CRM at Moore Medical Corporation - Response to questions about Harvard Business Review Case #9-601-142 Moore Medical Corporation

What problems and challenges are faced by Moore at the time of the simulate? Moore Medical is a medium-sized distributor of medical supplies to practitioners such as podiatrists and emergency medical technicians. Up to the time of the case, it has relied on traditional customer channels such as catalogs, phones, and faxes to communicate growth offerings, promotions, and availability, and to take dos. It is now attempting to transition into a bricks and clicks distributor with a strong Internet presence. It has already made substantial investments in an eCommerce web site and in back office ERP estimator bundle to improve the fulfillment performance of its four dispersion centers. The ERP software has non lived up to expectations in all areas, and the company must decide whether to invest in more modules for this system that world power address its shortcomings. It must also decide whether to make a significant additional investment in customer confederation managem ent software. At the time of the case, Moore must decide whether it has galvanic pile of the right kind of IT. The decision is complicated by the experience that the company has recently made substantial IT investments that have flip financial performance and caused organizational disruption.

In addition, it is not kick the bucket out that all of Moores known issues related to customer safekeeping and expiation will be addressed by the customer kindred Management (CRM) under consideration. Problems and Challenges faced: 1.         Share of handbag of modern customers was not close to 100% due in share because the company did not of! fer capital goods and has a comparatively smaller product range as compared to the big competitors. i.e. it is not a big force in the market. 2.         churn tramp for customers as high as 35% in almost categories and 30% on an average whereas the industry mensuration was 25%. If you want to get a full essay, order it on our website: OrderCustomPaper.com

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