{"id":4110,"date":"2020-06-04T08:24:38","date_gmt":"2020-06-04T08:24:38","guid":{"rendered":"https:\/\/dynamics.folio3.com\/blog\/?p=4110"},"modified":"2024-04-22T06:14:38","modified_gmt":"2024-04-22T06:14:38","slug":"amazon-crm","status":"publish","type":"post","link":"https:\/\/dynamics.folio3.com\/blog\/amazon-crm\/","title":{"rendered":"Amazon CRM \u2013 How to Master the E-Commerce CRM Strategy?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.amazon.com\/\">Amazon<\/a> is not only the world\u2019s richest company, but it\u2019s also the world\u2019s most customer-oriented company (that\u2019s what they have been striving to achieve from the very beginning). According to numerous polls and studies, Amazon has been ranked as the best and most trusted online shopping platform for customers in North-America. In fact, many programs have ranked Amazon Prime as the best loyalty program.<\/span><\/p>\n<blockquote><p>Developed in-house, Amazon&#8217;s CRM software captures customer data at the point of purchase, which it uses to instantly customize its users&#8217; online experience. Amazon&#8217;s interface is simple and easy to use.<\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">The essence of Amazon&#8217;s success lies with the robust Amazon CRM strategy. Honestly, there\u2019s so much to learn from the Amazon CRM strategy for small eCommerce businesses to see how you gain customers\u2019 trust and build a loyal following around your business.<\/span><\/p>\n<p><em>Folio3 offer robust <a href=\"https:\/\/54.177.179.234\/dynamics-ax-amazon-connector\/\">dynamics and amazon integration<\/a> service.<\/em><\/p>\n<h2 id=\"1\">Benefits of Amazon CRM Strategy<\/h2>\n<p><span style=\"font-weight: 400;\">Below are some of the lessons that small ecommerce businesses can learn from CRM Amazon:<\/span><\/p>\n<h3>Design the CRM so comprehensively that there is no need for customer service<\/h3>\n<p><span style=\"font-weight: 400;\">There\u2019s a famous saying from the CRM Strategist Brent Leary about Amazon CRM, which we believe should be the essence for all ecommerce businesses. According to him, over the course of 17 years that he has spent shopping on Amazon, never once he felt the need of contacting the customer service.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Yes, the beauty of Amazon CRM lies with its comprehensive and customer-oriented approach. It\u2019s a dream CRM that runs seamlessly every time, giving customers a 100% smooth online shopping experience with zero compromises of safe transactions or downtime.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is why customers become loyal followers of the <a href=\"https:\/\/en.wikipedia.org\/wiki\/Amazon_(company)\">Amazon<\/a> marketplace because they no longer need to worry about the quality of the product or having to run after the customer support team to pull off a product purchase.<\/span><\/p>\n<h3>Create an Interactive User-Interface<\/h3>\n<p><span style=\"font-weight: 400;\">Basically, the beauty of Amazon CRM starts with its highly intuitive and easy to use user-interface (UI) that makes using the website a bliss for all online shoppers. The interface is minimal, decluttered, navigable, and easy to understand. Here are some of the elements that make CRM Amazon a winner in all perspective:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">High-quality images (customers can see the actual product)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Precise description (everything customers would like to know about the product)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Clearly visible prices<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Bold and visible ratings<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Structured categories<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Easy and clear checkout process<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">All of these elements make shopping with Amazon much similar to what shopping at the grocery store looks like, in fact with a better shopping experience. Just like with the traditional grocery store, if you need flour, you will get all types and sizes of flour right at the baking aisle. Just pick up one which you want and proceed to checkout. Shopping experience with Amazon is not much different.<\/span><\/p>\n<h3>Make Self-Help Easy<\/h3>\n<p><span style=\"font-weight: 400;\">Apart from a comprehensive user-interface, Amazon also maintained a robust and impressive help center. Whether you want to review your order, manage accounts, check out the FAQs or contact customer support representatives, you can access all pages from a single screen. Also, if you aren\u2019t able to find the right answer for your query, you can always search it down with the search bar.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Interestingly, this doesn\u2019t end here. In fact, all of these help and support resources are just the beginning and there are tons of other useful help resourced available in form of articles, which again you can easily access to find support for whatever you may need. Basically, Amazon CRM takes a similar approach towards the help and support resources, as they take for their product pages. You can search either the complete categories or a specific product.