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This case study report is detail analysis of Amazon.com. The report describes the List of areas that
it has been working, the business models it has adopted and the various strategies that it has
implemented to make it one of the most successful E-commerce platform. This case study reflects
that using the strategies and model adopted by Amazon's can leads any other E-commerce site to get
successful. This case study also shows that how the different models and strategies must be
implemented with respect to the dynamic environment of the E-commerce.
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Case study on amazon.com

1. 1.
Lumbini ICT College
Gaindakot-2, Nawalparasi
Nepal
Case Study of E-Commerce
on
Submitted by :
Kaushik Raj Panta
Roshan Sharma
Department of
Bachelor in
Computer Science and Information Technology
(Bsc CSIT)
of
Lumbini ICT College
4th
February 2017
2. 2.
Abstract
Amazon.com, often simply Amazon, is an American electronic commerce and cloud computing
company and the largest Internet-based retailer in the
world by total sales and market capitalization
which has been serving worldwide from last two decades. The founders vision was to build a virtual
shopping place
for book lovers. Amazon.com brings the world largest book store to the door step of
the people around the world. All people has to do is search and select the
desired book. It took 30
day to deliver books to the customers of 50 states and 45 countries. Amazon.com was a huge
success in nineties. Amazon.com became a
platform for the retailer and individuals in
2000.Amazon.com offers their services towards four types of customers, consumers, sellers,
enterprises and content
creators.
This case study report is detail analysis of Amazon.com. The report describes the List of areas that
it has been working, the business models it has adopted
and the various strategies that it has
implemented to make it one of the most successful E-commerce platform. This case study reflects
that using the strategies and
model adopted by Amazon's can leads any other E-commerce site to get
successful. This case study also shows that how the different models and strategies must be
implemented with respect to the dynamic environment of the E-commerce.
To gather such information on Amazon's we use the informal way like as reading the
articles and
other case study documents and pointed out some key points and finally we visited to the
Amazon.com to verify the finding as as well as to discover
more that we might have been missing.
After doing the sort of analysis, we tends to find that Amazon is totally uses the Business to
Customer Model. Amazon
totally rely on the customer and customer satisfaction is its primary goal.
Amazon handle its better relationship with customer by using CRM such as collecting
information
of the customer like as all personal information of customers their credit card record, transaction
record, order record, profile, their past purchase
history are collected in the database. Using of
CRM, Amazon provides sort of advantages to the customer like as Personalization, User ratings and
reviews, 1 click
purchase, secure way for payment, minimum shipping charge, etc. Not only this
Amazon.com carries out some of Associate programs to boost the customer traffic
and rate of sale
Amazon.com with customers and small businessman. Developing and offering new products to gain
higher revenues is the goal of this intensive
growth strategy. Amazon grows partly by developing
new products over time.
On the part of conclusion we conclude that Amazon.com uses Business to Customer
Model for its
better growth. Amazon mainly focuses on the customer satisfaction by providing the various ways
to ensure that like as personalization, user ratings
and reviews, minimum shipping charge which act
as the key ingredients for success of Amazon.com. But still Amazon have to do some change on its
system like as
Global Expansion, Integrating on New Technologies, Innovation of New products.
I
3. 3.
Table of Contents
Abstract I
Table of Contents II
List of Figures III
1. Introduction 1
1.1. Introduction 1
1.2. Objective 1
2. Methodology 2
3. Analysis 3
3.1
Lines of Business 4
3.2 Business Models 5
3.3 E commerce Strategies 5
3.3.1 Generic Strategy(PORTERs Model) 5
3.3.2 Intensive Strategies (Intensive Growth
Strategies) 6
3.3.3 User Reference Strategies 7
3.3.4 Supply Chain Management (SCM) Strategies 10
4. Discussion 12
5. Recommendations 13
6. Conclusions 14
7.
References 15
II
4. 4.
List of Figures
(a) Fig 0 : Logo of Amazon.com
(b) Fig 1 : Porters Model
(c) Fig 2 : Personalize the Shopping Experience
(d) Fig 3 : Making a Breeze Search
(e)
Fig 4 : Customer Review
III
5. 5.
