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Don’t have large adequate share of the customer wallets (they don’t spend as much with Moore as the company would’ve liked) Penetration rates Customer Issues. Why is the churn rate higher than industry average? Why customers desert? Where do they go when they defect? Is Moore doing the good job satisfying all customer needs? Product line and mix need changing? Price sensitivity? Can IT aid in accomplishing such tasks?

Management Theories, Management Studies

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