Customer Relationship Management for AMAZON Establish customer touchpoints and develop appropriate CRM events for customer acquisition, retention, and profitability Insert or remove rows as needed at least 3 CRM Touchpoint Purpose CRM Objective Data Potential Data Usage Example Customer profile information on website Starts the account for visitors name, geography, email address (Customer acquisition) Presale geographic location customer id, source of reference Email address Post sales address, product purchased, quantity, price Track new and returning customer counts, total period purchases by customer ID, geographic sales data Can be used for loyalty rewards, retention, and targeted marketing

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Question: Customer Relationship Management for AMAZON Establish customer touchpoints and develop appropriate CRM events for customer acquisition, retention, and profitability. Insert or remove rows as needed.

Customer Relationship Management for AMAZON

Establish customer touchpoints and develop appropriate CRM events for customer acquisition, retention, and profitability. Insert or remove rows as needed.

at least 3

CRM Touchpoint	Purpose & CRM Objective	Data	Potential Data Usage
Example: Customer profile information on website	Starts the account for visitors: name, geography, email address (Customer acquisition)	Presale: geographic location; customer id, source of reference Email address Post sales: address, product purchased, quantity, price.	Track new and returning customer counts, total period purchases by customer ID, geographic sales data. Can be used for loyalty rewards, retention, and targeted marketing.

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