Amazon, in the authors opinion, has cared less about profitability in the short run but has cared

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Amazon, in the author’s opinion, has cared less about profitability in the short run but has cared about gaining market share. Arguably Amazon gains market share by taking care of the customer. Given the “Suggested 75 KPIs That Every Manager Needs to Know” from Exhibit 7-5, what would be a natural KPI for the customer aspect for Amazon? How do digital dashboards make KPIs easier to track?


Exhibit 7-5

1. Net Profit Financial Performance KPIS 2. Net Profit Margin 3. Gross Profit Margin 4. Operating Profit Margin 5. EBITDCustomer KPIS 19. Net Promoter Score (NPS) 20. Customer Retention Rate 21. Customer Satisfaction Index 22. Customer Prof

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