Customer Relationship Management

Assignment II

CRM at Amazon

Shrinath Mishra
Dhananjayan S
 Introduction

Amazon’s Sales rose by 31% in 2018, resulting in a total annual revenue of 72.4 billion USD.

Developing its CRM has helped Amazon retain customers and tailor its service around the individual. It’s helped it sell to its millions of l

A strong emphasis on the customer is the foundation of Amazon’s success – and it’s the company’s intelligent use of CRM that has ena

Developed in-house, Amazon’s CRM software captures customer data at the point of purchase, which it uses to instantly customise its
Target offers and promotions through

Account Setup for a smoother and more personalised experience.

Gives a better insight into likes and dislikes of the customer.

Amazon’s CRM brings you tailored offers and promotions based on your past purchases.
Using personal details to provide a smooth experience

Personal and payment details are stored for the consumer’s convenience.

One click buying experience.

Providing suggestions to customers

The recommended products feature.

What people viewing an item also bought, and explore related products with ease.
Customer support

Prompt customer support service.

The returns process is all dealt with online too. Any Amazon staff who’ll be spoken to will have your details at the ready,
Evolution of services

Amazon’s online Kindle Marketplace offers a tailored experience with unique book suggestions.

Amazon Prime Video has also become one of the biggest streaming services out there. Customised film and TV sugges
 References

/www.softwareadvisoryservice.com/en/case-studies/case-study-how-crm-is-the-secret-behind-amazons-succ

http://www.questjournals.org/jrbm/papers/vol4-issue11/B4111117.pdf

https://www.channelreply.com/blog/view/amazon-crm-strategy

https://www.linkedin.com/pulse/amazons-customer-relationship-management-strategy-atul-chakrawarty