BUSINESS MODEL OF AMAZON AND PAYTM MALL

Amazon Paytm Mall

Partners
Customer Relationship
Distribution Channel
• Sellers
• Merchandisers
• Its own delivery network
• User interactive site
• Reliable
• Customer reviews
• Customer support
• Best deals and discount
• Fulfilment order
• Inventory management
• Prime services
• Ebay
• Electronic item Partners
• sellers
• Site taking time to load
• Extra Cashback, if payment done
by paytm
• They are planning for same day
delivery

Mode of Payment • Amazon pay • Paytm

• Card transaction • COD
• COD • Card Transaction
Revenue • Commission fulfilment • Commission fees
• Sales margin
COMPARING UNIQUE FEATURES
 COMPARING UNIQUE FEATURES
Particulars Amazon Paytm Mall
Information density The ecommerce giant has Although, Paytm mall is
probably the highest not as big as Amazon
information density and Paytm but it’s reach
among all because of it’s is everywhere in India
global reach and high due to its digital
end technologies. Also, transactions services, it
Amazon introduced the showcases number of
concept of information services on its page like
density Help and support, Sell
on Paytm mall, Paytm
smart retail
Particulars Amazon Paytm Mall
Personalization/Customi Amazon has a greater Customization is
zation degree of available on Paytm mall
personalization, it’s but there is not much
technology allows the power in the hands of
personalized messages the sellers.
to the individuals as well
as group. Personalization
of marketing messages
and customization of
products and services
are based on individual
characteristics.
Particulars Amazon Paytm Mall
Interactivity Amazon is great when it company Paytm has
comes to interactivity launched subscription-
with the customers. It based rewards and
provides daily quizzes to loyalty program, called
the customers and there Paytm First, bringing on
are thousands of prizes it board subscription plan
provides to its customers. of popular apps in one
Also, they send emails place, as it gears to
about their services so compete its rivals,
that they can improve. Amazon Prime
Also they take surveys. subscription and Flipkart
If a customer has any PlusA customer loyalty
query, there is chat program is generally
option available on the given to customers who
website under customer frequently make
support tab. purchases and in return
offers customer free
merchandise, rewards,
coupons, etc.
Particulars Amazon Paytm Mall
Use of Social Technology Amazon Inc. remains very Mobile wallets
active on many other companies are promoting
Social Media channels, their offers on Twitter.
investing time into Twitter is being used by
network-specific content. these companies for both
On Instagram they focus customer acquisition,
on visually appealing relationship management
content and products and for promotion. Their
that doesn’t seem out of promotions on Twitter
place, alongside a are being shared and
tremendous number of liked by many Twitter
pictures of animals users, which is expected
playing around on to lead to the popularity
Amazon branded boxes. of the promotional offers.
Nowadays, companies
are maintaining two
types of Twitter handles,
one for customer queries
and another for
promotions.
Customer Journey

We can offer customers more

personalization and provide
the right message, at the right
time, to the right person.

Retention
Advocay
 Customer Journey Mapping
Avg No. of touchpoint= 13

App/Web Create Customer Shipping Choose

Categorie Product Payment Place Thank
site new acc. OTP page service Catalogs address delivery OTP
s page Options order you page
Interface page message enter option

Delivery to nearby store

Delivery instructions
Avg No. of touchpoint= 11

App/Website New acc. Paytm mall Shipping Payment Order

OTP Page Categories Catalogs Product page OTP
Interface page Page address Options Summary
Customer Journey Mapping

Tracking
Order Tracking Delivery
details

Tracking
Order Tracking Delivery
details

Currier Name & Tracking number