Question

In: Operations Management

1.Amazon is one of the world’s largest online retailers. One of the possible reasons for its...

1.Amazon is one of the world’s largest online retailers. One of the possible reasons for its success is the company’s CRM strategy. Based on your experience or observation, try to analyze Amazon’s CRM strategy from the following perspectives:

(i)Operational level

please use proper marketing terms and answer detailed

Solutions

Expert Solution

Amazon CRM Strategy

1. Limit The Need For Customer Service

Build an Easy-to-Understand user interface.it includes

.high quality images

.accurate descriptions

.plainly visible prices and ratings

.Neatly organized categories

.a clear checkout process

Make Self Help Easy

It's the same approach they take to the products they sell: you can search for something specific or just browse a category. Clear labels and easy navigation make all the difference. With this vast array of self help options, Amazon makes it easy to find solutions on one's own. This saves customers a lot of time they would have spentg waiting for answers from support.

2.Provide Human Support

The amazing thing with their phone support is that if you jump through all the hoops, you can talk to an agent right away and they all call you. that means no waiting on hold. Plus, with 24/7 support. You can get help whenever you need it.

3.Communicate Challenges

Amazon can't avoid these problems. That's why they've done the only thing they can explain the situation to customers. Banners across the Amazon website warn users to expect delays. Detailed articles explain the situation in depth. Existing help articles have been updated to explain what will work differently from normal as well as what hasn't changed.

4.Create Loyalty Incentives

Customers have to spend about $120/year to get Amazon Prime. As a result they need to use Amazon frequently to get their money's worth, which motivates thyem to buy more from Amazon and less from comptitors. the iincreased purchase volume give Amazon a chance to earn back the money lost on discounts and free shipping.

5.Protect Your Customers

Amazon protects it6s customers. Third party sellers who screw up orders get black marks against them and are requitrf yp-provide refunds. And when amazon itself makes they mistake they immediately correct it.

Amazon operational levels

1.design of Goods and services.

2.Quality Management

3.Process and Capacity Design.

4.Location Strategy.

5.Layout Design and Strategy.

6.Job Design and Human Resources.

7.Supply Chain Management.

8.Inventory Management.

9.Scheduling.

10.Maintenance.

keosha answered 1 year ago
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