Can ‘AMAZON.

com’ model be successful for

CROSSWORD and LANDMARK in India?

Group – 3
Abhinav Prajapati – 19
Ankush Bhimanwar – 21
Sanjogita Nag – 23
Prabhav G – 39
Sagar Dave – 40
Arun Das – 42
Neha Bisht – 43
 “Relentlessly focus on customer
experience by offering our customers
low prices, convenience, and a wide
selection of merchandise.”
 Contents
Amazon.com business model

Crossword and Landmark stores’ e-tailing model

Accelerators and Decelerators: Indian behavior

towards e-tailing and e-commerce

Success defining factors for Crossword and Landmark

Customer Satisfaction Factors

Direct Amazon-to-buyer sales approach with its
huge range of products

Know your customer very, very well : Customize the

buyer experience.

Customer tracking is an Amazon stronghold.

Multi-leveled e-commerce strategy.

Achieving customer loyalty and repeat purchases

has been key to Amazon’s success.
Hub for selling merchandise on the Web,

Amazon’s “associates” (merchants) who can build

entire Web sites based on Amazon's platform.

Creating mini Amazon Web sites building on

Amazon's huge database of products and applications
for their own purposes.
 Features
Key features of website
Editorial and customer reviews;

Manufacturer product information;

Web pages tailored to individual preferences, such as

recommendations and notifications;

1-Click® technology; secure payment systems;

Image uploads;

The ability to view selected interior pages and citations, and

search the entire contents of many of the books offered with
“Look Inside the Book” and “Search Inside the Book” features.

Community of online customers also creates feature-rich

content, including product reviews, online recommendation
lists, wish lists, buying guides, and wedding and baby registries.

Culture of Metrics
 Physical Support

Technical Amazon’s Service

Core Model
Personal Contact

(Back-end stage) (Front-end stage)

 About Crossword
http://www.crossword.in/

Inception: 15th October 1992

Stocks the widest range of Books – Movies- Music-

Toys- Stationery- Magazines and CD ROM’s.

63 stores across Ahmedabad, Aurangabad, Amritsar,

Bhopal, Bengalooru, Delhi, Hyderabad, Jaipur, Kolkata,
Mumbai, Nagpur, Nasik, Pune & Vadodara 

Services like Dial-a-book, Fax-a-book and Email-a-book

enable customers to shop from their homes
 About Landmark
http://www.landmarkonthenet.com

Inception: 1987

16 stores

Until 1996, Landmark was focused on books,

stationery, greeting cards and then added music to its
product portfolio and also started the trend of
stocking curios, toys, movies, gaming.
The e-tailing services are complement to
brick-and-mortar stores

Physical Support
Technical
Core Service Model
Personal Contact

(Back-end stage) (Front-end stage)

 INDIA ONLINE !!!
Key factors
The proportion of computer literates,
Internet penetration, frequency of access to the
internet, purpose of internet access etc
E-Commerce is still not the key driver of the internet.
Internet usage in the country is still driven by email
and information search.

MORE Surfers than Shoppers

 ACCELERATORS
Top 6 reasons given by shoppers in buying through
Internet
(Source: I-Cube 2006, a syndicated product of IMRB International)

RANK REASONS

1 Saves time and efforts

2 Convenience of shopping at home

3 Wide variety / range of products are available

4 Good discounts / lower prices

5 Get detailed information of the product

6 You can compare various models / brands

 DECELARATORS
Top 6 concerns while buying online
(Source: I-Cube 2006, a syndicated product of IMRB International)

RANK REASONS
1 Not sure of product quality

2 Cannot bargain/Negotiate

3 Not sure of security of transactions / Credit card misuse

4 Need to touch and feel the product

5 Significant discounts are not there

6 Have to wait for delivery

 Wannabe AMAZON.COM
FLIPKART.com
INFIBEAM.com

 PURE e-Commerce organizations

 Width and Depth of merchandise
 Deep discounts and better prices
 Free Shipping policies and Cash-on-delivery
Services
 Intensive Competition for Crosswords, Landmark
 Defining factors?
Brick-and-mortar stores loyalty could lead to increase
in click-and-mortar loyalty.

Increase in youth population which is the major user of

internet

Amazon.com, eBay.com with first mover advantage

Customization to the T

Efficient mapping of IT into services

‘Touch-feel-try’ is still a ritual for purchasing a
product

E-shopping has gained popularity, however, only in

e-ticketing and purchasing books/ exclusive
collectibles
 Customer Satisfaction with Online
Shopping
Information Quality
 Content
 Accuracy
 Format
 Timeliness

• System Quality
 Security
 Ease of use
 Navigation
 Response time
Service Quality
 Responsiveness
 Assurance
 Empathy
Thank you