April 25th, 2005
Amazon is to enter into a deal with Marks and Spencers to manage their customer service operations. It strikes me that Amazon pitched for the whole ecommerce operation, as it did with ToysRus, but ended up with this limited deal instead. Its good for Amazon as their overall costs will falls, and a few percent extra CS emails won’t make any difference to Amazon operation.
Its good for M&S as buying in the expertise would be tricky. I think its wise of M&S not to outsource the whole operation to Amazon – look at the current Toyrus / Amazon lawsuit. But interesting to see Amazon doing this – The Shape of things to come??