1. Introduction :
1.1 Background
For the last two decade Amazon.com has been serving customer worldwide. Amazon.com, often
simply Amazon, is an
American electronic commerce and cloud computing company, founded on
July 5, 1994, by Jeff Bezos and based in Seattle, Washington. It is the largest Internet-
based
retailer in the world by total sales and market capitalization. Amazon started as an online bookstore,
later diversifying to sell DVDs, Blu-rays, CD s, video
downloads/streaming, MP3
downloads/streaming, audio book downloads/streaming, software, video games, electronics,
apparel, furniture, food, toys, and jewelry.
The company also produces consumer electronics—
notably, Amazon Kindle e-readers, Fire tablets, and Fire TV—and is the world's largest provider of
cloud
infrastructure services (IaaS).
In 2015, Amazon surpassed Walmart as the most valuable retailer in the United States by market
capitalization, and is, as of 2016 Q3,
the fourth most valuable public company.
Fig 0 : Logo of Amazon.com
1.2. Objective :
Following are the objectives of this case study :
(a) Identifying the Line of
Business of Amazon.com
(b) Identifying the types of Business models used by Amazon.com for expanding its E-
commerce Business
(c) Identifying the list of E -
commerce Strategies deployed by the Amazon.com regarding its
intensive growth, generic strategies and user referenced.
(d) Identifying Supply Chain
Management (SCM) Strategies and how such strategies are
implemented.
(e) Identifying what are the more steps to be taken by Amazon.com in coming future.
2
6. 6.
2. Methodology
Since Amazon.com is an intentional E-commerce website for selling and buying goods and products
so it is not possible to interview the
developer and it is also not possible to interview the users
because it is not available in our country. So we basically uses informal way for carrying out our
case
study with following steps to gather the information :
a) First of all we read the available paper and documents of case study on Amazon.com done
by others and
noted some key points such as Areas of Business, Adopted Strategies,
Adopted Business Models, etc.
b) We too watched some videos based on customer and
merchant reviews as well as videos
explaining the working of Amazon.com and its Strategies.
c) Finally We validate gathered information from the Amazon.com
website and also target for
getting more information regarding the services it provides currently, how it maintains its
supply chain, etc.
3
7. 7.
3. Analysis :
Known best as the largest internet retailer in the world, Amazon.com is not a simple case study in
terms of business model analysis. Even if we
begin by looking at it's consumer retail business, it
quickly becomes clear that the company is anything but a traditional retailer. While Amazon does
sell products at
a standard mark-up, it has also pioneered alternate retail strategies by acting as the
gateway for other retailers and a very robust marketplace for used goods. But
retail is only part of
the picture when it comes to Amazon.com.
3.1 . Lines of Business
The company itself defines its lines of business in terms of product sales,
service sales, AWS,
fulfillment, publishing, digital content subscriptions, advertising, and co-branded credit cards. For
our purposes, I'll define Amazon's lines of
businesses as :
a) Online Retail : The online retail line of business includes those products sold by
Amazon as a traditional retailer, most commonly as a low-cost
retailer. Amazon claims
to have "Earth's Biggest Selection" of products available through its family of websites,
sold at the lowest cost at a small profit. The
company started as an online book seller,
rapidly expanding into music and movies, and ultimately into electronics and household
goods. But Amazon doesn't stock
everything that is sold through its website. Another
part of its retail strategy is to serve as the channel for other retailers to sell their products
and taking a cut of
every purchase. Amazon maintains its status as a destination website,
but does not have to maintain inventory on slower-selling products. This strategy has
made
Amazon a leading long-tail retailer, expanding its available selection without a
corresponding increase in overhead costs. Extending this long tail retail model
further,
Amazon introduced the sale of used products through its seller marketplace. Originally
developed to compete with eBay, the seller marketplace provides
another retail revenue
stream for the company without the need to stock products in its warehouses.
