Amazon Customer Relationship Management (CRM)

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• The impact of progressive technology advance and globalization to the firm’/industry’s market share in the United States and global market.

Data, efficiency, and customer service—these are Amazon.com's competitive differentiators. As progressive technology advance, it enhances Amazon market and allows Amazon to be lauded for its recommendations engine, and subsequently, contextual purchasing capabilities, and of course the shopping experiences. All these factors are crucial to keep their customers coming back for more. A new research from Forrester indicates shows that 30 percent of consumers now begin their buying process researching on Amazon as opposed to Google, indicating Amazon's authority as an all-in-one solution is only expanding.

While e-commerce companies will continue to struggle to maintain market share in light of Amazon's prolific online presence, an added challenge is the fact that the company they're using to power their Web Services could be the company they're directly competing with in commerce. Amazon Cloud Drive is a web storage application unveiled by Amazon on March 29, 2011. It provides users with 5 gigabytes (GB) of storage space by default which can be accessed from up to 8 specific devices (the first 8 used), with further storage space costing one US dollar per GB per year. Forrester estimates that Amazon Web Services is involved in 20 percent of ecommerce sessions in the U.S., putting Amazon partners in a difficult predicament.

With the growing use of technology, Amazon’s technicians are able to launch Amazon MP3, its own online music store was launched in the U.S. on September 25, 2007, selling downloads exclusively in MP3 format without digital rights management. MP3 sells music from the Big 4 record, as well as independents. Prior to the launch of this service, Amazon made an investment in Amie Street, a music store with a variable pricing model based on demand. Amazon MP3 was the first online offering of DRM-free music...
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