Analysis of Amazon's Customer Relationship Management Strategies

This report provides an analysis of Amazon's customer relationship management (CRM) strategies. It delves into how Amazon utilizes CRM, including support systems, marketing strategies, and ERP integration, to create value for its customers. The report also highlights the importance of customer expectations and quality checks. Furthermore, the report discusses the implementation of marketing models to enhance customer experiences and the resulting impact on profitability. It provides examples of value creation, such as how farmers and craftspeople utilize resources to create products. The report references relevant academic articles to support its findings, offering a comprehensive overview of Amazon's CRM practices and their implications.

Marketing Fundamentals

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Table of Contents
Customer relations management by Amazon..............................................................................................2
Strategies for creating value and capturing values from customers.............................................................2
Examples.....................................................................................................................................................2
References...................................................................................................................................................3

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Customer relations management by Amazon
Amazon is one of the well-known firms that is engaged in retaining customers with the help of
successful customer management strategies. The CRM functions of Amazon involves support
systems, marketing strategies, integration of the ERP systems, data synchronization for creating
value for the customers, time management strategies and sales management techniques (Badwan
et al., 2017). The support system used by Amazon manages the issues regarding order and
contracts. The ERP integration is widely used by the firm in managing the web data sources
along with the 3rd party information.
Strategies for creating value and capturing values from customers
Few of the strategies that Amazon could adapt to create values for its customers are too identify
the customer's expectations and enhance the quality check for all the products before delivering
to the customers. It can implement marketing models to develop a memorable customer
experience, and in return, Amazon can expect more customers and more profitability (Wang,
Cavusoglu and Deng, 2016).
Examples
For example, the value is created by enhancing the quality as a farmer uses land and equipment,
labor, sunlight along with the seeds to grow onions.
For example, a craftsperson uses labor as well as a tool for creating a canoe from the wood.

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References
Badwan, J.J., Al Shobaki, M.J., Naser, S.S.A. and Amuna, Y.M.A., 2017. Adopting technology
for customer relationship management in higher educational institutions. International Journal
of Engineering and Information Systems (IJEAIS), 1(1), pp.20-28.
Wang, S., Cavusoglu, H., and Deng, Z., 2016. Early mover advantage in e-commerce platforms
with low entry barriers: The role of customer relationship management capabilities. Information
& Management, 53(2), pp.197-206.