1. How does Amazon.com’s CRM software help it to gain market share and maintain its competitive advantage?
2. How are operating efficiencies realized in order fulfillment activities of Amazon.com? Will costs continue to fall, given that their warehouses are currently operating at less than 50% of capacity? (Note: This measure is expected to change over time, depending on the state of the economy.)
3. What are the customer privacy risks, besides the ones mentioned in the case, that
Amazon.com must guard against in order to continue to grow its business?
