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ERP improves customer experience

ERP improves customer experience

ERP can improve customer experience and all manufacturers should recognise its importance, according to a new IDC Manufacturing Insights report.

A customer-oriented strategy is important for being a successful manufacturer and enterprise resource planning (ERP) solutions can help all kinds of manufacturers including beginners and those with an existing customer-oriented culture.

IDC Manufacturing Insights surveyed more than 460 enterprises across multiple sectors covering 13 countries all across the globe.

More than 90 percent of respondents in companies with 100-1,000 employees said that their ERP has limited, little or no contribution towards the delivery of a good customer experience.

In contrast, 75 percent of large manufacturers with 5,000 employees or more said that their ERP platform effectively connects the back and front office operations and is important for delivering a good customer experience.

Immature understanding

IDC survey shows that many manufacturers do not have complete knowledge of how a customer-oriented strategy can be implemented within an organisation and they should work towards overcoming their immature understanding to stay in businesses.

This becomes even more relevant for the developed markets as manufacturers have to pay special attention to relationship with customers to maintain their competitive edge.

Only nine percent of established companies completely understand the importance of creating a customer-oriented culture and process workflows for better customer experience.

All manufacturers who don't have the desired level of relationship with their customers should review their systems and processes, advises IDC.

"The importance of this survey is that it confirms the critical role ERP plays in improving overall customer experience," said John Hiraoka, executive vice president and chief marketing officer of Epicor. "New levels of agility, flexibility and ease of use in modern ERP systems make it possible for businesses to transition without having to reinvest heavily as needs change and the business grows."

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