CRM Used by Amazon: Understanding Customer Relationship Management Systems

05 December 2023 - Customer Relationship Management

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CRM Used by Amazon: Understanding Customer Relationship Management Systems

Amazon, the world’s most customer-oriented company, has been ranked as the best and most trusted online shopping platform for customers in North-America¹. The secret behind Amazon’s massive success lies in its world-class Customer Relationship Management (CRM) strategy².

Amazon’s CRM Strategy

Amazon’s CRM strategy is centered around the customer. It uses its CRM to retain customers, tailor its service around the individual, and crucially, sell to its millions of loyal customers not once, but again and again, while fighting off swarms of competitors².

Amazon’s CRM software, developed in-house, captures customer data at the point of purchase, which it uses to instantly customize its users’ online experience¹. The essence of Amazon’s success lies with the robust Amazon CRM strategy¹.

How Amazon Uses CRM

Amazon uses its CRM in several ways²:

Tailored offers and promotions: When someone buys something on Amazon for the first time, Amazon asks them to set up an account. This allows Amazon to offer tailored promotions and offers based on the customer’s purchase history².
Personal data collection and storage: Amazon’s CRM stores its customers’ personal and payment details when they create an account to buy something².
Recommendations: Amazon’s CRM also provides personalized recommendations based on the customer’s browsing and purchasing history².
Customer support: Amazon’s CRM plays a crucial role in providing customer support².
Evolution of services: Amazon’s CRM has evolved over time to include new services and features².

Relevant SaaS Products for CRM

In addition to Amazon’s in-house CRM, there are several other SaaS products that offer robust CRM solutions. Here are a few:

HubSpot: HubSpot’s WordPress plugin allows you to connect your WordPress website to the free HubSpot CRM².
Salesforce: Salesforce offers a comprehensive customer relationship management (CRM) platform³.
SAP: SAP provides a CRM that connects with an ERP⁴.
Copper: Copper offers a CRM for small teams⁴.
Freshworks: Freshworks provides a CRM for connecting with marketing⁴.
Monday.com: Monday.com offers a CRM for connecting with PM software⁴.
Less Annoying CRM: Less Annoying CRM provides a simple to use CRM⁴.

Conclusion

Amazon’s CRM strategy has played a crucial role in its success, helping it retain customers, tailor its services, and sell to its customers repeatedly. While Amazon uses an in-house CRM, there are several other CRM providers offering robust and user-friendly CRM solutions. Businesses should consider their specific needs and requirements when choosing a CRM provider.

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