Company Amazon everything about Amazon company

1.1. Foundation of services (which customers?)

1.2. Description of services in terms of 5 services gaps

1.3. Which gap(s) is (are) key to the company?

1.4. How do the services gaps interrelate?

1.5. How do the services contribute to the company's core purpose of existence?

1.6. What are the services delivery channels?

1.7. How is the physical and virtual servicescape constructed?

1.8. What are the roles of customers and employees in the service design?

1.9. How is services recovery organised and executed?

1.10. How are the products and services priced?

Sales analysis

2.1. B2B and/or B2C?

2.2. Number & type(s) of sales-people?

2.3. Sales-Management:

2.3.1. Sales-vision? 2.3.2. Type(s) of organisation structure? (E.g. structuring based on geography, products etc.). 2.3.3. How is the salesforce recruited, directed and motivated? 2.3.4. Span of control? 2.3.5. Which CRM-system available (and how is it used by the sales department)?

2.5. Relationship with "services gap analysis"

3. A Sales & Services plan for the company:

3.1. A plan for improved services, based on GAP analysis, explained per gap (for example through innovative

designs, (new) employee activities, (new) mixture of communication channels, improved services recovery

etc.). The plan includes a Blueprint (= service design) and a GANTT chart (= timeline with milestones).

3.2. A plan for improved sales, including:

3.2.1. Changes for improved building of trust and expanding customer relationships. 3.2.2. How to develop the salesforce? (territory, numbers and quality). 3.2.3. How to build teamwork in the sales organisation? 3.2.4. Ideas for improving the CRM system?

3.2.5. Ethical (research and sales related) issues. 3.2.6. How much expenditures on sales and sales support? 3.2.7. Forecasted revenues (coming three years)? 3.2.8. Forecasted profit (coming three years)?

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