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The benefit of such a vast volume of help and support resources is that customers are able to find all the support they need by themselves and don\u2019t have to waste time waiting in line for the customer service representatives to answer their queries. And since the Amazon maintain such impressive help and support resources, they actually encourage customers to find their answers themselves, thereby, significantly cutting times for those few customers who want live agent\u2019s help.<\/span><\/p>\n<h3>Provide Human Support<\/h3>\n<p><span style=\"font-weight: 400;\">While it\u2019s great to have a large and impressive help and support resources, live agent support is unavoidable. In fact, there are always people who like to talk to a customer representative to find a way out of their queries.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And while Amazon does encourage customers to help themselves with their support resources, they also maintain a robust and imposing customer representative team that can be accessed via phone, email, or live chat.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you haven\u2019t already tried the Amazon phone support, the best part about their service is that when you decide to get connected with them, they are right there to support you. Yes, no frustrating waiting times. Even better, the help support is available 24\/7, so they have your back whenever you need it.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Have you tried the \u201cMayday for the fire\u201d? it\u2019s surely one of the craziest and coolest innovation from Amazon, where all you have to do is to tap twice to get connected with the live support agent who will guide you through the problem.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To get things even crazier, Amazon resolved to get customers connected with the live agent within 15seconds and they were able to achieve that under 10 seconds, talk about customer service. While the Mayday was discontinued in 2018, customers who used the service still remember it as an astounding example of Amazon\u2019s resolve towards customer service.<\/span><\/p>\n<h3>Communicate Challenges<\/h3>\n<p><span style=\"font-weight: 400;\">As we are writing this, the world is going through an unprecedented challenge of COVID-19. This is a time where Amazon customers are facing many problems including delayed delivery, stocks going out, delays in the refund, and many more. All of these problems haven\u2019t been experienced before by Amazon customers and while Amazon can\u2019t do anything about this, they have done what they should and could do. They have informed clearly communicated to their customers about the situation and the pressing challenges faced by the company.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The Amazon site runs bold banners warning customers to expect delays and other problems. The company has also published various articles to make aware customers about the situation in depth. All of this to ensure that the customers are aware of the challenges and that they don\u2019t leave disappointed for the shopping experience with Amazon.<\/span><\/p>\n<h3>Loyalty Incentives<\/h3>\n<p><span style=\"font-weight: 400;\">As we mentioned earlier, Amazon Prime is one of the best loyalty programs in the world. And no, it isn\u2019t just us but it\u2019s according to various polls and studies that have ranked Amazon Prime as the best model for a loyalty program. The program comprises crazy amounts of incentives including; discounted and faster delivery, highly customized content (Movies, TV, video games, and more); priority access to Amazon deals and the list just goes on from there.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Customers willing to become part of the Amazon prime are just required to spend USD 120 annually with the company. Honestly, this is as tempting as it can get and that\u2019s one reason why an insane number of people have started to spend more on purchasing from Amazon; just for the motivation of getting into the premier Prime Club. And all of these increased spends give Amazon a chance to recover the cost of incentives offered to the Prime members \u2013 a win-win situation for everyone.<\/span><\/p>\n<h3>Protecting Customers<\/h3>\n<p><span style=\"font-weight: 400;\">Last but not least, Amazon protects its customers. Amazon understands the value of protecting its customers against any fraud or ill-intention third-part sellers who can quickly become the black marks for the company. And they set the right examples for the third-party sellers by strictly following the rules themselves.