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Customer Fulfillment in the Digital Economy Amazon.Com

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Customer Fulfillment in the Digital Economy Amazon.Com
Customer Fulfillment in the Digital Economy

Amazon.com

E-tail Customer Fulfillment Networks Pioneer
“The logistics of distribution

Scorecard

are the iceberg below the waterline of online bookselling.”1

B-web type

—Jeff Bezos, founder and CEO, Amazon.com

• Aggregation (e-tail) /Agora
(auctions, Zshops) hybrid model

KEY PARTICIPANTS

“Ten years from now, no one will remember whether

Consumers and business buyers

Context providers

•
•

Content providers

•

Amazon.com and small online merchants (Amazon.com associates, Zshops, auctions)
Suppliers and b-web partners
(publishers; producers [OEM]; distributors e.g. Ingram Micro,
Baker & Taylor Books, and others)

Customers

Amazon.com spent an extra
$100,000 upgrading shipping from the West Coast to the East
Coast. All that will matter is whether electronic commerce

•

gave people a good or bad experience.”2 —David Risher, senior vice president for merchandising, Amazon.com

Commerce services

•

Infrastructure providers

•
•
•
•

“This [the Amazon.com distribution warehouses and
CFN] is the fastest expansion of distribution capacity in peacetime history.”3
—Jeff Bezos, founder and CEO, Amazon.com

Offering

•
•
•

•

Amazon.com and online merchants (Amazon.com associates, Zshops, auctions)

Amazon.com and merchants participating in auctions and
Zshops
Third party shippers (UPS & USPS)
Amazon.com
Drop shippers such as Ingram
Technology providers such as
Oracle, Net Perceptions, and i2
Technologies
Third party shippers (UPS, USPS)
The largest online e-tailer of books, music, videos, toys, and gifts
Recently expanded service offering to include auctions (March 1999) and Zshops (September 1999)—an aggregation of merchants on its
Web site
Aspires to become a one-stop shop for merchandise on the Web

CFN value proposition

•

“Earth’s largest selection” of merchandise at competitive prices,
a
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