How Modern ERP Solutions Can Support Greater Customer Experience

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How modern ERP solutions can support greater customer experience

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© 2013 Epicor Software Corporation

Global manufacturing is going through a significant change period at the moment.


Tough economic conditions have seen profits challenged by a number of factors.


Organic growth and expansion has proven difficult over the last few years and will no doubt continue to be so.


As a result, the need to retain and grow customers has become of paramount importance.


In more mature markets, such as the UK, customer retention is a real concern and a critical business challenge


Everyone is looking to cut costs and the pricing pressure on manufacturers has become intense.


There is always a new cheaper alternative from an emerging economy.


However, a business model based solely on cost cutting is not sustainable in the long term.


Traditionally manufacturers have been more concerned with the efficiency of their own processes rather than customer satisfaction.


Many manufacturers still view price as more important than reliability, quality, and service.


Having this mindset is very short-termist, it can negatively affect profits and can also undermine differentiation.


Quality and price are now commoditized features,competitive advantage needs to come from somewhere else.


To survive, top manufacturers need to focus on differentiation through improved customer experience.


Enhanced customer experience and added value services paves the way for customer loyalty and greater profitability.


But what is customer experience, and how can it be improved?


In modern business customer experience is much more than just meeting expectations in terms of features, quality and price.


Service levels, after sale care, delivery, returns, reliability, and the speed of interaction, can all impact the perceived customer experience.


By excelling in these areas, an organization can enjoy business benefits such as differentiation from competitors, business growth and profit increase.


This is where technology can help.


Adaptable, easy-to-use and flexible technology is the top enabler to be able to serve customers better.


Although to get the best use out of the technology, a customer centric culture needs to run throughout the organization.


For most manufacturers, an enterprise resource planning (ERP) system is essential for the smooth running of their business.


In a recent survey by IDC Manufacturing Insights, only 35% of manufactures thought their ERP could help them deliver a better customer experience.


Larger manufacturers seem to have much higher opinion of their ERP system with regards to customer experience.


In contrast, smaller manufactures, perhaps using home grown software, are unaware how ERP technology can help them improve customer experience.


At Epicor, we believe greater customer experience shouldn’t be the exclusive right of larger organisations.


We believe, with the correct ERP system in place, thousands of SME manufacturers can also deliver inspiring customer experience and achieve business growth.


We know this because we have helped many up their game already.


Why not download the IDC Manufacturing Insights report on how the correct ERP system can improve customer experience?

Download your copy of the report now

http://emea.businessinspired.com/get-customers-inspired-how-modern-erp-can-support-greater-customer-experience


Or get in contact with us direct to see how our experts can help you take your business to the next level.

Visit us: www.epicor.com/uk

Email: [email protected]

Twitter: @EpicorUK

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