Advertising and shipping are handled exclusively by sellers,
with Amazon taking a cut
of every sale simply for providing the channel.
b) Internet Services : Amazon's Internet services cannot easily be discussed as a
standalone line of business because it is deeply intertwined with both its retail business
and the Kindle ecosystem. From the consumer perspective, Amazon has
begun to
provide services like Amazon Prime, which provides free two-day shipping on retail
purchases, on-demand video streaming, and free access to the Kindle
library, all for an
annual fee. Amazon Prime overlays the subscription and all you can eat business models
with the retail model to provide additional customer
value. Unknown to most Amazon
customers, however, are the other Internet services provided by Amazon, referred to as
AWS (Amazon Web Services). Originally
developed as a side business, Amazon decided
to lease out its own server space to other companies and individuals. While not a core
part of the company's strategy,
Amazon found itself managing a large number of servers
and Internet services, and it was a fairly small effort to manage those services for others.
c) Kindle
Ecosystem : Amazon has expanded its business into manufacturing and
distributing the family of Kindle tablets. Originally designed as an electronic book
reader
(supplementing its online book seller business), the Kindle has become a fully
functional tablet and media device. With the Kindle, Amazon serves as both
manufacturer and traditional retailer (and also wholesaler by selling the device through
other retailers).
While the company does not admit as much, it is assumed
that the Kindle devices are
sold at a loss, which would more correctly put this line of business into the razors &
3
8. 8.
blades category of business model. By selling the hardware at a loss, Amazon is betting
that customers will purchase enough electronic books, games, and videos
to justify the
initial loss.
3.2 . Business Models :
Amazon has three distinct businesses, plus a slew of nascent enterprises and developing
opportunities :
a) Amazon
Retail
Starting in books and then expanding into electrical and other goods, Amazon built an online
retail business around three aims:
➢ Best prices: Amazon
products are generally offered at a discount, a steep discount in the
case of books.
➢ Unrivaled selection: Amazon often has the largest selection of goods in a
particular
category, especially books (outside S/H marketplaces like Abebooks).
➢ Convenience: Amazon focus on the customer and try make purchasing an
enjoyable
experience, offering:
 An attractive, easy-to-use customer interface (which evolved through many trials).
 Fast and reliable delivery from vast, fully
automated warehouses, first located in
strategic spots in the US but increasingly worldwide.
 A no-nonsense returns policy.
 Reviews by customers of the
product.
 Purchase suggestions based on previous purchases and web page viewing (an
example of Real time systems).
b) Amazon Marketplace
Amazon also
offers a third-party selling platform, Amazon marketplace, that allows
merchants to offer goods and services through an online shopping mall. Amazon charges a
commission based on a formula involving the sale price of the item, a shipping credit, a
referral fee of 6-25% of the sale price, a variable closing fee and a $0.99
fixed closing fee.
This has now been augmented or replaced by four comparable services:
 Sell on Amazon : Merchants pay $39.99 per month, plus a commission
varying as
above, generally between 15% and $1.35 per item.
 Amazon Webstore : More complete service. Merchants pay $24 per month plus 2%
of sales.

Checkout by Amazon : Similar to PayPal and Google Checkouts, but needs to
integrated into shopping cart.
 Fulfillment by Amazon : Allows merchants to use
Amazon's advanced fulfillment
technology.
The services are being expanded from USA, Canada, UK and Germany to other countries.
Amazon does not release
information on these businesses, either revenues or usage levels.
c) Amazon Web Services
Amazon leveraged the technology it developed in retails to offer an
increasing number of
web services :
1. Computer- Related
• Amazon Elastic Compute Cloud
• Amazon Elastic MapReduce
• Auto Scaling
4
9. 9.
