Chapter Five A Successful Case study –



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The E-Business, the E-Customer, their Relationship and Interactivity



KunnskapskildenE-Business –
E-Business, E-Customer, Relationship and Interactivity


The E-Business, the E-Customer,
their Relationship and Interactivity 

Jan Vig 

Dissertation  av Jan Vig om E.Business, E-Customer, Relationship and Interactivity  (286 sider) i forbindelse med Masterstudie i Information Technology and Communication Juni 2000.


The E-Retailer Business, the E-Customer,
their Relationship and Interactivity

Table of Contents

Chapter One Introduction to the study

Chapter Two Business in Cyberspace

Chapter Three E- Retailer Commerce

Chapter Four E-Customer, Relationship and Interactivity

Chapter Five A Successful Case study –

Chapter Six The Future, Critical Success Factors, E-Business Strategy, Results and Conclusion



Chapter 5

A Successful Case Study Amazon,com 



Chapter Five A Successful Case study –

5.1 Introduction
5.2 Amazon’s position
5.3 About
5.4 The Secrets of
5.5 Summary


The most important goal for is to be the world’s most customer-centric company. To succeed Bezos insists that his staff should be obsessed with the E-Customer they should remember that Internet is still in its infancy and look for new opportunities and possibilities and satisfy each individual customer. Bezos and want to have a big impact and creating big name as for instance Microsoft.


The question a lot of investors and other is asking is whether the model is working. Concerning customer satisfaction is the answer yes. But in year 2000 has had problems with every new category it has entered.


By Auctioning eBay still has the dominant auction, and eToys held the same position in the toy category. Blue Mountain is still the leader in greeting cards. Pure play E-Retailers spends an enormous amount of money on expanding their customer base. spent 26 cents per dollar of revenue on marketing to bring in new customers, compared with 4 cents per dollar for traditional retailers. Thanks to intelligent shopping bots the E-Customer can instantly compare prices among vendors. All these are quite big challenges to overcome for But in the meantime continues to look for even more businesses to get into. It is obvious that Bezos intend to be a hub, which sell everything to everybody. One thing is sure that whether will succeed or not it has made an enourmous impact on how business has changed in only a short time and today whole Industries are thinking in a different way than before.

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