Page 1 of 38

Customer Fulfillment in the Digital Economy Amazon.Com

Continues for 37 more pages »
Read full document

Customer Fulfillment in the Digital Economy Amazon.Com

  • By
  • November 19, 2012
  • 5575 Words
  • 11 Views
Page 1 of 38
Customer Fulfillment in the Digital Economy

Amazon.com

E-tail Customer Fulfillment Networks Pioneer
“The logistics of distribution

Scorecard

are the iceberg below the
waterline of online bookselling.”1

B-web type

—Jeff Bezos,
founder and CEO, Amazon.com

• Aggregation (e-tail) /Agora
(auctions, Zshops) hybrid model

KEY PARTICIPANTS

“Ten years from now, no one
will remember whether

Consumers and business buyers

Context providers




Content providers



Amazon.com and small online
merchants (Amazon.com
associates, Zshops, auctions)
Suppliers and b-web partners
(publishers; producers [OEM];
distributors e.g. Ingram Micro,
Baker & Taylor Books, and others)

Customers

Amazon.com spent an extra
$100,000 upgrading shipping
from the West Coast to the East
Coast. All that will matter is
whether electronic commerce



gave people a good or bad
experience.”2
—David Risher,
senior vice president for
merchandising, Amazon.com

Commerce services



Infrastructure providers






“This [the Amazon.com
distribution warehouses and
CFN] is the fastest expansion of
distribution capacity in
peacetime history.”3
—Jeff Bezos,
founder and CEO, Amazon.com

Offering







Amazon.com and online
merchants (Amazon.com
associates, Zshops, auctions)

Amazon.com and merchants
participating in auctions and
Zshops
Third party shippers (UPS & USPS)
Amazon.com
Drop shippers such as Ingram
Technology providers such as
Oracle, Net Perceptions, and i2
Technologies
Third party shippers (UPS, USPS)
The largest online e-tailer of books,
music, videos, toys, and gifts
Recently expanded service offering
to include auctions (March 1999)
and Zshops (September 1999)—an
aggregation of merchants on its
Web site
Aspires to become a one-stop shop
for merchandise on the Web

CFN value proposition



“Earth’s largest selection” of
merchandise at competitive prices,
a...