eCRM and Amazon'com

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eCRM and Amazon.com

• Salvatore Valela

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eCRM

• What Is It?
• Electronic Customer Relationship Management
• Why Use It?
• Better Customer Experience/Loyalty
• Improved Service
• Consistent Service
• Who Uses It?
• E-Business
• Large Corporations
• Business

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eCRM

• Negatives
• Customer Privacy
• Information Selling
• Customer Rights

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eCRM

• How is it done?
• Cookies
• Software
• Active Decisions, Inc.
• Par 3 Communication

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eCRM

• Amazon.Com
• Started 1995
• Mission Statement
• to use the Internet to transform book buying into
  the fastest, easiest, and most enjoyable shopping
  experience possible
• Today
• 220 Countries
• Offers CDs, videos, DVDs, toys and games,
  electronics, kitchenware, computers and more.

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eCRM

• Amazon.Com Financials
• Period Ending December 2001
• Revenue 1,115,171,000
• Cost of Revenue 841,122,000
• Gross Profit 274,049,000
• Net Income 5,087,000

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eCRM

• A look inside Amazon.Com
• The power of the cookie
• Privacy Notice
• Account Demo

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eCRM