Customer Relationship Management System

What is the business case for Customer Relationship Management?

I am a student doing an assignment regarding customer relationship management for Amazon.com. I would like to know what is the business case for CRM in Amazon.com. Thanks

Public Comments

1. The Mission Statement found on the SEC 10-K allows you to identify what management is willing to do for it's customers: http://www.sec.gov/Archives/edgar/data/1018724/000119312506034166/d10k.htm#tx53806_1 General Amazon.com, Inc., a Fortune 500 company, opened its virtual doors on the World Wide Web in July 1995 and today offers Earth’s Biggest Selection. We seek to be Earth’s most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavor to offer customers the lowest possible prices. Business Strategy Our business strategy is to relentlessly focus on customer experience by offering our customers low prices, convenience, and a wide selection of merchandise, to provide e-commerce solutions and services to other businesses and to offer web services applications to developers. Price We endeavor to offer our customers the lowest prices possible through low everyday product pricing and free shipping offers. We also strive to improve our operating efficiencies so that we can pass along the associated savings to our customers in the form of lower prices. We enable third-party sellers to offer products on our sites, in many instances alongside our product selection, and set their own retail prices. Convenience Our software engineers, computer scientists, and management team focus on continuous innovation to provide further convenience for our customers. We work to earn repeat purchases by providing easy-to-use