2. Content Delivery
• Amazon CloudFront
3. Database
• Amazon SimpleDB
• Amazon Relational Database Services
4. Deployment & Management
• AWS
Elastic BealStalk
• AWS CloudFormation
5. E-Commerce
• Amazon Fulfillment Web Service
6. Messaging
• Amazon Simple Queue Services
• Amazon Simple
Notification Services
• Amazon Simple Email Service
7. Monitoring
• Amazon CloudWatch
8. Networking
• Amazon Route 53
• Amazon Cirtual Cloud
• Elastic
Load Balancing
9. Payment & Billing
• Amazon Flexible Payment Services
• Amazon DevPay
10. Storage
• Amazon Simple Storage Services
• Amazon Elastic
Block Storage
• AWS Import/Export
11. Support
• AWS Premium Support Web
• Traffic Alexa Web Information Services
• Alexa Top Sites
12. Workforce
◦
Amazon Mechanical Turk
3.3. E - commerce Strategies :
3.3.1. Amazon.com’s Generic Strategy(PORTERs Model) :
Amazon’s generic competitive strategy enables
the e-commerce business to offer goods and
services at affordable rates. Amazon uses cost leadership as its generic strategy for competitive
advantage.
Minimization of operational costs is the objective in this generic competitive strategy.
For example, Amazon.com uses advanced computing and networking
technologies for maximum
operational efficiency, which translates to minimized costs. Considering the nature of e-commerce,
the company benefits from process
automation, which is generally used in purchase processing,
scheduling, and other operational processes. These benefits enable Amazon.com Inc. to minimize
the
cost of its online retail and other services.
5
10. 10.
Fig 1 : Porters Model
A strategic objective linked to Amazon’s cost leadership generic strategy is to build e-commerce
competitive advantage through
continuous improvement of information technology infrastructure.
In relation, the company also has the strategic objective of heavily investing in research and
development (R&D) to optimize the performance of its IT resources. In addition, the cost leadership
generic competitive strategy pushes Amazon.com Inc. to
minimize its price levels. This strategic
objective impacts Amazon’s marketing mix. The low prices are significant in attracting consumers.
Thus, through the
generic strategy of cost leadership, competitive advantage is gained to support the
fulfillment of Amazon.com Inc.’s mission statement and vision statement,
especially with regard to
online retail global growth and leadership.
3.3.2 . Amazon.com’s Intensive Strategies (Intensive Growth Strategies) :
a) Market
Development. Amazon uses market development as its current primary intensive
growth strategy. Entry and growth in new markets is the main objective in this
intensive
strategy. Amazon.com Inc. adds new countries where it offers its services. For example, the
company initially provided its online retail services to
consumers in the United States.
Amazon now operates e-commerce websites in more than 10 countries, including Canada,
the United Kingdom, China and India.
Each new country is considered a new market that
creates growth opportunities for the firm. Amazon’s generic strategy builds competitive
advantage that allows the
company to implement this intensive strategy of market
development. A strategic objective related to this intensive growth strategy is for
6
11. 11.
Amazon.com to establish new online retail websites that correspond to new countries added
to the company’s global market reach.
b) Market Penetration.
Market penetration is a secondary intensive growth strategy in
Amazon’s online retail business. The objective of this intensive strategy is to generate more
revenues
from the markets where the company currently operates. Amazon.com grows with
increasing consumerism. For example, as consumers develop increasing interest
in online
retail, the company benefits from higher sales revenues, especially when considering the
popularity of the Amazon brand. Market penetration is
responsible for the initial rapid
growth of Amazon.com Inc. in the United States. The company’s generic strategy creates the
competitive advantage necessary to
penetrate markets based on low costs and prices. A
strategic objective based on this intensive growth strategy is to implement an aggressive
marketing campaign to
attract more consumers to Amazon’s e-commerce website.
c) Product Development. Amazon.com Inc. applies product development as a supporting
intensive
strategy for business growth. Developing and offering new products to gain higher
revenues is the goal of this intensive growth strategy. Amazon grows partly by
developing
new products over time. For example, the company now offers Amazon Basics products and
Amazon Web Services (AWS). The company’s cost
leadership generic strategy supports this
intensive strategy by providing the company with low-cost business processes to introduce
new products. A strategic
objective related to this intensive growth strategy is to increase
research and development (R&D) investment for rapid product development and release to
the
online retail market.
d) Diversification. Diversification is the least significant among Amazon’s intensive growth
strategies. Growth based on new business is the
objective in applying this intensive strategy.
