Importance of Customer Relationship Management in Amazon.com

Running Head: CRM 1
Business Research Methodology
The importance of customer relationship management to satisfy the customers-
the case study of Amazon.com

CRM 2
Contents
Introduction......................................................................................................................................3
Research questions and objectives...................................................................................................4
Literature review..............................................................................................................................5
Research methods............................................................................................................................7
Research designs..............................................................................................................................7
Data collection.................................................................................................................................7
Data analysis....................................................................................................................................8
Ethical consideration.......................................................................................................................8
Timeframe........................................................................................................................................8
Gantt chart.....................................................................................................................................10
Conclusion.....................................................................................................................................11
References......................................................................................................................................12

CRM 3
Introduction
Customer satisfaction is must for every organization which can be developed with the help of
effective implementation of Customer relationship management. There are various strategy and
approaches to customer relationship management that facilitates business to increase the growth
of the company in a significant manner (Chen and Chiu, 2009). For the last two decade,
Amazon.com has been helping customer worldwide. It was founded by Jeff Bezos in 1995. The
vision of the founder was to develop the virtual shopping place for book lovers and it has been
done with lots of efforts of his founder. In 2000, Amazon.com has become the leader of e-
commerce industry by becoming a platform for a retailer. Amazon provides its services to the
customer by the well-known website www.amazon.com.The research will elaborate on the
importance of CRM in Amazon.com. The research methodology will demonstrate to gather the
information regarding the research topic.

CRM 4
Research questions and objectives
The research questions are underlined below to demonstrate the significance of the research:
 How can customer relationship management satisfy the customer’s needs?
 What sort of customer relationship management strategy has applied by Amazon in
increasing the customer satisfaction?
 What is the process of Amazon to implement CRM within the organization?
Research objectives
 To analyze the strategy of customer relationship management in satisfying the customers
of Amazon.
 To evaluate the process of Amazon to implement CRM within the organization.