MASTER OF BUSINESS ADMINISTRACTION
Semester – 4
Customer Relationship Management (MGO246)
Assignment - 2
Presidency University
Submitted to: -
Submitted by: -
Dr. Gunjeet Kaur- Dean
Anil Kumar Bandi
School of Management
20202MDM0020
Amazon Case Study
Q1. How can you apply its CRM ethos to drive your business?

Developing the quality website which is easily usable for the users.

Arranging the products by categories which the makes the customers comfort while
they are using the website or the mobile application.

Providing the 3600 views of the product with high quality image.

Picking the good webhost and webserver to store the data and to give better user
experience.

Incorporating the technology at the highest level which helps in customizing the user
interface according to the customer preference.

Using the CRM software which will stores the customer data in an organized way and
helps in sending the personalised offers and track the customer details like their order
history and their interaction history which helps customer support to give resolution
in fast.

Including the reviews section which helps customers to share their view about the
product and it helps buyers to understand more about the product by the customers
how have already purchased.

Giving various payment modes like UPI’s, Credit/Debit card, EMI’s which gives the
edge to the customer to choose their payment mode according to their convenient.

Sending greetings for birthday and for other special events.
Q2. How can you find the CRM system that fits the unique needs of your
company?

By making sure that the system integrates with other applications.

By listing out the business goal that we want to get out of using CRM software with
strategically and finding out the companies who create customised dashboard which
reduce our cost.

The CRM software which integrates with all the marketing campaigns like social media
campaign (Facebook, Instagram, and others), and shows all the insights in single
dashboard.

Better Security for the data.

The call Center and helpdesk function teams within the CRM.

The software which is having lead score feature which will score the customer from
metric which will improve sales and the business.

Chatbot and cloud integration.
Some of the CRM software’s are:

Microsoft Dynamics 365

SAP Customer 360

Pipeliner CRM

ZOHO CRM