Amazon supply chain macro processes

• Amazon vendor central

SRM • Amazon Seller central
Amazon Suppliers

ISCM • Distribution/warehousing network

• Automation
Amazon
• Fulfillment

• Data collection
CRM • Personal data storage
Customer • User interface/ Recommendations
• Customer support
1- Amazon SRM
1- Amazon SRM

Reference:
What is Amazon Vendor Central? Difference between Amazon Seller Central and Vendor Central? Available at:
https://theappealguru.com/what-is-amazon-vendor-central-difference-between-amazon-seller-central-and-vendor-central/
 2- Amazon ISCM: distribution network
Crossdock
centers

Amazon
Fulfillment
Prime Now
centers
hubs Amazon
distribution
network

Delivery Sortation
stations centers

Reference:
Organized Chaos: Behind The Scenes of Amazon’s Inventory Management System. Available at: https://www.logiwa.com/blog/amazon-inventory-management-system
2- Amazon ISCM: Fullfillment
2- Amazon ISCM: Automation and technology

Inventory tracking and Shipment plans Marketplace Returns and removal

movement (Robotics) finance/payments management

Integrated SKU Modeling and inventory FBA forecasting Listing and catalog
intelligence forecasting management

Reference:
MobilityeCommerce Netsuite Amazon FBA Integration. Available at:
http://suiteapp.com/MobilityeCommerce-Amazon-FBA-Automation-Forecasting Labeling
2- Amazon CRM: How Amazon uses it?
Data collection Data storage
Customer accounts give customers All personal, payment and address

the easiness of future purchases and details can be stored- allowing for

enables them to track their orders, swift, quick and easy future

and give amazon user information for purchase

marketing and targeted campaigns

Data collection Data storage

Recommendations Customer support

Amazon will recommend products they Amazon’s returns process is dealt with

may be interested in based on past buying entirely online through a customer’s

account. If there is an issue , they will
habits. More recently, Amazon introduced
Recommen Support
have access to the customer’s account
the 'customers who bought this item also
dations
bought' feature for boosting sales without and order details, meaning that any

the customer feeling pressured into buying issues can be dealt with quickly and
efficiently

Reference:
AMAZON’S CUSTOMER RELATIONSHIP MANAGEMENT STRATEGY. Available at: https://
www.linkedin.com/pulse/amazons-customer-relationship-management-strategy-atul-chakrawarty
2- Amazon CRM: AI-powered consumer journey

Reference:
Mari A. The Rise of Machine Learning in Marketing: Goal, Process, and Benefit of AI-Driven
Marketing,2019.