Reverse logistics processes and its role in future of marketing and customer relationship management in the E-commerce industry

Abstract

The current e-commerce market is in a huge turmoil. The big players are all engaged in a price war and hence, facing severe cost issues to deal with. These issues have resulted in recent devaluation of the some of the biggest e-commerce players in India. Under the current circumstances, the companies need to find out ways of differentiating as soon as possible, to gain customer loyalty and increase their profit margin. With this motivation in mind, our project aims to look at reverse logistics services as a differentiation option for the competitors and analyze the scope of the option with respect to consumer perception. The aim of the project is to assess reverse logistics service along with the different differentiation options, and test how the customers perceive those options. Based on our understanding we aim to provide concrete inferences on how an Indian e-commerce company should position itself and improve its reverse logistics services strategically.