W$.$ W$.$ Grainger

W$.$ W$.$ Grainger is one of the largest B$2$B distributors in the world. With over $250$ branch locations throughout the United States, over $2$ million customers, $1,900$ customer service associates, and a robust line of $1\mathrm{.}5$ million products $($tools$,$ pumps, motors, safety and material handling products, and lighting, ventilation, and cleaning items$),$ Grainger is the leading industrial distributor of products that allow organizations of all types to keep their facilities and equipment running smoothly. Grainger's objective is to grow by capturing market share in the highly fragmented North American facilities maintenance market. With sales of $\backslash (\backslash$$ $13\mathrm{.}5\backslash )$ billion, Grainger is a Fortune $500$ company and a perennial member on Fortune's list of Most Admired Companies.

Its large sales force and product line allow Grainger to meet customer needs in a highly responsive manner. A large share of Grainger's business comes from large enterprises that possess complex procurement systems. These customers are attracted by Grainger's ability to manage their large, complex accounts and provide inventory management services. This high$-$touch sales model gives Grainger an edge over online players like Amazon Business.

For procuring maintenance and operating supplies, the company offers multiple channels:

$-$ Branch Network$-$Customers can go directly to their local Grainger location to pick up their order or have it shipped directly to them, often within hours.

$-$ The Grainger Catalog$-$An icon in the industry and on the shelf of virtually every procurement manager in North America, the catalog includes over $300,000$ facilities maintenance products.

Grainger.com$$Grainger invested heavily in building its e$-$commerce capabilities. Customers can access detailed descriptions and order from a massive e$-$catalog of more than one million products online. The products can be shipped directly to the customer's business or to the local branch for pickup by the customer. Grainger is now the $11$th largest e$-$tailer in North America. However, Grainger's online platform centers on small customers and has faced stiff competitive pressures from Amazon Business. Grainger represents one of the strongest brands in industrial distribution because customers believe the firm can get them what they need, when they need it$.$

$-$ Does Amazon Business pose a threat to the strong position that Grainger enjoys with enterprise customers?

$-$ What steps would Amazon Business need to take to win large enterprise accounts?

$-$ In serving small customers, consider strategies that Grainger might follow to counter challenges by Amazon Business.