As the line item of technology has ended up growing significantly in terms of size since the last two decades, the teams of management of Amazon understand the need of considering crucial issues of technology that include management of costs, alignment of priorities in investment and measurement of ROI. While these can be considered as crucial issues, the leaders of Amazon have less visibility about the impact of technology. More crucially, there is more often feeling that they do not gain the ability of shaping or changing the scope of using technology across the company.
In addition, technology can be considered as essential to the experience of customers, specifically when there is a continuous rise in corporate customers and expectations of the customers. There is clarity of two key trends in this context. First, a number of organizations such as Amazon have started to create a single perception of their customers, under the complementation of seamless support capabilities and multiple channel sales. Altogether these have been allowing the customers for doing business on channels of their preference, while Amazon is enabled for taking advantage out of the interaction of customer. Second, a number of organizations such as Amazon have started to increase the overall value perceived in interactions of customer.
By going beyond the traditional venues of broadcast and one- way websites for using tools of Web 2.0 and social media for connecting and engaging with the customers, the company has started to gain increased insights into behaviours and wants. The enterprise is unbundled for the creation of end- to- end new managed services leveraging the core activities of business, further ahead underpinned by the capabilities of technology. Amazon.com is a leading company of this claim as they ended up launching the Web Services of Amazon, specifically unbundled logistics, payment and computing services offered to consumers, developers and businesses. As a matter of Netflix has been running majority of the streaming and rental platform by the use of services in Amazon. This tends to be going far ahead of high tech organization as diversified as providers of healthcare, and operators of cable TV are also establishing strategies for the creation of managed offerings of service from the core processes of business.