INFORMATION MANAGEMENT

Information System at Amazon

For the last two decades Amazon.com has been serving customers worldwide. Amazon.com was founded by Jeff Bezos back in 1995.The founders vision was to build a virtual shopping place for book lovers. Amazon.com brings the world largest book store to the door step of the people around the world. All people has to do is search and select the desired book.

Amazon.com offer their services towards four types of customers, consumers, sellers, enterprises and content creators. Amazon serve customers through the popular web site www.amazon.com. Nowadays customers can access Amazon through mobile technology. Amazon.com apps are also available for the customers.

Amazon web services has become a global platform for individual to retailers to sell their products. Through reliable, scalable, and robust web services amazon creates a global domination. The challenges of amazon.com web services are very prominent. Every second thousands of customers are searching for products and ordering products, the systems have to be fast, reliable and secured. Every second the CRM (Customer Relation Management) system is taking customer information though their searching, data mining, wish list and so on. Whether the customer buys or not, they are providing information about them. Systems are smart enough to analyse the information and provide service accordingly.

For tracking fraudsters amazon.com built a system known as SAS (Smart Analysis Search). This system decreases and detects fraud in the web site by analysing behavioural pattern. SAS allows amazon.com to measure and personalise customer experience and help to serve customers effectively.

Amazon.com information system is based on Service Oriented Architecture (SOA). SOA is a fully distributed and decentralized service platform that enables Amazons information system to be robust and scalable. SOA concentrates in multiple applications rather than a bigger process.

Source: researchgate.net/publication/261440748_A_STUDY_ON_AMAZON_INFORMATION_SYSTEMS_BUSINESS_STRATEGIES_AND_e-CRM

QUESTIONS

Your answers must include any theories, charts, tables or exhibits necessary to support your analysis and recommendations.

A. Briefly discuss the business success of the CRM system at Amazon and include in your discussion ANY FIVE (5) ways Amazon uses the CRM system