MDM has been taking a closer look at issues and trends related to doing business electronically in a recent series in MDM Premium. (Read: The Case for Better Business Data and Grainger's E-Commerce Evolution)
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In my recent interview with the leaders of HVAC/plumbing distributor Ferguson Enterprises, CEO Frank Roach said that the distributor is seeing a fast adoption rate of Ferguson's e-commerce platform, which it continues to upgrade.
And Jim Feltman, CMO, Senior Vice President, said Ferguson has seen loyalty increase as the number of channels customers use increases. I found this quote in particular to be an apt description of the benefits of having a robust online platform – whether you actually sell online or not:
"I often talk about when we were all branch managers, and we would take the customer behind the swinging doors of our warehouse. The customer would see all the products they didn't know we had. To me that's what Ferguson online offers, as well. When they go online, they are exposed to over half a million products with a rich digital depository of information."