For example, Amazon grew through its acquisition of Audible, which is a producer of audio
books and related
products. In this regard, the company partly uses acquisition to implement
this intensive growth strategy. Amazon.com Inc.’s cost leadership generic strategy
enables
the organization to grow in diversification by applying the same approaches to minimize
operating costs and selling prices. A strategic objective associated
with this intensive
strategy is to grow the e-commerce business through an aggressive acquisition strategy.
e) Customer Relation Management Strategy : When a
customer first enter into Amazon.com
he/she is provided “ Featured Product “ by the website, But when the customer visit for the
second time the recommender
system automatically provide products by studying customer
interests and personality. Customer acquisition and retention has been the most priority to
Amazon.com s strategy. Through web site Amazon maintain sophisticated communication‟
that automates the process of creating value for the customer.
f)
Associate Program : To boost the customer traffic and rate of sale Amazon.com started a
associate program with customers and small businessman. Approximately
200,000 websites
have enrolled in the associate program.
3.3.3. Amazon’s User Reference Strategies:
a) Personalize the Shopping Experience :
7
12. 12.
One thing that Amazon does very well is personalizing the shopping experience to each user.
Going to Amazon’s homepage you’ll see different sections such as
“Related to Items You’ve
Fig 2 : Personalize the Shopping Experience
Viewed,” “Inspired by Your Shopping Trends,” Recommendations for You in..,” etc.
Amazon
knows that the more relevant the product is to the user the more likely users will
purchase. Online retailers can learn from Amazon and personalize the shopping
experience
as much as possible. This may be easier said than done but many common E-commerce
platforms offer 3rd party addons to provide similar functionality.
An easier alternative
involves showing users recently viewed products. While it might not be as fancy as
Amazon’s elaborate personalization strategy, it’s a simple
way to personalize the shopping
experience while improving the average order value.
b) Make Searching a Breeze
The search bar can have a significant impact on
the user experience, especially for larger
online retailers with many products. The faster a user can find their desired product the more
likely it is that the user will
purchase. Amazon makes searching a breeze by automatically
suggesting popular products and categories. Other e commerce websites can use this tactic
to drive
users straight to the product pages and improve conversion rates.
Fig 3 : Making a Breeze Search
8
13. 13.
c) Onsite product reviews
Extensive online product research has become a crucial part of the buying process for
consumers: a whopping 88% of consumers
reportedly research products online before
purchasing. The online shopper’s attention span is short, and if they go off-site to search for
product reviews, there’s a
good chance they won’t return. Additionally, including product
reviews on-site might be effective in attracting the customers of your competition.
Fig 4 : Customer
Review
Clearly displaying product reviews can significantly improve the conversion rate of a
product page. Amazon also leverages email to solicit reviews from
customers. This trick can
help other online retailers build social proof for products and boost sales.
d) Free or Minimum shipping Charge
Reducing the cost of
Shipping can boost up the customer. In other words, the number one
reason why more than half of your consumers aren’t converting is based solely on the cost
of
shipping. It's not always easy or cheap to offer free shipping to customers, but ultimately
it can be a financially effective decision. A simple way to do this without
losing profit is to
pinpoint your average order value and average shipping costs, and offer free shipping on a
minimum purchase amount that covers your average
shipping cost and provides enough
profit to increase your average order value.
e) 1-click purchase:
Amazon brings 1 click ordering, personalized shopping services
and easy to use card
transaction, e-mail communication with customers and direct shipping around the world.
Customer with previously activated functionality can
order items clicking only one button
without fulfilling order form. Amazon’s secured server automatically provide the
information required for the registered
customer.
f) Secure Credit/debit card payment:
For secure transaction Amazon.com use secured server software. Customer’s personal
information, credit card
number and everything is encrypted in order to secure information
over Internet.
g) Customer Care :
“If you do build a great experience, customer tells each other
about that. Word to
mouth is very powerful” - Jeffry p. Bezos
9
14. 14.
