GEC NEWS WIREReveals that only 9% of leading companies have fully realized the importance of creating a customer-oriented culture and process workflows
Epicor Software Corporation announced that a new IDC Manufacturing Insights report has uncovered how important a customer-oriented strategy is for successful manufacturers. The report also discovered just how crucial ERP solutions are in helping all manufacturers improve their customer experience, from those that are only just starting out to those that already have a deep customer-oriented culture in place.
In the brand new white paper for manufacturers, entitled “Get Customers Inspired: How Modern ERP Can Support Greater Customer Experience,” IDC Manufacturing Insights surveyed over 460 enterprises across multiple sectors including industrial machinery and equipment, high-tech and metal fabrication, covering 13 countries worldwide. The survey reveals that only 9% of leading companies have fully realized the importance of creating a customer-oriented culture and process workflows
“The research revealed that many manufacturers have an immature understanding of how a customer-oriented strategy can be implemented within an organization,” said Pierfrancesco Manenti, Head of IDC Manufacturing Insights Research Practice in Europe, Middle East & Africa. “Manufacturers need to move along the spectrum for maturity in order to continue to stay competitive. This is especially important in more mature or developed markets where relationships and service levels have now become crucial differentiators. We advise manufacturers with less than inspiring customer service to take a good look at how their systems and processes can be improved to better support a customer-oriented strategy.”
Manenti explained, “Many companies continue to describe good customer experience in terms of products or service features and functions rather than the service level that they deliver at any touch point during the entire relationship. This includes, for example, the ability to deliver the perfect order — right quality, quantity, location, and due date — and the range of aftermarket services supporting the initial product. An enhanced customer experience paves the way for customer loyalty and longer lasting relationships between supplier and purchasers, a win-win situation for all parties.”