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">While it\u2019s rare for Amazon to lack its service standards and when it does rarely happens, they don\u2019t shy away from accepting their mistake and remedying it quickly. For instance, once my order for a computer mouse was sent to the wrong address. When I explained the situation to the Amazon, they simply resend the order with expedited shipping without any questions being asked.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">From that day onwards, I have been a loyal customer of Amazon.<\/span><\/p>\n<h2 id=\"2\">Amazon CRM Problems<\/h2>\n<p><span style=\"font-weight: 400;\">Ok, the Amazon CRM may be just too good for customers, however, when it comes to third-party sellers, the Amazon and CRM does come with some serious limitations. Below we have come up with some pressing problems with the CRM Amazon:<\/span><\/p>\n<h3>Low barrier for becoming Amazon Consultant<\/h3>\n<p><span style=\"font-weight: 400;\">Many sellers look up to authentic and experienced Amazon consultants to guide them through the process of selling with Amazon. However, unfortunately, there is almost no barrier for claiming to be an Amazon seller consultant. The company doesn\u2019t run any official certification, which means that literally, anyone can stand up to claim as the Amazon Consultant. Thereby, it is important for the sellers to perform the due diligence when looking for an experienced and expert Amazon consultant who can help with the operations and data.<\/span><\/p>\n<h3>Cross-Border Currency Management<\/h3>\n<p><span style=\"font-weight: 400;\">For sellers who are selling their products on Amazon\u2019s international marketplace, it can be too expensive to pay an upward of 3.5% to 4% transaction fee to Amazon to handle the currency exchange. This is especially a problem for sellers offering low-margin products, in which case the fees can become too cumbersome for business sustainability. Fortunately enough, there are some solution providers that can help sellers streamline their process while cutting the cost in half and saving you sizeable margins that you would have lost otherwise. Some of the solution providers that can help sellers around with this issue include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Currencies Direct\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Payoneer\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Worldfirst<\/span><\/li>\n<\/ul>\n<h3>\u00a0Automate Messaging<\/h3>\n<p><span style=\"font-weight: 400;\">Unless you are ready to sign-in to your seller account 24 hours and every day of the year, there\u2019s always a chance of missing out on a customer\u2019s query within the 24 hour period, which leaves you with compromised customer service; something that isn\u2019t just bad for your business but may also leave you noticeable as a seller for Amazon. And if you don\u2019t want to get stuck at your chair and table every hour of the year, you can use automated messaging tools to help you out. There are various auto messaging tools that can be deployed to send customers\u2019 instant generic responses to at least let them know you are there. These tools actually buy you the time to spend the weekend with your family and get back to customers with a more elaborative response within a couple of business days. Some of the auto messaging tools include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Desk.com\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Freshdesk\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Zendesk<\/span><\/li>\n<\/ul>\n<h4>Folio3 is your amazon CRM technology partner<\/h4>\n<p><a href=\"https:\/\/54.177.179.234\/\"><span style=\"font-weight: 400;\">Folio3<\/span><\/a><span style=\"font-weight: 400;\"> offers its clients with robust and seamless Amazon CRM integration services. Our integrated CRM integrated approach enables customers to transform the working approach and adopt the best practices. By seamlessly connecting the clients with the Amazon CRM, we help them save time and effort while maximizing productivity.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Over the years, we have completed hundreds of Amazon CRM software integration projects worldwide, offering a single point solution that is customized to your unique business needs.<\/span><\/p>\n<h2 id=\"3\">Best Amazon CRM Software for Sellers in 2020<\/h2>\n<ol>\n<li>\n<h3>Salesforce<\/h3>\n<\/li>\n<\/ol>\n<p><b>Pricing<\/b><span style=\"font-weight: 400;\">: starts at $25 for essential package and goes up to $300<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Pros:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">A <\/span><a href=\"https:\/\/dynamics.folio3.com\/blog\/ecommerce-crm-software\/\"><span style=\"font-weight: 400;\">multipurpose E-Commerce CRM Software<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Scalable with the business needs<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Highly customizable with complete automation options<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Powered by artificial intelligence<\/span><\/li>\n<\/ul>\n<p><b>Cons:\u00a0<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Too tough for small businesses not