One of the success factors of Amazon.com is word of mouth. Because of excellent customer
service customers trusted Amazon. They used to talk about
Amazon.com to other. This
spread rapidly by creating increasing traffic on the web site.
3.3.4. Supply Chain Management (SCM) Strategies:
For the huge success
by 2004 the “Supply Chain System” played a huge role. In 2000 amazon spent
good amount in order to build automated warehouse and automated supply chain
management. All
the supply chain activities are controlled by CRM system.
a) Enterprise Resource Management (ERP System): Amazon uses oracle as the ERP. It
has
huge database which hold information related to customer. Customer s ordering process is‟
automated as the order is taken as it automatically find the nearest
distributing center for the
delivery. This system fastens the order fulfillment process with the order tracking and
reduces any distribution mistakes. By this system
the company reduced 50% of its customer
service contacts since 1999 because of fewer mistakes.
b) Customer Relation Management (CRM) : In order to gain
customer satisfaction and
loyalty Amazon use Customer Relationship Management system (CRM). CRM system
follows the following application to collect
information of the customer. All personal
information of customers their credit card record, transaction record, order record, profile,
their past purchase history are
collected in the database. The order processing system takes
care of the transaction record with secured transaction method and it delivers instruction to
the delivery
system for the execution of shipment. Through customer feedback, customer
interest, wish list, product reviews web page system collect customer information.
Automated communication is ensured with customers through e-mail and massage systems
and order information systems. With the CRM system amazon
successfully integrates
customer sales, services and communication.
c) How amazon implement CRM ?
Amazon has extensive implementation of customer
relationship management. Each and
every customers are taken in account in Amazon.com.
i. Customer Selection :
Customer selection part through Amazon.com
website has given amazon a extra benefit
in order to boost their business. Amazon uses numerous methods to select customer by
knowing their customer behavior.
Amazon s early target was people who love books.‟
But days its target market is vast and challenging.
ii. Customer Acquisition :
a) Customer account : Every
customer buying through amazon.com has his/her profile
in amazon website. Amazon.com creates a database to store the account, information
of the customer,
credit/debit account. Through the customer account amazon knows
about the customer, their personality and last of all can satisfy them.
b) Wish List, review system
: Amazon always encourage customer to add favorite items
to the wish list. This helps amazon to know better about the customer. Product
review by customer not
only be help customers to find and select product but also
acts as direct marketing event for Amazon.com. Amazon allows making connection
in between the
customer, communicating and viewing their interest help to amazon
to gain customer trust and initiate world of mouth. In the first 3 month of 2000,
amazon
acquired 3 million new customers without any investment.To satisfy
customer amazon uses information acquired through customer account, wish list etc.
Amazon
brought number of system to satisfy customer. 1-click ordering has been an
10
15. 15.
excellent system innovated by amazon which revenue less than 20 sec to enable
purchase.
c) Customer Retention: Amazon.com emphasizes customer retention
over just
acquisition. An analysis shows 40% of amazon s customers are frequent users. This‟
indicates customer always come back to purchase product in
Amazon.com. Amazon
does retain customer very smartly and sincerely by satisfying its best buyer through
good service and effective communication. Integrating
lean advertising, service and
selling amazon acquires customer and through great customer experience it retain the
customer.
d) Customer Extension: The market
place is very competitive even for Amazon.com
with competitor like e-Bay, best buy breathing very behind amazon. Customers now
days get every single
distraction through other competitor s service and brand value.‟
It is very challenging to every retain customers. But even though Amazon s better‟
customer
service, trust factor, brand value initiate them rapid and growing customer
popularity. About 70% of amazon s customer trust amazon and recommend amazon‟
to
their friend Amazon integrated communication in between customers. This helped
amazon to retain even extends their customers. Customer s reviews of products‟
trusted by other customer and motivate them to buy.
11
16. 16.
4. Discussion
After doing the sort of analysis, we tends to find that Amazon is totally uses the Business to
Customer Model. Amazon totally rely on the
customer and customer satisfaction is its primary goal.
Amazon handle its better relationship with customer by using CRM such as collecting information
of the
customer like as all personal information of customers their credit card record, transaction
record, order record, profile, their past purchase history are collected in
the database.
