Amazon's CRM: An In-Depth Analysis of IT Applications and Impact

This report provides an analysis of Amazon's Customer Relationship Management (CRM) applications, with a specific focus on the Amazon Tap as a key IT application. It explores how Amazon Tap functions, its role in supporting Amazon's strategic objectives, and its impact on attracting customers and achieving competitive parity in the market. The report also touches upon the competitive landscape, highlighting similar smart speaker products from companies like Apple, Google, and Samsung. The analysis emphasizes the importance of MIS applications in gaining a competitive edge and details the insights gained from studying Amazon's CRM strategies. It concludes that Amazon is one of the leading and pioneer companies in information management system and also it is familiar because of its usage from a longer period.

Running head: CRM APPLICATIONS OF AMAZON
CRM APPLICATIONS OF AMAZON
Name of the Student
Name of the Organization
Author Note

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Section one:
The company Amazon is a multinational technology company of America which has its
primary focus in e-commerce, computing of cloud and artificial intelligence. It is capable of
offering a broad variety of apparel, books, shows of television, items of household and groceries.
It is considered as the largest marketplace for e-commerce and platform for the computing of
cloud in the world.
The reason behind choosing Amazon Company is that this is one of the leading as well as
the pioneer companies in the system of information management and also because of its
familiarity and usage from a longer period.
Section two:
Latest IT application of Amazon CRM
The latest IT application of CRM is Amazon Tap. Amazon Tap is a portable Bluetooth
and a speaker which is enabled by Wi-Fi (Amazon.com, 2019). This Amazon Tap is capable of
providing users a sound of full range. Only the button of the microphone is to be tapped or more
appropriately it can be said that the hands' free mode is enabled. Anyone can ask for any music,
order any food, search for any sort of information and can even hear the news. This is much
more possible for the voice service of Alexa. This latest application of Amazon CRM was
launched in the year 2016. The voice service of Alexa which is run by Amazon can convert any
recording into commands which it finally interprets. It is considered much more than a simple
function which is based on voice to text. It is a service which is programmable that is capable of
working with some other services on the internet for doing surprising things. Alexa can work

2CRM APPLICATIONS OF AMAZON
with several different technologies at home and even beyond. It can also turn on the lights of the
living room. This approach shows that both the Amazon Tap and Alexa can perform several
activities. It is to be remembered that both of them will be unavailable and won't work id the
connection of the internet is slow. The hands-free mode has helped a lot by just listening to the
voice and translating it into commands for playing music, turning on the lights or by ordering
any kinds of stuff from Amazon. The gadget can be asked for playing music and tell about the
forecasting of weather, read new and many more. As the design of the gadget is considered, it
allows the users to interact with the device free of hands so that the users don't have to stop each
and everything and fumble with the cell phone or instead get to any computer. The device
comprises of an array of a number of microphones which can quickly pick up the voices of the
users across the whole room and can even over music.
Source: (Amazon.com 2019)
Amazon Tap helps the company to support its strategy to be one of Leader Company in
echo product. The amazon Tap is very convenience, good design, comfortable and it is self-use,
that allows the company to attract huge customers. All people or users who ask Alexa for
ordering supplies of the kitchen, turn on lights or play any music at any time, gives Amazon a
tremendous valuable data stockpile which the company has used for fending off all the
competitors and making breakthroughs in what the assistants which are operated by voice can

3CRM APPLICATIONS OF AMAZON
do. The device has helped the company a lot in making progress on a challenge which will be
long-lasting in recognition of speech. The data which is seen to be piling up from Alexa can also
help the company in fending off the Echo competitor.
Section three:
Amazon Tap has helped in gaining competitive parity in the market. While there are no
official sales figures, mounting evidence suggests that Echo devices have been losing ground in
the past year to competitors on multiple fronts.Where there is a similar product like amazon Tap
are competing and having the same features of Amazon tap As Apple HomePod, Google Home,
Harman Kardon Invoke and Mycroft Mark 1and Galaxy Home smart speaker.
Source: (Amazon.com 2019)

4CRM APPLICATIONS OF AMAZON
Section four:
In this specific task, we have got new information and knowledge regarding the
Information system applications of Amazon especially Amazon Tap. We got a full understanding
of what is it, how Amazon tab does work, how it support Amazon strategy, attract new
customers and gave it competitive parity. Besides, we learned valuable information about other
smart speaker or echo products of leading companies who are competing for bright speakers of
Amazon as Google, Samsung, Apple Microsoft . Finally, MIS applications are essential to
achieve competitive advantage.

5CRM APPLICATIONS OF AMAZON
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