaints Amazon faces due to
this.
How Customer solve this problem: The customer records the opening of the product and if
there was any issue then they send that to their customer department in order to get it resolve.
My Proposal: Amazon using it CRM can identify the customers facing the problem and try
finding a link between them like- Is this problem occurring in a particular region? , What is
the history of the customer with whom this problem is occurring? , Is this problem occurring
with the similar type of product or at what price range? Etc. By knowing this Amazon can
work upon their Dealers in that area and can try fixing it.
Meaning for the Customer: Customer can have a fearless and safe purchase.
Benefit for Amazon: Can built trust and also retain their customers.

2. Pain Point of Amazon Customer: The research time for a particular product is too long.
How Customer solve this problem: they try using different filtering option to get their
relevant product up on the screen which consumes a lot of time and can be frustrating some
time.
My Proposal: Using CRM Amazon can search the customer past history and can see if the
customer strive on money, discount, quality etc. the previous problems encountered
problems the customer have, or if the customer seeks or follows the trends of review for
buying the product etc. These information can help Amazon design the product page for the
customer with the relevant merchant list coming on the top.
Meaning for the Customer: Customer can save on time in searching for his relevant
product
Benefit to Amazon: Amazon can improve customer experience.