Using of CRM, Amazon provides sort of advantages to the customer like as Personalization, User
ratings and reviews, 1 click purchase, secure way
for payment, minimum shipping charge, etc.
Not only this Amazon.com carries out some of Associate programs to boost the customer traffic and
rate of sale
Amazon.com with customers and small businessman. Developing and offering new
products to gain higher revenues is the goal of this intensive growth strategy.
Amazon grows partly
by developing new products over time.
12
17. 17.
5. Recommendation :
Amazon.com is the ultimate online retailer around the world. Its nearest but not even close
competitors are e-bay and best buy. But the
competition is growing day by day.
a. Competing in the market:
Like past, amazon in future will have to come up with special something. The global market is
changing day by day. Business competitors are investing large to take amazon down. There is no
room for relaxation. It is very challenging and has to be consistent
in the market to be number one
retailer shop .
b. Innovation of new Product:
It is essential for amazon to think out of the box and bring new products to satisfy and
retain
customer to be loyal to Amazon.com. Amazon always offered its customer better quality and better
service. But in future it may not be the same. People in
today s world ask for more. Amazon has to‟
be smart enough to understand the customer need before even customers know about it .
c. Integration of New
Technology:
Technology is making progress like the spread of light. Company like “Amazon” needs to be
adaptive and technology friendly to retain its domination
in the market. Amazon s new technology‟
of Drone delivery system indicates it is planning and investing significant amount of money in
technology for near
future.
d. Customer Loyalty:
For a upward revenue stream customer loyalty is essential.. Amazon s most of the buyers are its‟
repeat customers who are loyal to
amazon. But growing competition can be a risk to amazon s‟
loyal customer .
e. Global Expansion:
Amazon is expanding its business around the world. But this
may cause significant strain in number
of sectors like management, inventory, supply system and more over to amazon s market place.‟
International market is very
challenging because of political and economic conditions. Upgrading e-
CRM and investing more towards customer information for better understanding the
customer
needs and behavior is essential.
13
18. 18.
6. Conclusion :
On the part of conclusion we conclude that Amazon.com uses Business to Customer Model for its
better growth. Amazon mainly focuses on the
customer satisfaction by providing the various ways
to ensure that like as personalization, user ratings and reviews, minimum shipping charge which act
as the key
ingredients for success of Amazon.com. But still Amazon have to do some change on its
system like as Global Expansion, Integrating on New Technologies,
Innovation of New products.
14
19. 19.
7. References :
a) Manjoo, F. (2011) "The Great Tech War of 2012" Fastcompany October 19th
b) Hottovy, R. (2011) "Amazon.com AMZN Hare Stock Focus"
Morningstar StockInvestor
c) Bacheldor, B. (2004)" From Scratch: Amazon Keeps Supply Chain Close to Home"
Informationweek
d) Businessweek (2003)
"Reprogramming Amazon" Bloomberg Businessweek December 23th
e) Jenkinson, A. (2005) "Amazon: Bounding Customers with Integrated Service" Centre for
Integrated Marketing, University of Luton
f) Jenkinson A., Sain B. “ Amazon bonding customers with integrated service: Amazon s‟
interest in technology is as a
means to deliver value through integration and CRM thinking”,
Luton Business School
g) FAVERNOVEL (2013 updated), “Amazon: The Hidden Empire”
URL:
https://www.fabernovel.com/work/amazon-com-the-hidden-empire/
h) Annual report (1998) AMAZON.COM, INC.
URL: media.corporate-
ir.net/media_files/irol/97/.../reports/123198_10k.pdf
i) Annual report (1999) AMAZON.COM, INC.
URL:media.corporate-
ir.net/media_files/irol/97/.../reports/123199_10k.pdf
j) Annual report (2013) AMAZON.COM, INC.
URL:http://www.sec.gov/Archives/edgar/data/1018724/000119312513028520/d445434d10
k.htm
15
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Case study on amazon.com

Amazon.com: the Hidden Empire - Update 2013

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