looking to scale in the near future<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">To experience the full features of the CRM, you would have to choose a higher plan<\/span><\/li>\n<\/ul>\n<ol start=\"2\">\n<li>\n<h3>BigCommerce<\/h3>\n<\/li>\n<\/ol>\n<p><b>Pricing<\/b><span style=\"font-weight: 400;\">:\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">starts at $29 for essential package and goes up to $300 and more<\/span><\/p>\n<p><b>Pros:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Easy to learn and use<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Speedy operations<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Various options for themes<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Scalable<\/span><\/li>\n<\/ul>\n<p><b>Cons:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Expensive to avail some functionalities<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Limits on annual online sales<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Quite similar sales<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Limited typefaces in free themes<\/span><\/li>\n<\/ul>\n<ol start=\"3\">\n<li>\n<h3>ChannelAdvisor<\/h3>\n<\/li>\n<\/ol>\n<p><b>Pricing:<\/b><\/p>\n<p><span style=\"font-weight: 400;\">$1000 to $12000 and more<\/span><\/p>\n<p><b>Pros\u00a0<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Amazing workflow automation<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Multi-channel integration<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Incredible user-interface\u00a0<\/span><\/li>\n<\/ul>\n<p><b>Cons:<\/b><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li><b><span style=\"font-weight: 400;\">Too much expensive (crazy pricing for liking of most businesses)<\/span><\/b><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">Often needs IT support for even small glitches<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">Fixed contracts<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ol start=\"4\">\n<li>\n<h3>Shopify<\/h3>\n<\/li>\n<\/ol>\n<p><b>Pricing:<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Starts from free trial version to $25 lite version and goes up to $66 and more for enterprise version<\/span><\/p>\n<p><b>Pros<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><a href=\"https:\/\/dynamics.folio3.com\/blog\/best-shopify-crm\/\"><span style=\"font-weight: 400;\">Shopify CRM<\/span><\/a><span style=\"font-weight: 400;\"> is ranked among the best CRMs for\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">features and customer satisfaction<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Multi-channel platform<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Excellent inventory system to manage store<\/span><\/li>\n<\/ul>\n<p><b>Cons<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Transaction fee charged, if you are not using Shopify Payments<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Apps add up to the store when extra features are added<\/span><\/li>\n<\/ul>\n<ol start=\"5\">\n<li>\n<h3>Amazon<\/h3>\n<\/li>\n<\/ol>\n<p><b>Pricing:<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Starts at $0.05 per hour, differ for different regions and fulfillment options<\/span><\/p>\n<p><b><i>Pros<\/i><\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Massive customer base<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">High credibility\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Robust back-end infrastructure<\/span><\/li>\n<\/ul>\n<p><b><i>Cons<\/i><\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Expensive fees<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">No control over branding<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">No customer loyalty<\/span><\/li>\n<\/ul>\n<div class=\"faq-list\">\n<h4>What CRM system does Amazon use?<\/h4>\n<div class=\"faq-content\">\n<div>\n<p>Amazon used Salesforce CRM from the start, as it\u2019s a complete platform that has all the functionalities required.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"faq-list\">\n<h4>Does amazon use salesforce CRM?<\/h4>\n<div class=\"faq-content\">\n<div>\n<p>Yes, Amazon instead of going with its own CRM, uses Salesforce CRM.<\/p>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Amazon is not only the world\u2019s richest company, but it\u2019s also the world\u2019s most customer-oriented company (that\u2019s what they have been striving to achieve from the very beginning). According to numerous polls and studies, Amazon has been ranked as the best and most trusted online shopping platform for customers in North-America. In fact, many programs [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":4118,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[33],"tags":[],"class_list":["post-4110","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Amazon CRM \u2013 How to master the Amazon CRM Strategy?<\/title>\n<meta name=\"description\" content=\"Amazon&#039;s success lies with the robust Amazon CRM strategy. 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