When technology is not just a tool, but the DNA of the business

There is one thing Netflix, Amazon and Starbucks have in common: they don't follow technology, they shape the business technology to serve their strategy.

While many businesses are still struggling to “digitally transform” by buying more software, these three brands started with the opposite question:

“How can data and AI make customers feel better understood, better served, and come back more?”

And it was that way of asking the question that led them to redefine the entire industry they are operating in:

• Netflix: turning each viewer into a “personal TV channel”.
• Amazon: turning every click into data to predict demand.
• Starbucks: Turning Every Cup of Coffee into a Personalized Experience with AI.

They don't use technology to "keep up with the times", but to recreate the customer experience - something that Vietnamese businesses can absolutely learn from, starting from a small scale, with a platform like GTG CRM.

Netflix - The Story of the One Who Abandoned the Old Model

If there is a classic example of breakthrough thinking in digital transformation, it is Netflix.

In the late 1990s, when the world was still familiar with DVDs, Netflix dared to step onto the path no one believed in: watching movies online via the Internet – a technology that was slow, bandwidth-consuming, and almost impossible .

When Blockbuster – the “king of DVD rentals” at the time – turned down the offer of cooperation, Netflix did not stop. They understood that the future was not in the product, but in how customers consumed the product.

Netflix not only changed the form of distribution; they changed their business philosophy.

They stopped thinking like an entertainment company and started behaving like a technology company.

The entire system revolves around viewer data: from their favorite movies, when they watch them, to how many minutes they stop watching them.

Netflix's AI learns constantly, recommending content that is “just right, right on time.”

And when they move into production Netflix Originals, data is no longer just for marketing – it becomes a guide to content creation. They know what their audience wants before they know what they need.

The result: Netflix is no longer a movie rental company, but a global icon for using data to shape experiences.

Customer data is the “script” for your next strategy. If Netflix has an AI system that analyzes preferences, small businesses can start with GTG CRM's CRM and Automation – where every customer behavior is recorded, from the first click to the last purchase.

GTG CRM's AI helps you not “guess” but know what customers are interested in – so that the content, emails, or ads you send feel “tailored to me.”

Netflix uses data to tell the right story for each person.

GTG CRM helps businesses tell the right story for each customer.

Amazon – When every decision is measured by data

If Netflix is a “story of vision”, then Amazon is a “story of systems”.

Jeff Bezos once said:

“We don’t have gut feelings. We have data.”

From selling books online, Amazon has built a machine that operates entirely on data – where every click, every search, every order leaves a digital trail.

No decision at Amazon is made solely on gut feelings calculation.

From choosing which products to display, when to promote, to where to build warehouses — it all relies on real-time data analysis.

But what makes Amazon an “e-commerce empire” is not just the data, but how they connect data into a complete customer journey.

A person who has just bought a camera will be suggested the right lens, along with real reviews from other users.

One click leads to the perfect, seamless shopping journey.

Even if you don’t have millions of data like Amazon, you can start by connecting small data best.

GTG CRM is the “nerve center” that helps you see the whole picture of your customers:

• Who has messaged on Facebook,
• Who has filled out a form on a landing page,
• Who has received an email but not yet purchased.

When all data converges in one platform, you don’t just sell – you build deep relationships.

If Amazon has AI to predict purchasing behavior, GTG CRM has AI to help small businesses understand their customers in the same way – through reports, dashboards, and automated marketing processes approach.

Starbucks – When technology meets emotion

Starbucks understands that: in a world where products are easily copied, experience is what keeps customers coming back.

But how can “emotion” – which is inherently abstract – be measured and personalized?

In 2017, Starbucks launched its strategy Digital Flywheel, an ecosystem connecting AI – mobile app – loyalty – digital payment, all revolving around the behavior of each customer.

Application mobile apps are not just for quick ordering, but a “friend” who understands what you drink every Monday morning.

AI analyzes purchase history, weather, location data to suggest suitable dishes .

At the same time, the back-end system is synchronized to ensure the shop has enough ingredients – a typical example of AI serving not only marketing, but also operations.

Starbucks turns every cup of coffee into a tailored experience – and each customer into a part of their digital ecosystem.

Customer experience is not just about “good service”, but about consistency and the understanding.

GTG CRM delivers just that:

• Live Chat and Messaging Hub: help respond to every customer on every channel (Zalo, Facebook, Gmail, WhatsApp) in a unified interface.
• Automation Workflow: automatically send birthday offers, calendar reminders, after-sales care - like a "virtual barista" who remembers each customer's preferences.
• Email Builder: personalize content sent to each group of loyal customers.

If Starbucks uses AI to make each customer feel "remembered", then GTG CRM helps your business do the same - but more automated and smarter.

The intersection of the three “big guys”: Data – AI – Experience

Netflix creates a paradigm shift, Amazon masters data, Starbucks leads experience – but they all meet at the three pillars of modern digital transformation:

• Data centralization – no more silos, no more fragmentation.
• AI decision support – turning data into action.
• Seamless customer experience – from online to offline.

These three elements are also the foundation on which GTG CRM is built:

• A Unified Platform connects landing pages, email, CRM, advertising and messaging.
• A AI engine suggests content, ad headlines, keywords and customer feedback.
• A automation toolkit to turn strategy into concrete, measurable action.

Digital transformation, at any scale Every journey starts with answering three questions:

• Do I have a handle on my data?
• Am I using it to make faster decisions?
• Am I delivering a seamless customer experience?

If the answer to all three is not “Yes,” then GTG CRM is the starting point of that journey.

Conclusion: You don’t have to be Netflix to understand your customers, you don’t have to be Amazon to use data whether

Digital transformation is no longer a distant story of billion-dollar corporations.

Netflix started by renting DVDs. Amazon started from a garage selling books. Starbucks is just a coffee shop in Seattle.

What they have in common is a mindset of daring to change – and choosing technology as a lever.

GTG CRM was born with the same spirit: to help Vietnamese businesses, no matter how small, can also possess a “digital brain” to understand customers, operate intelligently, and develop sustainably.

You don’t need a technical team, you don’t need a huge budget.

Just be ready to start — GTG CRM will be the “AI infrastructure” for your digital transformation journey.

A comprehensive AI platform that helps Vietnamese businesses operate intelligently, economically, and efficiently more