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Moore Medical Case

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What kind of analysis should Moore do of its Web orders to find out if they are 'good' orders?
Web is a big source of orders for Moore. It’s important that they correct the flaws that are existing in their current web set up, to be able to do full justice to the money they spent on this powerful source of information technology.
They should implement a feedback system in which they ask for feedback from the customers regarding various factors such as ease of navigation through the website, quality of service and products etc. They could initially introduce a 5% discount offer for the customers who give feedback after use, to lure them into giving feedback. The various things that have to be kept in mind are that they should ensure the products delivered are of the highest quality and ensure a timely delivery of the orders placed. For this they need to have good inventory management system by which they have access to all of their products at each of the Distribution center at any point in time.
They should then do an analysis on the complaints and the enquiries made through the feedback system or through any other channel for that matter. Customer satisfaction was always their strength and to maintain that they would need to be reactive and act in the best possible way to resolve the issues/complaints/drawbacks.
They should also analyze their strengths as to which products sell more and make sure that they keep up the good work and plan ways to stay ahead of the competition.
If CRM won't directly provide answers to Moore's customer-related questions, what will? How can Moore learn more about customers' attitudes and behaviors?
There are a number of techniques that in the immediate future might be able to delay the necessity of CRM solutions. One of them would be to solve the discrepancies of the website. It should be made as user friendly as possible. There

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