Question

1. Why would Zappos benefit from the implementation of a CRM? 2. Why are customers at the heart of Zappos business strategy? 3. Analyze the merger between Zappos and Amazon and assess potential issues for Zappos customers. 4. Propose a plan for how Zappos can use Amazon's supply chain to increase sales and customer satifaction. 5. Argue for or against the following statement: "In the electronic age, customer relationships are more important than ever, and Zappos provides the new benchmark that all corporations should follow".

Answer 1

Why Zappos would benefit from the implementation of CRM :

Today, Zappos is a leader in the market which is offering an enormous selection of more than 90,000 styles of handbags, clothing, and accessories for more than 500 brands. Zappos is extremely passionate about its customer service strategy and encourages customers to order as many sizes and styles of products as they want, then it ships them for free, and also offers free return shipping. Zappos also encourages customer communication, and its call center receives more than 5,000 calls a day with the longest call to date lasting more than four hours, which is a clear sign of how much importance it lays on customer satisfaction. Hence, Zappos will benefit from the implementation of a CRM since it will enable it to focus better on customer relations and management more efficiently and at lower costs.